Company Description
Traveloka is a technology company based in Jakarta, Indonesia. Founded in 2012 by ex-Silicon Valley engineers and aims to revolutionize human mobility with technology. Today Traveloka is expanding its reach by operating in 8 countries and experimenting with new endeavors that will create large impact in the markets and industries we touch.
As part of the IT Service Delivery team, you will orchestrate information between Corporate IT, business, and external stakeholders in a concise, logical, and understandable manner. Your role primarily supports coordination of Incident/Problem Management, Change Management for Corporate IT products and services. You will also work with a diverse group of internal and external stakeholders to ensure service delivery meets the needs of the organization or End-user.
General Responsibilities
Manage transformational IT projects such as organizational process and system improvement, multi-country implementation, cost optimization, company-wide IT asset offloading, etc. Maintain effective communication and working relationships with various stakeholders and peers on the project performance.
Collect feedback from stakeholders to identify potential improvements in the Information Technology context.
Provide recommendations to the development of processes & tools across departments.
Prepare and implement monthly PDCA/ improvement ideas
Deliver effective presentations of assessment findings & recommendations to high-level management.
Work with IT operations & IT infrastructure on incidents, problems, and changes/projects and take them to logical conclusions whilst partnering with our business partner/vendors.
Consult and contribute to solve complex system issues/problems through in-depth evaluation of business processes, systems, and industry standards and recommend solutions.
Identify the current state of ITIL-related processes & procedures, and facilitate the implementation of all necessary improvements.
Document simple, concise and targeted communication to be shared with business, external partners, based on the impact assessment.
The coordination of incident handling in the organization or in a specific area, such as territory, product, and technology, depending on the organizational design
Lead the engagement with technical specialist teams for any major incidents and work collaboratively to ensure incidents are tracked and resolved effectively.
Coordinating manual work with incidents, especially those involving multiple teams
Monitoring and reviewing the work of teams that handle and resolve incidents
Ensuring sufficient awareness of the incidents and their status across the organization
Conducting regular incident reviews and initiating improvements of the incident management practice, the incident models, and the incident handling procedures
Developing the organization's expertise in the processes and methods of incident management practice
Conducting and coordinating problem registration based on the submitted information
The initial categorization of the problems
Coordinating problem investigation and solution implementation control
Coordinating the communication with the teams responsible for incident resolution and change implementation
The initial processing and verification of change requests
Allocating changes to appropriate teams for assessment and authorization
Formally communicating decisions of change authorities to affected parties
Monitoring and reviewing the activities of the teams that build and test changes
Publishing the change schedule and ensuring that it is available as needed
Strong educational background with a minimum of Bachelor's degree from a well-known and accredited university.
3 years of experience as an IT Service Delivery or Support roles, IT Business Analyst, IT Operations and Infrastructure.
Must have a mix of technical IT knowledge and general business knowledge to locate business problems and potential solutions.
Excellent command of spoken and written English and Bahasa Indonesia and the ability to work across multiple countries.
Strong presentation and communication skills to deliver findings and recommendations.
Willingness to travel extensively to all Traveloka offices.
Experience in Project Management or Program Management roles with demonstrated knowledge of both traditional Waterfall and Agile methodologies.
Solid knowledge of ITSM/ITIL frameworks or other relevant frameworks/ standards.
Must be familiar with the technology and the business implication of technology
Strong experience in reviewing and optimizing the business & IT operational processes.
Understanding of general business concepts such as TCO, timeline, cost & expense, etc, and ability to apply these skills to practical business decision-making.
Experience in creating Business Cases with a structured and factual approach.
Exceptional documentation skills and attention to detail for documentation (document versioning & storage, processes/procedures/ policy documentation, cash flow documentation, etc.)
Solid knowledge of general financial management, financial reporting, and analysis, cost planning/ allocation/ controlling, and cost forecasting
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