Incident Management Specialist

1 week ago


Jakarta, Indonesia PT. ALTO Network Full time

PT ALTO Network (Djarum Group), founded in 1993, is a financial technology company on providing total banking and payment solutions for Indonesia transaction ecosystems. ALTO is one of the 4 Licensed Lembaga Switchings in Indonesia and part of the Gerbang Pembayaran National (GPN). Today, ALTO aims to be the national leader in payment solutions using the most innovative technology to give impact on connecting merchants and financial institutions to their customers.

This position will be reporting directly to the **Head of Helpdesk Monitoring & Operation Strategy**

Official Role**: Problem Management Lead**

nb: Hybrid Working System

**Main Function**

Leading and managing the stages of the problem management cycle by monitoring problem handling so that the goal of solving problems can be carried out according to SLA and ensuring repeated incidents do not occur again/ can be handled properly with an agreed settlement method.
- Lead the team to solve service problems in accordance with the SLA that has been set.
- Provide reports on problem on ALTO services in a timely manner.
- Ensure that the solution of each service problem has a permanent solution and good control function and participate in planning preventive actions against the problem.
- Collaborate with relevant teams to ensure continuous improvement in ensuring the root cause of existing problems is handled appropriately.
- Understand the services provided by ALTO to all members and clients.
- Understand well about all products in ALTO.
- Understand the architecture of ALTO systems and products.
- Fostering cooperation with internal and external parties in ensuring that service problems can be resolved on target.

**Job Requirements**
- Minimum 4 years experience in IT
- Experience in the banking industry preferred
- Advanced level of experience in managing major Incidents and problems within an ITIL framework
- Advanced knowledge of the concepts, theories, practices and techniques of the information technology field, including emphasis on IT Service Management; Incident, Problem, Change and Knowledge Management process

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