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IT Helpdesk Lead (Transportation)

South Jakarta Permanent View Job Description
We are looking for a Senior Technical Operations / Helpdesk Lead to drive incident management, troubleshooting, and system reliability across business-critical platforms. This role requires strong technical judgement, proactive problem-solving, and the ability to lead operational excellence through data-driven insights.
  • Lead critical incident response and drive system reliability
  • Own TechOps strategy with strong impact on operations

About Our Client

Our client is a leading organisation in the transportation and mobility services industry, leveraging technology to deliver reliable and scalable operational systems.

Job Description

  • Exercise strong technical judgement to determine when to escalate issues versus conducting independent investigations
  • Communicate clearly and transparently with stakeholders throughout incident lifecycles
  • Analyse logs, monitoring dashboards, and alerts to identify root causes before involving engineering teams
  • Define and prioritise key TechOps metrics and build operational dashboards for efficient troubleshooting
  • Resolve user-specific issues proactively, reducing dependency on engineering teams
  • Identify recurring operational issues and collaborate with Product/Engineering to implement automation or permanent fixes
  • Track and document all incidents, ensuring accurate reporting and timely post-mortem follow-ups
  • Ensure RCA action items are delivered on time across teams

The Successful Applicant

  • Minimum 10 years of experience in IT Support, Helpdesk, or Technical Operations
  • Strong troubleshooting skills with the ability to differentiate user-specific vs system-level issues
  • Proven experience in Incident Management and stakeholder communication across all levels
  • Solid understanding of monitoring concepts and log analysis
  • Ability to interpret and visualise operational data (e.g. error rates, latency, system logs) for rapid decision-making
  • Assertive and detail-oriented in following up with technical teams
  • Strong sense of ownership and accountability in high-pressure situations
  • Willing to work from office (WFO) at Jakarta Selatan

What's on Offer

  • Opportunity to lead critical TechOps functions in a large-scale environment
  • High visibility role with cross-functional stakeholder exposure
  • Chance to drive automation and operational excellence initiatives
  • Competitive compensation and long-term career growth
Contact
Fendy Yoesin
Quote job ref
JN-062026-7031599
Phone number
+62 21 2958 8806

Job summary

Function
Information Technology
Sub Sector
IT Support
What is your area of specialisation?
Technology & Telecoms
Location
South Jakarta
Contract Type
Permanent
Consultant name
Fendy Yoesin
Consultant contact
+62 21 2958 8806
Job Reference
JN-062026-7031599

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.