Application Support Manager

Cartrack; Jakarta Pusat; On-site; IDR 300,000,000 - 500,000,000; Full time

Job summary

Cartrack in Indonesia is seeking an Application Support Manager to lead day-to-day operations, team growth, and incident management for our SaaS and IoT platforms. You will oversee the OTRS ticketing workflow, coordinate with vendors, train staff, and drive service delivery excellence across projects while maintaining strong customer focus and performance metrics.

The role requires a Bachelor’s in Engineering, 5+ years in a leadership capacity, SI/SaaS experience, and strong

Qualifications

• Bachelor in Engineering with IoT/electronics focus.
• Minimum 5 years leading teams in relevant roles.
• Experience in SI or SaaS is a plus.
• Strong incident and troubleshooting management track record.
• Excellent leadership, communication and people skills.

Responsibilities

• Drive the operational plan and day-to-day activities (manpower deployment, contingency management).
• Monitor productivity and ensure department performance.
• Oversee OTRS ticketing system to track requests and escalate as needed.
• Proactively monitor health of products and initiate repairs when required.
• Recommend enhancements to improve system performance and reliability.
• Analyze industry trends and customer needs to inform product development feedback.
• Manage and resolve technical issues faced by customers.
• Establish end-to-end service delivery for projects.
• Provide training to staff and customers when required.
• Review vendor services and control costs.

Skills

IoT development

Electronics

Team leadership

Incident management

SaaS experience

System Integrator familiarity

Troubleshooting

Communication

Education

Bachelor's degree in Engineering

Tools

OTRS ticketing

Job description

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for Application Support Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Job Responsibility

• Drive the operational plan, oversees day-to-day operation activities such as manpower deployment and contingency management.
• Monitor and ensuring productivity are achieve in the department.
• Monitor the OTRS ticketing system daily to ensure all incoming requests are tracked, handled promptly, and escalated to Level 2 support where necessary, with timely follow-up until resolution.
• Pro-actively monitor the health status of all products, identify exceptional cases, and initiate and prioritize the repair process when required.
• Recommend enhancements to improve systems performance.
• Analyze and identify industry trends and customers need and provide feedback to improve the feasibility of new product development.
• Managing and solving technical issues faced by customers.
• Establish end-to-end service delivery for projects.
• Provide products and systems training to internal employees and customers when required.
• Review and approve all vendor services and its related cost ensuring cost are being properly managed

Job Requirements

• Bachelor Degree in Engineering with strong IoT development, electronics / technical experiences.
• Minimum of 5 years experience in the role and experience in managing and grow a team.
• Experience in System Integrator (SI) industry or familiar with SaaS platform is an added advantage.
• Proven track record in incident and troubleshooting management.
• Good leadership and people management skills and ability to work under pressure.
• Excellent communication and interpersonal skills.
• Hands-on and a can-do attitude.
• Technically independent with good initiative.
• Strong analytical and problem-solving skills with an out-of-box approach in providing solutions.