Service Management Specialist

About Us

Euronet Worldwide is a NASDAQ listed transactions and payments processing major with strong presence in North America, Europe, Middle East, India and the Asia-Pacific regions. A global leader in payments processing and cross-border transactions, Euronet moves money in all the ways consumers and businesses depend upon. This includes money transfers, credit/debit processing, ATMs, point-of-sale services, branded payments, currency exchange and more. With products and services in more than 200 countries and territories provided through its own brand and branded business segments, Euronet and its financial technologies and networks make participation in the global economy easier, faster and more secure for everyone.

We build tomorrow's financial technology today to enhance our global community and connect the world through financial participation

Job title: Service Management Specialist - Helpdesk & Business Continuity

Experience: 8–10 Years

Location: Jakarta, Indonesia (Indonesian applicant only)

Function: IT Service Management / IT Operations

About the Role

We are seeking an experienced and driven Service Management Specialist to oversee Service Desk operations, IT incident management, and business continuity support. This role is critical in ensuring high service availability, operational excellence, and continuous process improvement across IT services.

The ideal candidate will bring strong expertise in ITSM frameworks, hands-on experience with monitoring and observability tools, and the ability to lead and collaborate across multiple technology and infrastructure teams.

Key Responsibilities

• Lead and manage Service Desk / Monitoring Center operations, ensuring efficient handling of IT incidents and service requests.
• Drive day-to-day BAU operations, ensuring adherence to defined SLAs and service quality standards.
• Oversee and actively manage Incident Management, Event Management, Request Fulfilment, Problem Management, and Knowledge Management processes aligned with ITSM best practices.
• Coordinate with cross-functional Technology, IT Infrastructure, and Operations teams to ensure timely resolution of incidents and service requests.
• Own and review incident and service request lifecycle, from logging through resolution and closure.
• Develop, document, and continuously review Standard Operating Procedures (SOPs) for the Observability and Service Management teams.
• Lead initiatives focused on process improvement, automation, and service optimization.
• Prepare and present operational reports (Daily, Weekly, Monthly) for management review.
• Support business continuity and operational resilience efforts as part of the service management function.

Tools & Technology Experience

Hands-on experience with one or more of the following monitoring and observability tools is required:

• Monitoring & APM: Nagios, Icinga, Dynatrace, AppDynamics, Grafana
• AIOps & Alerting: Opsgenie, PagerDuty, Grafana AIOps
• Network Monitoring: PRTG, WhatsUp Gold
• Power BI experience is an added advantage

Required Skills & Qualifications

• 8–10 years of relevant experience in IT Service Management / IT Operations
• Strong knowledge of ITSM frameworks (ITIL-based processes preferred)
• Proven experience managing Service Desk or Monitoring Center operations
• Solid understanding of SLA management, escalation handling, and incident response
• Excellent stakeholder management and cross-team coordination skills
• Fluent English communication skills (verbal and written) – mandatory
• Ability to lead initiatives, mentor team members, and influence process change

Why Join Us

• Opportunity to lead and shape critical IT service management operations
• Exposure to modern observability and AIOps platforms
• Collaborative environment with strong focus on continuous improvement
• Career growth in a high-impact leadership role