DESKRIPSI PEKERJAAN
Ticket Closure Management (Primary Focus)
Manage tickets that are technically completed but awaiting customer approval.
Proactively follow up with customers to obtain confirmation or feedback.
Ensure all required documentation, logs, and resolution summaries are complete.
Maintain clean and accurate ticket statuses in Jira.
Enforce SLA and closure governance standards.
Identify aging tickets and drive them toward resolution or formal closure.
Escalate when customers are unresponsive or when clarification is needed.
Coordination & Communication
Serve as the communication bridge between customers and HPC Engineering.
Provide structured updates via Slack and Jira.
Clarify open questions between stakeholders.
Ensure resolution summaries are customer-ready and clearly documented.
Light First-Level Validation (Secondary Focus)
Perform basic validation checks before closure (documentation completeness, log attachments, correct categorization).
Verify that provisioning, GPU-related issues, or troubleshooting steps were properly recorded.
Ensure runbook compliance.
REQUIREMENT
Experience in service coordination, IT support operations, or ticket governance.
Strong Jira experience (status management, workflows, reporting).
Comfortable using Slack in operational environments.
Highly organized and process-driven.
Strong written communication skills (customer-facing).
Ability to follow up persistently but professionally.
Experience in technical environments (HPC, infrastructure, data center, cloud) is a plus.
Ideal Candidate Traits
Detail-oriented and structured
Strong ownership mindset
Comfortable following up repeatedly
Process-focused rather than purely technical
Able to manage multiple open cases simultaneously
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification D3
- Min Experience Supervisor / Coordinator
