job description
Join Erajaya as an Application Support Lead (Talent Pool) - Assistant Manager in the vibrant heart of Bali! This is your chance to drive continuous improvement in application support processes, reliability, and service quality while fostering proactive communication across teams.
In this dynamic role, you will lead efforts to optimize IT service delivery, ensuring seamless application performance and user satisfaction. Based in Badung, youâll collaborate with cross-functional teams to resolve complex technical issues, implement best practices, and enhance system stability. Your expertise will be pivotal in maintaining high availability and performance of critical business applications.
Erajaya offers a competitive salary, a collaborative work environment, and opportunities for professional growth in one of Indonesiaâs most innovative tech-driven companies. If youâre passionate about IT support leadership and thrive in a fast-paced setting, weâd love to hear from you!
Responsibility
- Lead and mentor a team of application support specialists to ensure high-quality service delivery.
- Drive continuous improvement initiatives to enhance application reliability, performance, and user experience.
- Monitor and resolve critical application issues, ensuring minimal downtime and rapid recovery.
- Collaborate with development, infrastructure, and business teams to align support strategies with organizational goals.
- Develop and implement ITIL-based processes for incident, problem, and change management.
- Proactively identify risks and implement preventive measures to mitigate potential disruptions.
- Maintain up-to-date documentation for support procedures, troubleshooting guides, and system configurations.
- Analyze support metrics and KPIs to measure performance and identify areas for optimization.
Qualifications
- Bachelorâs degree in Computer Science, Information Technology, or a related field.
- Minimum 5 years of experience in application support, with at least 2 years in a leadership role.
- Strong knowledge of ITIL frameworks and best practices for IT service management.
- Hands-on experience with troubleshooting, debugging, and performance tuning of enterprise applications.
- Proficiency in SQL, scripting (Python/Bash), and monitoring tools (e.g., Splunk, Nagios, Zabbix).
- Excellent communication and stakeholder management skills.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
- Certifications in ITIL, AWS, Azure, or similar are a plus.