Data Center Customer Incident & Tech Lead

Bw Digital; Batam; On-site; IDR 700,280,112 - 1,050,420,168; Full time

Benefits offered by this job

Insurances

Good life balance

Opportunities for professional development

Job summary

Bw Digital is seeking a Customer Technical Support Manager based in Batam, Indonesia. This role is integral to our Data Centre team, focusing on providing exceptional technical support and managing customer incidents effectively.

The ideal candidate will have over 7 years of experience in technical support within data centres, a relevant bachelor's degree, and strong knowledge of critical data centre infrastructure. The position emphasizes effective communication and professionalism during technical challenges.

Benefits include insurances, work-life balance, and opportunities for professional growth.

Qualifications

• 7+ years of experience in technical support, client services, or operations within data centres.
• Strong knowledge of data centre critical infrastructure systems (UPS, Generators, Chillers, etc.).
• Ability to remain calm under pressure during critical incidents.

Responsibilities

• Act as the first point of contact for customers on all technical matters.
• Provide updates and resolution paths for client reported incidents.
• Collaborate with Operations team to monitor and troubleshoot technical issues.
• Coordinate client-driven changes with DC operations teams.
• Support customer audits and compliance activities.

Skills

Technical support experience

Client services

Communication skills

Stakeholder management

Customer service

Education

Bachelor’s degree in electrical or mechanical engineering

Tools

Data centre critical infrastructure systems

ITIL framework

Job description

Bw Digital is seeking a Customer Technical Support Manager based in Batam, Indonesia. This role is integral to our Data Centre team, focusing on providing exceptional technical support and managing customer incidents effectively.

The ideal candidate will have over 7 years of experience in technical support within data centres, a relevant bachelor's degree, and strong knowledge of critical data centre infrastructure. The position emphasizes effective communication and professionalism during technical challenges.

Benefits include insurances, work-life balance, and opportunities for professional growth.