Technical Manager
Cartrack Indonesia
Job location
Jakarta
Employment status
Full–time
Job details
Job Summary
Do you take ownership, embrace challenges, and love problem-solving?
Are you passionate about technology and able to perform under pressure?
We’re a world-leading smart mobility SaaS tech company with over 2,000,000 subscribers across 23 countries and we’re looking for a Technical Support Manager to join our team. Our teams are collaborative, vibrant and fast-growing, and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.
What’s the role
We are looking for a savvy Technical Manager partnering with the business to support the growth of the business. In this role, you will need to lead a team of technical operations and control room staff ensuring timely support on the technical aspect of the project implementation and customers’ concerns.
Responsibilities
Operations/Technical
• Manage daily operations, including manpower deployment and contingency planning within the technical department.
• Maintain ownership of OTRS ticket tracking, ensuring SLAs are adhered to, and promptly escalating issues, with follow-through until resolution.
• Handle and resolve technical issues faced by external customers in a timely and efficient manner.
• Manage and deliver custom requests from external customers, such as web service integrations and customized reports.
• Ensure that department productivity targets are consistently met.
• Continuously monitor product health, detect any anomalies, and initiate prioritized repairs when necessary.
• Recommend improvements and enhancements to optimize system performance.
• Analyze market trends and customer feedback to inform and enhance product development efforts.
• Provide product and system training to both internal teams and customers as required.
• Review and approve vendor services, ensuring associated costs are well-managed and justified
Requirements
• Bachelor Degree in Engineering with strong electronics / technical experiences
• Minimum of 5 years’ experience in the role and experience in managing and grow a team.
• Experience in System Integrator (SI) industry or familiar with SaaS platform is an added advantage
• Proven track record in incident and troubleshooting management
• Good leadership and people management skills and ability to work under pressure
• Excellent communication and interpersonal skills
• Hands-on and a can-do attitude
• Technically independent with good initiative
• Strong analytical and problem-solving skills with an out-of-box approach in providing solutions
