IT Service Desk Lead

7 days ago

Tangerang, Indonesia Traveloka Full time

**Company Description**:
Traveloka is a technology company based in Jakarta, Indonesia. Founded in 2012 by ex-Silicon Valley engineers and aims to revolutionize human mobility with technology. Today Traveloka is expanding its reach by operating in 8 countries and experimenting with new endeavors that will create large impact in the markets and industries we touch.

As part of the IT Service Delivery team, **you will orchestrate information between Corporate IT, business, and external stakeholders in a concise, logical, and understandable manner.** Your role primarily supports coordination of Incident/Problem Management, Change Management for Corporate IT products and services. You will also work with a diverse group of internal and external stakeholders to ensure service delivery meets the needs of the organization or End-user.

**General Responsibilities**:

- Manage transformational IT projects such as organizational process and system improvement, multi-country implementation, cost optimization, company-wide IT asset offloading, etc. Maintain effective communication and working relationships with various stakeholders and peers on the project performance.
- Collect feedback from stakeholders to identify potential improvements in the Information Technology context.
- Provide recommendations to the development of processes & tools across departments.
- Prepare and implement monthly PDCA/ improvement ideas
- Deliver effective presentations of assessment findings & recommendations to high-level management.
- Work with IT operations & IT infrastructure on incidents, problems, and changes/projects and take them to logical conclusions whilst partnering with our business partner/vendors.
- Consult and contribute to solve complex system issues/problems through in-depth evaluation of business processes, systems, and industry standards and recommend solutions.

**Specialized Responsibilities**:

- Identify the current state of ITIL-related processes & procedures, and facilitate the implementation of all necessary improvements.
- Document simple, concise and targeted communication to be shared with business, external partners, based on the impact assessment.

**Incident Management**:

- The coordination of incident handling in the organization or in a specific area, such as territory, product, and technology, depending on the organizational design
- Lead the engagement with technical specialist teams for any major incidents and work collaboratively to ensure incidents are tracked and resolved effectively.
- Coordinating manual work with incidents, especially those involving multiple teams
- Monitoring and reviewing the work of teams that handle and resolve incidents
- Ensuring sufficient awareness of the incidents and their status across the organization
- Conducting regular incident reviews and initiating improvements of the incident management practice, the incident models, and the incident handling procedures
- Developing the organization's expertise in the processes and methods of incident management practice

**Problem Management**:

- Conducting and coordinating problem registration based on the submitted information
- The initial categorization of the problems
- Coordinating problem investigation and solution implementation control
- Coordinating the communication with the teams responsible for incident resolution and change implementation

**Change Management**:

- The initial processing and verification of change requests
- Allocating changes to appropriate teams for assessment and authorization
- Formally communicating decisions of change authorities to affected parties
- Monitoring and reviewing the activities of the teams that build and test changes
- Publishing the change schedule and ensuring that it is available as needed

**Requirements (Education, Technical Skills, Relevant Experiences)**:
**General Requirements**:

- Strong educational background with a minimum of Bachelor's degree from a well-known and accredited university.
- 3 years of experience as an IT Service Delivery or Support roles, IT Business Analyst, IT Operations and Infrastructure.
- Must have a mix of technical IT knowledge and general business knowledge to locate business problems and potential solutions.
- Excellent command of spoken and written English and Bahasa Indonesia and the ability to work across multiple countries.
- Strong presentation and communication skills to deliver findings and recommendations.
- Willingness to travel extensively to all Traveloka offices.

**Specialized Requirements**:

- Experience in Project Management or Program Management roles with demonstrated knowledge of both traditional Waterfall and Agile methodologies.
- Solid knowledge of ITSM/ITIL frameworks or other relevant frameworks/ standards.
- Must be familiar with the technology and the business implication of technology
- Strong experience in reviewing and optimizing the business & IT operational processes.
- Experience in creating Business Cas

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