Customer Operations, Product Support & Asset Manager
PT ITSEC Asia Tbk
- Penuh waktu
- On-site • Jakarta
- Negotiable
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Deskripsi Pekerjaan
A. Run & Operate
- Monitor and operate all deployed Orion enterprise environments on an ongoing basis.
- Manage Aman B2B enterprise account operational health.
- Own the full incident lifecycle: detection, triage, resolution, and closure.
- Govern SLA compliance and produce compliance reports for both products.
- Manage scheduled maintenance windows and proactive health checks for all managed deployments.
B. L1–L3 Product Support
- Provide L1/L2 triage and resolution for product issues across Orion and Aman B2B.
- Conduct L3 deep defect analysis in collaboration with R&D, including permanent fix validation.
- Produce Root Cause Analysis (RCA) documentation for all critical incidents.
- Build and maintain a knowledge base including runbooks, known issues, and troubleshooting guides.
- Maintain a structured feedback loop to the Orion PM and Aman Product Manager on recurring issues.
C. Asset & Lab Management
- Manage the full lifecycle of Orion PoC and demo hardware assets.
- Maintain Aman B2B demo tenants across iOS and Android configurations.
- Develop and maintain standard deployment templates for both products.
- Track asset inventory, utilisation, and manage decommissioning processes.
- Ensure rapid provisioning of assets in response to Solution Specialist PoC requests.
Kualifikasi
- 4+ years of experience in IT operations, NOC/SOC management, or enterprise technical support, preferably in cybersecurity.
- Strong understanding of ITIL frameworks, SLA management, and incident management processes.
- Experience with enterprise network operations, system monitoring, and managed security services.
- Familiarity with mobile device management (MDM) platforms and mobile application operations.
- Proven ability to manage physical and virtual lab environments including asset lifecycle processes.
- Strong documentation skills and experience maintaining knowledge management systems.
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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.
