Technical Support Manager

Cartrack; Jakarta Timur; On-site; IDR 538,793,103 - 808,189,654; Full time

Job summary

Cartrack, a world-leading smart mobility SaaS company, is hiring a Tech/Application Support Manager. You will lead the operations and ensure efficient service delivery by managing team members and monitoring the health of products.

The ideal candidate has a Bachelor's degree in Engineering, at least 5 years of relevant experience, and strong skills in IoT development, incident management, and leadership. Join us to innovate and drive improvements in our services.

Qualifications

• Minimum of 5 years experience in a similar role.
• Experience in managing and growing a team.
• Excellent communication and interpersonal skills.

Responsibilities

• Drive the operational plan and oversee daily operations.
• Monitor the OTRS ticketing system to ensure prompt request handling.
• Proactively monitor product health status and prioritize repairs.

Skills

IoT development

Technical experience

Incident management

Leadership

Analytical skills

Education

Bachelor Degree in Engineering

Job description

Overview

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for Tech/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.

Responsibilities

• 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

Qualifications

• 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.