Job Description
Application Support & Incident Management
- Receive, investigate, and resolve application support requests through ticketing systems, email, and other support channels.
- Diagnose and troubleshoot application issues including login failures, system errors, performance degradation, payment-related issues, and account access problems.
- Monitor application performance and proactively identify potential incidents.
- Escalate unresolved issues to relevant internal teams or external vendors with complete analysis and documentation.
- Track incidents through resolution while ensuring compliance with agreed service levels (SLA).
- Communicate issue status and resolution updates to stakeholders and end users.
Application Administration & Maintenance
- Manage user access, permissions, and application configurations.
- Support application deployments, upgrades, patches, and release activities.
- Conduct User Acceptance Testing (UAT) for new features and system enhancements.
- Monitor application availability, performance metrics, and operational health.
- Maintain software licenses, subscriptions, and application inventories.
Business Application Operations Support
- Provide operational support for customer-facing and internal business applications. Investigate transaction issues, system configuration errors, and integration-related incidents.
- Support business teams in resolving application-related operational challenges.
- Coordinate with product, operations, and development teams to ensure smooth application performance.
- Assist in application rollouts, system implementations, and technology initiatives.
Documentation & Continuous Improvement
- Document incidents, troubleshooting procedures, and resolutions accurately.
- Maintain and improve knowledge base articles, SOPs, and support documentation.
- Contribute to process improvements that enhance operational efficiency and user experience.
- Participate in knowledge-sharing sessions and continuous learning activities.
Requirements
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
- Diploma graduates with relevant experience are welcome to apply.
- Professional certifications such as ITIL Foundation, CompTIA A+, AWS Cloud Practitioner, or equivalent are an advantage.
- 2–5 years of experience in Application Support or IT Operations.
- Experience supporting web applications, mobile applications (Android/iOS), or enterprise systems is preferred. Experience using ticketing platforms such as Jira, Zendesk, Freshdesk, ServiceNow, or similar tools is highly desirable.
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GreenSM Indonesia: Leading the Way in Sustainable Mobility Solutions
GreenSM Indonesia is part of GSM, an innovative technology firm that offers Vietnam's premier all-electric multi-service platform, now expanding its revolutionary approach to Southeast Asia. We provide reliable and eco-friendly mobility solutions, including electric taxis, motorbikes, and on-demand express services.
Our Mission:
To create a sustainable, green, and convenient transportation ecosystem that empowers communities to embrace a greener, smarter future. We believe in driving positive change and shaping a technologically advanced landscape for everyone.
Key Achievements by GSM in Just One Year:
- Became the second-largest ride-hailing platform in Vietnam, rapidly establishing itself as a leading player.
- Launched a groundbreaking product that has significantly impacted the transportation industry.
- Earned recognition as one of Vietnam's top 10 highlights within its economy.
The Road Ahead:
GreenSM Indonesia is committed to pushing the boundaries of innovation and sustainability in transportation. Join us in our mission to pioneer the future of mobility across the region and contribute to a cleaner, more sustainable environment for all.
Together, we are creating the blueprint for a green and intelligent future.
