Head of Production Support

2 weeks ago


Jakarta, Jakarta, Indonesia Group Avows Full time
Job Responsibilities:
  • Lead and prioritize the workload of the Application Support team.
  • Manage and own the Problem Management Process, ensuring effective coordination across all EN Product Suites.
  • Contribute to the planning of application/infrastructure releases and configuration changes.
  • Identify areas for Service Improvement and collaborate with the Project Manager to implement enhancements.
  • Provide technical leadership and support, collaborating with internal teams and external vendors to resolve complex issues.
  • Design and implement metrics for reporting on key performance and quality indicators.
  • Maintain application monitoring, performance tuning, and testing activities.
  • Provide input on administering and maintaining production and internal environments.
  • Ensure adherence to departmental and company procedures and policies, including change control, security, auditing, release management, and incident management.
  • Cultivate strong working relationships with internal departments and external partners.
  • Develop and deliver training programs on Problem Management and Support Management Service usage.
  • Act as a point of escalation for complex technical issues, ensuring timely resolution.
  • Provide regular updates and reports to senior management on the performance of the application support team.
Qualifications:
  • Minimum of 10 years' experience in a hands-on PRODUCTION Support lead/manager role in EFT (electronic payments/digital transfer; clearing, wire transfer, debit credit transaction, ATM transaction, Mobile & P2P payment).
  • Proficiency in problem-solving and debugging, with the ability to independently apply production upgrades and support technologies.
  • Experience in delivering services within agreed SLAs and OLAs.
  • Strong leadership background with expertise in the software development lifecycle.
  • Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
  • Proven track record in developing and implementing support processes and procedures.
  • Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
  • Customer-centric mindset with a dedication to delivering exceptional service and support.
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
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