Job description for Technical Service Manager at PT CLoud Ace Integra
Role Summary
The Service Manager leads the operations and maintenance service for a banking client's production lending application. The role is the primary point of contact with the client, coordinates all L1, L2, and database activities, and is accountable for SLA achievement, reporting, and service governance.
Key Responsibilities
- Coordinate all operations and maintenance activities across L1, L2, and database support.
- Act as the primary point of contact and escalation point for the client.
- Own SLA performance and ensure incidents are detected, responded to, and resolved within agreed targets.
- Lead major incident management, coordinating with the client, L3 teams, and the principal application vendor.
- Prepare and present monthly service reports covering SLA achievement, availability, system performance, and incident, problem, and service request summaries.
- Manage the 24/7 shift roster and ensure continuous L1 coverage.
- Ensure all changes (parameter changes, patches, hotfixes, releases) follow the client's change management procedures.
- Ensure operational deliverables are produced and kept current: SOPs, runbooks, knowledge base, incident reports and RCAs, release notes, and DR test documentation.
- Coordinate team participation in periodic disaster recovery (DR) switch tests.
- Support internal and external audits and security incident investigations.
- Lead transition and knowledge transfer from the incumbent service provider.
- Drive continuous service improvement initiatives.
Required Qualifications
- Minimum 5 years of IT experience, including at least 3 years in IT service management, service delivery, or operations management.
- Minimum 1 years of experience in banking or financial services production environments.
- Proven experience managing 24/7 operations teams under SLA-based managed services contracts.
- Strong working knowledge of ITIL processes: incident, problem, change, and service level management.
- Hands-on experience leading major incidents and root cause analysis.
- Experience preparing management-level service and SLA reports.
- Familiarity with OJK and Bank Indonesia regulatory requirements and banking audit processes.
- Sufficient technical understanding of AWS, Kubernetes-based applications, and relational databases to lead technical discussions.
- Excellent English, written and spoken, including client-facing presentation.
Preferred Qualifications
- ITIL 4 Foundation certification or higher.
- Experience leading service transition from an incumbent vendor.
- Experience with lending, core banking, or paylater applications.
- AWS certification or PMP certification.
