job description
Join our dynamic team as the Head of Application Support and lead a high-performing team responsible for ensuring the seamless operation of business-critical enterprise platforms. Based in the vibrant tech hub of Bali, Indonesia, this role offers the perfect blend of professional growth and tropical lifestyle in locations like Canggu, Ubud, or Denpasar.
In this leadership position, you will oversee Application Support and Production Support teams, driving operational excellence, incident resolution, and continuous improvement for mission-critical systems. Your expertise will directly impact business continuity, user satisfaction, and the reliability of enterprise applications that power our organization.
This is an exceptional opportunity for a strategic thinker with a passion for technology and team leadership. You’ll collaborate with cross-functional teams, implement best practices in ITIL and DevOps, and shape the future of our application support framework. If you thrive in a fast-paced environment and are ready to take your career to the next level in one of Southeast Asia’s most exciting tech destinations, we want to hear from you.
Enjoy a competitive salary, flexible work arrangements, and the chance to work with cutting-edge technologies while living in Bali’s most desirable locations. Whether you prefer the digital nomad vibe of Canggu, the cultural richness of Ubud, or the urban convenience of Denpasar, this role offers the perfect work-life balance.
Responsibility
- Lead and mentor a team of Application Support and Production Support specialists to ensure 24/7 availability of business-critical enterprise platforms.
- Develop and implement ITIL-aligned processes for incident, problem, and change management to enhance system reliability and performance.
- Collaborate with development, infrastructure, and business teams to resolve complex technical issues and drive continuous improvement.
- Monitor system performance, proactively identify potential risks, and implement preventive measures to minimize downtime.
- Establish and maintain SLAs, KPIs, and service metrics to measure team performance and customer satisfaction.
- Drive automation initiatives to streamline support processes and reduce manual intervention.
- Act as a escalation point for critical incidents, ensuring timely resolution and effective communication with stakeholders.
- Foster a culture of innovation, accountability, and collaboration within the support team.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Minimum 8 years of experience in Application Support, Production Support, or IT Operations, with at least 3 years in a leadership role.
- Proven track record of managing enterprise-level applications and platforms in a high-availability environment.
- Strong knowledge of ITIL frameworks, DevOps practices, and cloud technologies (AWS, Azure, or GCP).
- Hands-on experience with monitoring tools (e.g., Nagios, Splunk, New Relic) and ticketing systems (e.g., ServiceNow, Jira).
- Excellent problem-solving skills and the ability to thrive under pressure in a fast-paced environment.
- Exceptional communication and stakeholder management skills, with fluency in English.
- Experience working in a multicultural or remote team environment is a plus.