Deskripsi pekerjaan Service Team Lead PT Hutabyte Abhinaya Inovasi
RESPONSIBILITIES
- Team Leadership and Development: Lead, mentor, and develop Service Engineers to strengthen capability, accountability, and career growth.
- Work from Anywhere Enablement: Build a disciplined, collaborative, and high-performing remote work culture across a distributed team.
- Shift Management: Ensure seamless 24/7 service coverage through effective workforce planning, scheduling, and handover quality.
- Service Operations Management: Oversee daily service operations to maintain responsiveness, service reliability, and execution discipline.
- Major Incident and Escalation Management: Serve as the primary escalation point for critical incidents and coordinate timely service recovery.
- Service Level Management and Reporting: Manage SLAs, monitor service performance, and prepare regular operational reports, including incident summaries and RCA.
- Monitoring and Optimization: Analyze ticket trends, identify recurring issues, and drive continual improvement in service quality and efficiency.
- Incident Assessment and Management: Assess incident severity and business impact to ensure appropriate prioritization and response.
- AI-era Service Management: Identify and promote practical use of automation and AI to improve service productivity, knowledge access, and user experience.
REQUIREMENTS
- Bachelor's degree in Information Technology, Electrical Engineering, Information Systems, or related fields.
- Minimum 4 years of experience in NOC, IT operations, or managed service environment.
- Minimum 1 years of supervisory experience in NOC, IT operations, or managed services environment.
- Strong experience in incident management, service operations, and stakeholder communication.
- Experience working in a structured support environment with SLAs, escalation management, reporting, and continual improvement practices.
PREFERRED SKILLS
- ITIL 4 Foundation, ISO/IEC 20000 familiarity, or other relevant service management certification preferred.
- Strong understanding of IT infrastructure, including operating systems (Windows/Linux), network protocols (TCP/IP, DNS, VPN), routing, telecommunications, security, and IoT.
- Demonstrated ability to handle critical incidents and implement root cause analysis effectively.
- Exceptional communication skills to convey technical information to technical and non-technical audiences.
- Skilled in creating concise and comprehensive technical documentation.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- This is a Work from Anywhere role, but candidates must demonstrate strong remote work discipline, responsiveness, and collaboration habits.
