IT Application Support Assistant Manager

Key Responsibilities

Lead, supervise, monitoring and incident management in application system

Ensure SLA compliance for incidents, service requests, and problems

Act as the first escalation point for complex or critical issues

Monitor ticket queues, workload distribution, and team performance

Coordinate with product and developer team

Maintain SOPs, documentation, and knowledge base updates

Identify recurring issues and propose improvements or automation

Prepare regular operational reports (SLA, trends, risks)

Support continuous improvement in IT service delivery

Requirements

Minimum 3 years experience in IT Support / IT Operation

Proven experience leading or supervising an IT support team

Excellent skills in data processing or query database such as MySQL, PostgreSQL and Microsoft Excel

Experience supporting SAP systems (basic functional knowledge) and non-SAP applications (POS, Odoo, or similar ERP) will be a plus point

Strong communication, coordination, and stakeholder management skills

Able to work under pressure in a fast-paced environment

Willing to fully WFO at Ashta SCBD

Company Information Retail & Consumer Products 101-1,000 employees

Established in 1996, PT Erajaya Swasembada Tbk. ("Erajaya") has grown beyond an integrated mobile telecommunication device importer, distributor and retailer, where the Company is also acknowledged as the largest and most trusted companies in its business in Indonesia.

Erajaya engages in the distribution and retail of mobile telecommunication devices, such as mobile phones and tablets, subscriber identity module card (SIM Card), mobile network operator voucher top-up, accessories, and gadgets such as computers and other electronic devices.

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