Senior Service Desk Manager - Cloud Software Solutions

Youtap is a leading fintech and platform provider delivering cloud-native digital banking and commerce solutions. We are looking for a Senior Service Desk Manager to establish and lead our Jakarta-based support operations for large enterprise customers.

Requirements

• 7+ years of experience in customer-facing technical service desks or technical support management roles in high-availability, enterprise environments.
• Software development background.
• Strong understanding of backend (APIs, microservices) and frontend (web/mobile apps) support processes.
• Proven track record of managing and scaling support teams in fast-paced, customer-critical environments.
• Experience managing systems with uptime SLAs of 99.99% or higher.
• Familiarity with cloud infrastructure (AWS, Azure, GCP) and observability tools (e.g., Grafana, Kibana, New Relic).
• Hands-on experience with ticketing and service management platforms (e.g., Jira Service Desk, ServiceNow, Zendesk).
• Excellent leadership, communication, and stakeholder management skills.
• Ability to manage shift-based or 24/7 support coverage.

Benefits

• Competitive compensation
• The opportunity to build and shape a mission-critical function from the ground up
• Exposure to world-class enterprise technology and global customers
• Collaborative team environment in a growing, innovative company