job description
Join Erajaya as an IT Application Support Assistant Manager and play a pivotal role in driving continuous improvement in IT service delivery across our dynamic organization. Based in the vibrant region of Badung, Bali, this position offers a unique opportunity to contribute to cutting-edge IT solutions while enjoying the island’s inspiring work-life balance.
As part of our Talent Pool, you will collaborate with cross-functional teams to ensure seamless IT operations, troubleshoot complex application issues, and implement best practices to enhance system performance. Your expertise will be instrumental in maintaining high service availability, optimizing user experience, and supporting digital transformation initiatives.
Erajaya is committed to fostering innovation and professional growth. If you are a proactive IT professional with a passion for problem-solving and a track record in IT support, we invite you to apply and take the next step in your career with us.
Responsibility
- Oversee daily IT application support operations, ensuring timely resolution of technical issues and minimal downtime.
- Lead a team of IT support specialists, providing mentorship, training, and performance evaluations.
- Collaborate with stakeholders to identify IT service gaps and implement continuous improvement initiatives.
- Monitor and analyze application performance, recommending enhancements to optimize efficiency and reliability.
- Develop and maintain IT support documentation, including SOPs, troubleshooting guides, and knowledge base articles.
- Coordinate with vendors and internal teams to deploy, configure, and upgrade IT applications and systems.
- Ensure compliance with IT security policies, data protection regulations, and industry best practices.
- Participate in on-call rotations to provide 24/7 support for critical IT systems and applications.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 5 years of experience in IT Support, Helpdesk, or Application Management, with at least 2 years in a supervisory or leadership role.
- Proven expertise in troubleshooting and resolving complex IT issues across multiple platforms (e.g., ERP, CRM, or custom applications).
- Strong knowledge of ITIL frameworks, service management tools (e.g., ServiceNow, Jira), and ticketing systems.
- Excellent communication and interpersonal skills, with the ability to liaise effectively with technical and non-technical stakeholders.
- Certifications in ITIL, Microsoft, or other relevant IT disciplines are a plus.
- Demonstrated ability to manage projects, prioritize tasks, and work under pressure in a fast-paced environment.
- Fluency in English (written and verbal) is required; proficiency in Indonesian is advantageous.