Application Support Manager (B2B SaaS)

Cartrack Technologies Indonesia; Jakarta Utara; On-site; IDR 300,000,000 - 600,000,000; Full time

Job summary

PT Cartrack South East Asia is seeking an Application Support Manager to oversee day-to-day operational activities for our IoT and SaaS platform in Jakarta. You will lead a high-performing technical team and ensure service excellence while managing incidents and driving continuous improvements.

The ideal candidate has a technical degree and 3–5 years of leadership in application support or technical operations, plus experience with SaaS or system integrators.

Qualifications

• Bachelor’s degree in a technical field.
• 3–5 years of leadership experience in application support or technical operations.
• Experience in SaaS or System Integrator environments is an advantage.
• Experience supporting IoT-based solutions and API integrations preferred.
• Strong incident management, troubleshooting, and problem-solving skills.
• Excellent leadership and communication skills.
• Ability to work effectively under pressure in a fast-paced environment.

Responsibilities

• Oversee day-to-day support operations, including manpower planning and incident management.
• Ensure SLAs, KPIs, and productivity targets are met.
• Manage the OTRS ticketing system and escalation processes.
• Monitor system and product health and drive timely issue resolution.
• Lead resolution of complex technical issues and continuous improvement initiatives.
• Collaborate with product, engineering, and vendor teams.
• Provide technical and product training when required.

Skills

Leadership

Incident management

Troubleshooting

Communication skills

Under pressure

Education

Bachelor’s degree in a technical field

Job description

We are looking for anApplication Support Manager (IoT) to oversee day-to-day operational activities, ensure service excellence, and lead a high-performing technical team. This role plays a key part in ensuring operational efficiency, managing technical incidents, and supporting continuous improvement across systems and products

Key Responsibilities

Oversee day-to-day support operations, including manpower planning and incident management.

Ensure SLAs, KPIs, and productivity targets are met.

Manage the OTRS ticketing system and escalation processes.

Monitor system and product health and drive timely issue resolution.

Lead resolution of complex technical issues and continuous improvement initiatives.

Collaborate with product, engineering, and vendor teams.

Provide technical and product training when required.

Requirements

Bachelor’s degree in a technical field.

Minimum 3-5 years of managing large team, leadership experience in application support or technical operations.

Experience in SaaS or System Integrator environments is an advantage.

Experience supporting IoT-based solutions and API integrations is preferred.

Strong incident management, troubleshooting, and problem-solving skills.

Excellent leadership and communication skills.

Ability to work effectively under pressure in a fast-paced environment.

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company that operates in 23 countries. We provide a comprehensive fleet management system that includes real-time GPS tracking and data analytics. We develop our integrated Software-as-a-Service (SaaS) platform and manufacture our best-quality IoT devices internally.

In Indonesia, we have a head office in Jakarta and a branch office in Surabaya. As our business grows fast, we also place our representatives in several other areas in Indonesia. Joining our team, you will work in a multinational, dynamic, and positive environment, with career advancement opportunities both locally and regionally.

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company that operates in 23 countries. We provide a comprehensive fleet management system that includes real-time GPS tracking and data analytics. We develop our integrated Software-as-a-Service (SaaS) platform and manufacture our best-quality IoT devices internally.

In Indonesia, we have a head office in Jakarta and a branch office in Surabaya. As our business grows fast, we also place our representatives in several other areas in Indonesia. Joining our team, you will work in a multinational, dynamic, and positive environment, with career advancement opportunities both locally and regionally.