Deskripsi Pekerjaan

Supervise and coordinate the Application Support team to deliver effective and timely resolution of application-related issues. Act as the primary escalation point for critical application incidents and provide advanced troubleshooting support. Monitor application performance and analyze error reports to recommend improvements or preventive measures. Collaborate with software developers, infrastructure teams, and third-party vendors to resolve complex technical problems. Ensure all incidents, service requests, and change requests are logged and handled within agreed SLAs using the ticketing system. Develop and enforce support processes, documentation, and knowledge base for the team. Mentor, train, and evaluate team members to enhance their technical skills and service quality. Provide regular reports to management on application performance, incidents, and team productivity.