Job Description
- Participate in preparing technical proposals for maintenance projects with the sales team.
- Validate delivery project results based on UAT testing before transitioning to maintenance.
- Develop dashboards for ongoing maintenance services (e.g., support services, engineer allocation).
- Monitor implementation of maintenance services, including SLA compliance and issue resolution.
- Coordinate ticket resolution with engineers and escalate issues to product support when needed.
- Prepare monthly maintenance reports detailing device performance and helpdesk activities (e.g., ticket volumes, response times).
- Coordinate BAST preparation and invoice issuance for monthly client billing.
- Follow up on conflicts related to maintenance services, including troubleshooting and billing.
- Stay updated on relevant technological trends to identify service improvement opportunities.
Requirements
- Bachelor’s or Master’s degree in Information Technology, Engineering, Business Administration, or related field.
- Minimum 8 years in project management in IT or cybersecurity services, with a proven record of managing high-complexity projects.
- Experience in managing client-facing support functions and coordinating across cross-functional teams.
- Strong understanding of IT service management (ITSM), SLAs, and support workflows.
- Understanding of cybersecurity environments and maintenance workflows.
- Proficient in documentation and reporting for client-facing deliverables.
- Client-focused with strong problem-solving skills.
- Excellent communication and coordination across teams.
- Detail-oriented and proactive in addressing service delivery challenges.
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ITSEC is one of the leading cybersecurity companies in the APAC region, listed on the Indonesian Stock Exchange (IDX), with over 300 employees across five countries. We deliver end-to-end cybersecurity services and solutions, including Consulting Services, Security Solutions Integration, and Managed Security Services. ITSEC provides continuous IT infrastructure protection against multiplying cybersecurity threats and ensures compliance with increasingly demanding data protection and critical infrastructure regulations. Our expertise has been built over a decade of delivering thousands of high-quality cybersecurity projects, providing cutting-edge solutions in collaboration with world-class technology partners across financial, telecommunications, energy, transportation, manufacturing, and other critical industry sectors. We also have extensive experience in helping our customers with fraud prevention, Operational Technology (OT), and Industrial IoT (IIoT) security.
