IT Operations and Service Management Leader

Led a 25-member IT Service Support organization spanning Service Desk, Application Support, Problem Management, Release Management, and System & Data Integration Support. Directed daily multi-functional support operations, production releases, migration readiness, change approvals, and production implementations.

Led disaster recovery testing for nearly 100 core banking applications, coordinating business stakeholders and third-party vendors to validate failover readiness against RTO and RPO targets. Established the IT Monitoring team and expanded proactive health checks using SolarWinds, Dynatrace, Prognosis, and Grafana.

Standardized IT operations procedures to support ISO 27001 alignment and audit requirements. Managed vendor operations, SLA commitments, service quality reviews, and corrective actions.

Led an 18-member IT Operation Centre covering Service Desk, Application Support, Problem Management, and Monitoring for nationwide consumer finance operations. Managed operational service delivery and coordinated support across internal technical teams and external vendors.

Managed enterprise monitoring and logging capabilities using Nagios, Dynatrace, Splunk, and Grafana to identify performance issues and enable proactive incident response. Directed major incident coordination, root cause analysis, and corrective-action tracking for recurring service issues.

Standardized operational controls and documentation to support ISO 27001 compliance and audit readiness. Managed vendor performance, SLA tracking, contract compliance, escalations, and stakeholder communications.

Supported core application operations for a nationwide network of more than 300 branches, including daily Begin of Day and End of Day financial processing. Helped maintain reliable operational support for core business systems.

Administered application user access across branch locations and performed semi-annual access recertification to support governance and audit requirements. Coordinated business requirement analysis, User Acceptance Testing, application rollouts, and end-user training for new core application modules.

Monitored network and server infrastructure in a 24/7 Network Operations Center environment. Performed first-line troubleshooting, incident triage, and technical escalations to maintain service availability.

Provided IT helpdesk and operational support, ensuring incidents were identified, logged, assessed, and escalated to appropriate technical teams.

Developed and deployed an ASP.NET-based Enterprise Asset Management and Tracking System for Bank Indonesia. The solution supported asset tracking and inventory management processes.

Contributed application development expertise across implementation and deployment activities, combining software development with an understanding of enterprise operational requirements.

Undertake assignment-based freelance projects involving software testing across online platforms. Work includes evaluating software functionality and supporting project-specific testing activities.

Also perform AI-related data tasks, including image and video annotation and data labeling. Engagements vary by project scope and availability.

Completed a Bachelor of Information Technology degree.