Engineering and Technology - IT Service Delivery Lead

Date Posted: Posted14 hari yang lalu
Salary:
Jakarta

Job Description

DepartmentEngineering and Technology LevelExperienced (Team Lead) LocationIndonesia - Jakarta

The Engineering and Technology team is at the core of the Shopee platform development. The team is made up of a group of passionate engineers from all over the world, striving to build the best systems with the most suitable technologies. Our engineers do not merely solve problems at hand; We build foundations for a long-lasting future. We don't limit ourselves on what we can or can't do; we take matters into our own hands even if it means drilling down to the bottom layer of the computing platform. Shopee's hyper-growing business scale has transformed most "innocent" problems into huge technical challenges, and there is no better place to experience it first-hand if you love technologies as much as we do. Browse our Engineering and Technology team openings to see how you can make an impact with us.

Job Description:
  • Overseeing 24x7 IT support including resource planning and management of in-house Tier-1 IT Helpdesk and Tier 2 IT Support teams to pre-defined SLAs.
  • Coordinates the distribution & delivery of hardware (laptop, desktop, and other peripherals) and software or account (Microsoft Office, Windows, Google Suites, and other SaaS applications)
  • Manage operational procedures to ensure compliance with applicable policies and performance measures.
  • Support of IT asset management functions including procurement/purchasing, receiving, deployment, management (inventory tracking and reporting), and disposition.
  • Prepare and review all service level & operation Metrics and KPI scorecards for service delivery.
  • Overall management and driving continuous innovation and expansion of company IT support management and participation in technology initiatives and projects throughout the organization.
  • Establishes relationships with technology-related vendors including initial vendor selection, SLA & contract negotiations, and ongoing vendor management
  • Act as a technical and management escalation point for troubleshooting complex issues in IT Service Delivery contexts
  • Continually reviews the effectiveness of IT delivery and seeks to optimize the value of ITSM/ ITIL
  • Acts as a trusted advisor, and builds and maintains relationships with other IT leaders and business stakeholders to develop a clear understanding of business needs, and is able to respond with the agility required to address changing business priorities
Requirements:
  • 8 or more years of experience managing IT helpdesk & support for large, international organizations with strong IT operations acumen, including cross-domain knowledge
  • Three or more years of leadership responsibilities. Preferably proven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support
  • Strong knowledge and ability to implement, troubleshoot and resolve application and system issues
  • Strong knowledge & experience in the life-cycle management of IT operations assets, such as procurement, deployment/ distribution, management, and disposition.
  • Exceptional documentation skills and attention to detail for documentation (design documentation, processes/procedures, environment diagrams, etc.).
  • Eagerness to learn and work outside your technology and responsibility comfort zone.
  • Exposure to and understanding of ITSM/ITIL frameworks and agile methodology (Scrum, Kanban, etc) and their working tools.
  • Exposure to and understanding of remote monitoring & management (RMM) tools such as Zabbix, Grafana, ManageEngine, Solarwind, Cloudwatch, etc
  • Experience administering and supporting users with Windows and macOS environments.
  • Experience implementing and maintaining asset management tracking solutions.

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Job Detail

  • Job Id
    381c83c137edcaa4
  • Location
    Jakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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