Company Name: Pengiklan Anonim
Location: Jakarta Raya
Posted Date: 01/10/2024 15:12
Salary:
Job Description
About Us:
- We are at the forefront of financial technology, shaping tomorrow’s global financial landscape. We have grown into a worldwide real-time digital and cash payments network, spanning millions of touchpoints and facilitates seamless money transfers, credit/debit processing, currency exchange, and more.
Position Overview:
- We are seeking an accomplished Application Support Manager to join our team in Jakarta. This role will lead a team of specialists in providing top-tier technical support for our suite of applications. The ideal candidate will possess a robust background in application support, strong leadership capabilities, and a commitment to delivering exceptional customer service.
Key Responsibilities:
- Lead and prioritize the workload of the Application Support team.
- Manage and own the Problem Management Process, ensuring effective coordination across all Product Suites.
- Contribute to the planning of application/infrastructure releases and configuration changes.
- Identify areas for Service Improvement and collaborate with the Project Manager to implement enhancements.
- Provide technical leadership and support, collaborating with internal teams and external vendors to resolve complex issues.
- Design and implement metrics for reporting on key performance and quality indicators.
- Maintain application monitoring, performance tuning, and testing activities.
- Provide input on administering and maintaining production and internal environments.
- Ensure adherence to departmental and company procedures and policies, including change control, security, auditing, release management, and incident management.
- Cultivate strong working relationships with internal departments and external partners.
- Develop and deliver training programs on Problem Management and Support Management Service usage.
- Act as a point of escalation for complex technical issues, ensuring timely resolution.
- Provide regular updates and reports to senior management on the performance of the application support team.
Qualifications:
- Minimum of 10 years’ experience in a hands-on PRODUCTION Support lead/manager role in EFT (electronic payments/digital transfer; clearing, wire transfer, debit credit transaction, ATM transaction, Mobile & P2P payment).
- Proficiency in problem-solving and debugging, with the ability to independently apply production upgrades and support technologies.
- Experience in delivering services within agreed SLAs and OLAs.
- Strong leadership background with expertise in the software development lifecycle and technologies such as SQL, Java, .NET, etc.
- Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
- Proven track record in developing and implementing support processes and procedures.
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
- Customer-centric mindset with a dedication to delivering exceptional service and support.
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Join us and become part of a dynamic team driving global financial innovation. Apply now by submitting your resume and cover letter detailing your qualifications and experiences for this role. We look forward to welcoming you to our team!