job description
Join TRT as a Field Services Incident Manager and play a pivotal role in ensuring seamless technical operations across our client sites in Bali. This dynamic position involves overseeing and coordinating field engineering interventions to resolve complex technical incidents, minimizing downtime, and maintaining high service standards.
As the bridge between our technical service team and on-site operations, you will lead incident response efforts, collaborate with cross-functional teams, and drive continuous improvement in service delivery. Your expertise will be critical in maintaining client satisfaction and operational efficiency in a fast-paced, technology-driven environment.
Based in the vibrant hub of Denpasar, Bali, this role offers the opportunity to work in a diverse and innovative setting while contributing to cutting-edge ICT solutions. If you thrive in a hands-on, problem-solving role and have a passion for technical excellence, we invite you to apply and be part of our mission to deliver world-class field services.
Responsibility
- Lead and coordinate field engineering teams to resolve technical incidents efficiently and within SLAs.
- Act as the primary point of contact for escalated field service cases, ensuring timely and effective resolution.
- Develop and implement incident management protocols to streamline on-site interventions.
- Collaborate with internal teams (e.g., IT, Customer Support) to diagnose root causes and prevent recurring issues.
- Monitor and report on incident trends, providing actionable insights to improve service reliability.
- Ensure compliance with safety, quality, and operational standards during field operations.
- Manage vendor and third-party service providers for specialized technical support when required.
- Conduct post-incident reviews to document lessons learned and drive process improvements.
Qualifications
- Bachelor’s degree in Information Technology, Computer Engineering, or a related field.
- Minimum 3-5 years of experience in field services, technical support, or incident management within the ICT sector.
- Proven ability to lead on-site technical teams and manage high-pressure incident resolution scenarios.
- Strong knowledge of networking, hardware/software troubleshooting, and IT infrastructure.
- Excellent communication, problem-solving, and stakeholder management skills.
- Certifications in ITIL, CompTIA, or vendor-specific technologies (e.g., Cisco, Microsoft) are a plus.
- Willingness to travel to client sites across Bali (e.g., Canggu, Ubud, Kuta) as needed.
- Fluency in English; additional local language skills are advantageous.