Gojek sedang merekrut seorang
Lead Tech Ops
Loker ini dibuat lebih dari 2 bulan yang lalu
About the role
As a part of TechOPs, you’ll play an important role in setting up the newly established Jira Service management within Gojek’s Financial Services team. There will be responsibility of achieving SLA’s in Response time and Resolution time. You have to always keep checking all logged tickets and respond to customers. Reach SLA’s also follow the JSM lifecycle. Extend JSM lifecycle forms for the entire Gofin team and own the same.
What Will You Do
- Daily checking of Ticketing system and responding to customers for reaching SLARouting tickets to correct team e.g. Security/SRE/Product Teams
- Once Ticket is closed, Getting customer satisfactionTalking customers through a series of actions to resolve a problem.
- Troubleshooting initial level of Issue’s, deriving Possible solution
- Conduct troubleshooting root cause analysis
- Creating documents related Incident management, Technical Processes
- Creating multiple dashboards/reportings like JSM dashboards for Response time/Resolution time
- Manage, Enhance Service Desk (JIRA) applicationKeep an eye on Alerting and Monitoring
- Providing technical support for 24x7 functioning
- Desirable ITIL certification
- Guiding Team members
What You Will Need
- 3-5 relevant years of experience
- Extensive experience on Jira Service Management or similar service desk application
- Extensive understanding of Ticketing flow
- Excellent problem solving and troubleshooting skills
- Good written and Verbal Communication skills
- Collaborative mindset
- Customer FocusBasic understanding of cloud and OS concepts
- Good knowledge on support delivery process/guidelines like Problem Management, Incident Management, Change Management, SLA Compliance, productivity, and other application goals, etc.
About the Team
GoFinance (aka GoFin) is GoJek's financial services arm & is on a mission to create and offer responsible & sustainable financial services. GoFin firmly believes that financial inclusion can unlock the doors to a better quality life, both in the present as well as in the long term. We enjoy collaborative iterative development with fast feedback cycles and prefer making pragmatic technical decisions under the myriad of business and regulatory constraints. Our environment is highly supportive and the team loves to help, unblock, and grow together.
About Gojek
Gojek is a Super App. It is one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and a dozen other products. We are Indonesia’s first decacorn. We are also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business, and MSMEs.
As of 2018, Gojek processed more than $9 billion in annualized gross transaction value across all markets where it operates - in Singapore, Vietnam, and Indonesia. We have the largest food delivery product in Asia (outside of China) and is the largest payments wallet in Southeast Asia.
Gojek contributed IDR 249 T to the Indonesian economy (equivalent to 2% of Indonesia's GDP in 2020). As of Q1 2021, the Gojek App witnessed over 190mn downloads by customers. The platform has over 2mn Driver Partners & ~900000 Merchant Partners across SEA.
About GoTo Financial
GoTo Financial brings secure, reliable, and user-friendly financial solutions to over 55 million monthly active users, more than 14 million merchants, and over 2.5 million driver-partners eager to benefit from the digital economy in the GoTo ecosystem.
GoTo Financial’s consumer services include GoPay, GoPayLater, and other financial services. We also serve businesses of all sizes through leading payment gateway Midtrans, Indonesia’s largest cloud POS network Moka and GoKasir. We also have the all-in-one merchant solution GoBiz, GoBiz Plus, GoStore, and Selly - available in Indonesia and Southeast Asia.
Gojek and GoTo Financial are committed to building a diverse and inclusive workplace and are equal opportunity employers. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.
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