Our main product is the transaction behind every banking transaction for both physical transactions and digital transactions. Kindly check our product here:
This position will be reporting directly to the Head of Helpdesk Monitoring & Operation Strategy
Official Role: Senior Service Solution Manager
nb: Hybrid Working System
Main Function
Leading the Service Operations Team consisting of 3 main functions, namely Helpdesk-Monitoring & Transactions, Problem Management and Service Analysis to ensure synergy between these three functions so that a good customer experience can be created.
Job Description
- Lead the team to achieve a predetermined service SLA.
- Understand and apply CSAT and NPS methods in measuring the service quality of the Operations Team.
- Ensuring the handling and management of incidents & problems so that they can be carried out properly.
- Provide periodic reports on team performance and operational situation in a timely manner.
- Ensuring the quality of operational services can provide a good customer experience.
- Support and contribute to solving operational problems faced.
- Collaborate with the Data and Knowledge Management Team to improve the quality of knowledge of the entire operational team.
- Understand well about all products in ALTO.
- Understand the profiles of ALTO partners, members and clients related to operational services.
- Fostering cooperation with internal and external parties in improving operational services.
- Provide work guidance to the team in carrying out their duties in accordance with the ITSM concept.
- Minimum 8 years experience in IT
- Experience in transaction monitoring system
- Have experience leading a large number of teams (>10 people).
- Advanced level of experience in managing major Incidents and problems within an ITIL framework
- Advanced knowledge of the concepts, theories, practices and techniques of the information technology field, including emphasis on IT Service Management; Incident, Problem, Change and Knowledge Management process
PT. ALTO Network