Lowongan Service Delivery Manager di PT Arupa Cloud Nusantara

Responsibilities:

• Responsible for handling escalated situations in which additional oversight and assistance are required
• Monitor, troubleshoot and resolve operational issues, multi-tier application architectures
• Supports the day-to-day operations of the contact center operations
• Handles escalated customer service issues
• Participate in client application and architecture planning and development processes (both continuous and project based)
• Manages the overall daily volume of requests for the client(s) while ensuring service level standards are met
• Provide oversight, help the client build scalable and robust backend infrastructure that will support their needs by understanding them and translating the client’s needs to the operational delivery teams
• Manage administration and maintenance of assigned information systems, function(s) and/or resources
• Perform ongoing system and cloud related administration tasks
• Perform system and application log review and analysis in the context of operations and security
• Implement and maintain automation solutions to make sure that no repetitive tasks need to be done manually
• Collaborate on needs analysis for customer service, upgrades, or changes to systems
• Manage multiple projects/clients, often through subordinate project managers
• Analyze and provide monthly reporting to client such as SLA, tickets queue, performance server

Requirements:

• Prior MSP experience is preferred
• Bachelor’s degree in Computer Science, Information Technology, related field, or equivalent job experience
• 3-5 years of IT Helpdesk, Call Center, and or Project Management experience
• Significant experience in the area of IT end-user support and IT Service Desk
• Commitment to delivering customer service excellence and high-quality work
• Excellent verbal and written communication skills
• Ability to anticipate, successfully negotiate, and solve problems. Able to resolve conflicts when they arise
• Experience and/or familiarity with Project Management and its concepts and best practices
• Good at problem-solving thinker. Identifies and resolves problems promptly and gathers and analyzes complex information quickly