Data Center Operations Manager (Mandarin Speaking)

Lintasarta; Jakarta Pusat; On-site; IDR 400,000,000 - 800,000,000; Full time

Job summary

Lintasarta in Jakarta is seeking an Operations Manager to drive day-to-day IT services across a 24×7 shift model under a 12-month contract, ensuring service continuity and disciplined handovers.

You will oversee four shift teams (A–D), manage incident lifecycles from intake to resolution, drive problem management, and govern changes with CAB while coordinating with L1/L2, L3, and OEM partners for escalations.

Qualifications

• 8+ years in IT services.
• 5+ years in managed-service leadership.
• ITIL 4 or PMP certification.

Responsibilities

• Leads four shift teams (A–D) with 2×12 hour shifts, ensuring proper handovers.
• Oversees end-to-end incident management lifecycle and SLA adherence.
• Drives structured problem management to identify root causes and permanent fixes.
• Governs all infrastructure changes through the CAB and change execution as the operational gatekeeper.
• Acts as the bridge between shift teams (L1/L2) and L3/OEM partners for escalations.
• Monitors daily health metrics, ticket aging, SLA compliance, and supports monthly reviews.

Skills

Operations management

Leadership

Communication

Education

ITIL 4 Certification

PMP Certification

Job description

The Operations Manager is the operational engine of the delivery team, responsible for the day-to-day execution of all managed service activities across the 24×7 shift model.

Receiving the full operational handover from the SDM at the end of the mobilization phase, the OM becomes the primary operational authority on the ground for the full 12 month contract duration, ensuring service continuity, shift discipline, and cross-functional coordination across all support tiers.

Responsibilities:

• Leads and governs all four shift teams (Team A–D) under a 2 × 12-hour shift model, ensuring every shift transition is executed with full operational discipline and comprehensive handover documentation.
• Maintains end-to-end oversight of the incident management lifecycle from intake through to formal closure, ensuring no ticket ages beyond SLA without active escalation.
• Leads structured problem management for recurring incidents to identify systemic root causes and drive permanent resolutions.
• Governs all infrastructure changes through the Change Advisory Board (CAB), serving as the operational gatekeeper for change execution.
• Functions as the operational bridge between shift teams (L1/L2) and L3 experts and OEM partners, activating escalation paths when L2 exhausts standard resolution procedures.
• Monitors daily operational health metrics, ticket aging, SLA compliance rates, unresolved alarm backlogs, and provides data inputs to Monthly Incident & Problem Reviews.

Qualifications:

• Experience: 8+ years in IT services | 5+ years in managed-service leadership.
• Certification: ITIL 4 or PMP.

Required Skills:

• Operational management experience in a 24/7 environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.