SaaS Application Support Lead, IoT & Incident Champion

Cartrack

Jakarta Pusat

On-site

IDR 300,000,000 - 500,000,000

Full time

9 hours ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

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.