Overview

Lead a team of Datacenter Technicians delivering 24x7 on-site installations, proactive maintenance, and account management services in Indonesia. Drive customer satisfaction, meet service levels, and identify business opportunities through strong internal and external communication. Serve as the primary point of contact for customers and partners, facilitating relationships and resolving escalated issues across diverse situations.

Responsibilities

• Manage and mentor a team of Datacenter Technicians to ensure high-performance delivery of on-site services.
• Oversee installations, proactive maintenance, and account management in a defined Indonesian territory.
• Maintain 24x7 on-site service levels to meet contractual obligations and SLAs.
• Drive customer satisfaction through regular feedback, relationship building, and issue resolution.
• Identify and pursue business opportunities to expand services and revenue.
• Act as primary customer and partner contact for escalations and advisory support.
• Facilitate cross-functional collaboration internally and provide XLOB assistance on complex issues.
• Monitor team performance, report metrics, and implement continuous improvement initiatives.

Qualifications

• Bachelor's degree in IT, Business Management, or related field.
• 5+ years in customer service, technical support, or datacenter operations management.
• Proven leadership experience managing technical teams in a 24x7 environment.
• Strong communication and relationship-building skills at all organizational levels.
• Deep knowledge of datacenter technologies, installations, and proactive services.
• Experience in Indonesia market; fluency in English and Bahasa Indonesia required.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health insurance and medical coverage.
• Generous paid time off and flexible working arrangements.
• Professional development and training opportunities with Oracle.
• Employee stock purchase plan and retirement savings benefits.