Customer Operations, Product Support & Asset Manager

Deskripsi pekerjaan

A. Run & Operate

• Monitor and operate all deployed Orion enterprise environments on an ongoing basis.
• Manage Aman B2B enterprise account operational health.
• Own the full incident lifecycle: detection, triage, resolution, and closure.
• Govern SLA compliance and produce compliance reports for both products.
• Manage scheduled maintenance windows and proactive health checks for all managed deployments.

B. L1–L3 Product Support

• Provide L1/L2 triage and resolution for product issues across Orion and Aman B2B.
• Conduct L3 deep defect analysis in collaboration with R&D, including permanent fix validation.
• Produce Root Cause Analysis (RCA) documentation for all critical incidents.
• Build and maintain a knowledge base including runbooks, known issues, and troubleshooting guides.
• Maintain a structured feedback loop to the Orion PM and Aman Product Manager on recurring issues.

C. Asset & Lab Management

• Manage the full lifecycle of Orion PoC and demo hardware assets.
• Maintain Aman B2B demo tenants across iOS and Android configurations.
• Develop and maintain standard deployment templates for both products.
• Track asset inventory, utilisation, and manage decommissioning processes.
• Ensure rapid provisioning of assets in response to Solution Specialist PoC requests.

Tanggung jawab

A. Run & Operate

• Monitor and operate all deployed Orion enterprise environments on an ongoing basis.
• Manage Aman B2B enterprise account operational health.
• Own the full incident lifecycle: detection, triage, resolution, and closure.
• Govern SLA compliance and produce compliance reports for both products.
• Manage scheduled maintenance windows and proactive health checks for all managed deployments.

B. L1–L3 Product Support

• Provide L1/L2 triage and resolution for product issues across Orion and Aman B2B.
• Conduct L3 deep defect analysis in collaboration with R&D, including permanent fix validation.
• Produce Root Cause Analysis (RCA) documentation for all critical incidents.
• Build and maintain a knowledge base including runbooks, known issues, and troubleshooting guides.
• Maintain a structured feedback loop to the Orion PM and Aman Product Manager on recurring issues.

C. Asset & Lab Management

• Manage the full lifecycle of Orion PoC and demo hardware assets.
• Maintain Aman B2B demo tenants across iOS and Android configurations.
• Develop and maintain standard deployment templates for both products.
• Track asset inventory, utilisation, and manage decommissioning processes.
• Ensure rapid provisioning of assets in response to Solution Specialist PoC requests.

Kualifikasi

• 4+ years of experience in IT operations, NOC/SOC management, or enterprise technical support, preferably in cybersecurity.
• Strong understanding of ITIL frameworks, SLA management, and incident management processes.
• Experience with enterprise network operations, system monitoring, and managed security services.
• Familiarity with mobile device management (MDM) platforms and mobile application operations.
• Proven ability to manage physical and virtual lab environments including asset lifecycle processes.
• Strong documentation skills and experience maintaining knowledge management systems.