Key ResponsibilitiesLead, supervise, monitoring and incident management in application systemEnsure SLA compliance for incidents, service requests, and problemsAct as the first escalation point for complex or critical issuesMonitor ticket queues, workload distribution, and team performanceCoordinate with product and developer teamMaintain SOPs, documentation, and knowledge base updatesIdentify recurring issues and propose improvements or automationPrepare regular operational reports (SLA, trends, risks)Support continuous improvement in IT service deliveryRequirementsMinimum 3 years experience in IT Support / IT OperationProven experience leading or supervising an IT support teamExcellent skills in data processing or query database such as MySQL, PostgreSQL and Microsoft ExcelExperience supporting SAP systems (basic functional knowledge) and non-SAP applications (POS, Odoo, or similar ERP) will be a plus pointStrong communication, coordination, and stakeholder management skillsAble to work under pressure in a fast-paced environmentWilling to fully WFO at Ashta SCBD