Lowongan IT Jobs DesignStream, PTE LTD

IT Job, Lowongan Product Support Helpdesk Manager
DesignStream provides comprehensive support for Oracle - Hyperion Solution products. We cover all major phases of the product lifecycle from installation to development to production & helpdesk support.

Our core purpose is to solve our customer's problems. DesignStream has a solid and hard-earned reputation for providing deep technical knowledge, building robust applications, and excelling where others cannot. For this, every single employee has a direct and lasting impact.

We have exceptionally high expectations of our staff. As an employee, we expect you to succeed when you have a challenge, and learn what is in front of you. If you have the spirit, dedication, and perseverance to enjoy our work in our team, then we would like to work with you.

PRODUCT SUPPORT HELPDESK MANAGER

Job description
DesignStream covers the SE Asia region, but our support center is located in Jakarta, Indonesia. We are actively seeking an experience support manager to assume responsibility for the technical support (Helpdesk) department.

Requirements:
Minimum 2 years experience managing an IT helpdesk / support team
Experienced knowledge of professional support work flow such as case handling, response times, queue management, critical account escalations
Able to handle critical issues
Excellent responsiveness
24x7 availability for crisis management when necessary
Experience with relational databases such as MS SQL Server, Oracle, OBIEE, or Hyperion Essbase products
Professional communication skills
Fluent English
Strong support management, customer communication skills, and accountability are essential.

Responsibilities will include
Ownership of DesignStream technical support and training
24x7 support responsibility
Monitor support queue and ensure timely case routing & handling
Engage & visit customers during critical periods, or for critical issue
Managing resource plans for support consultants on and off -site
Supporting project teams, including hands on design work as necessary
Coordinate training schedule and identify appropriate resources
Ensure infrastructure is in place to support various customer environments

Job Location
The primary base will be Jakarta, Indonesia, although travel in SE Asia to customer sites is expected.

We invite qualified personnel to apply.
Please summarize your working experience in your cover letter, state your salary requirements, and send to:
Email: careers@designstream.biz
Resumes from applicants without prior support management experience will be deleted.