Rocitha . Email & Phone Number

Jakarta, Indonesia

• Oversee the day-to-day operations of the production support team to ensure timely and efficient resolution of issues.• Prioritize and manage support requests, incidents, and service requests according to their urgency and impact on the business.• Develop and implement strategies to minimize downtime and improve system reliability and performance.• Ensure compliance with Service Level Agreements (SLAs) and monitor key performance indicators (KPIs) related to production support.• Facilitate root cause analysis for critical incidents and drive the implementation of corrective and preventive measures.• Manage the end-to-end process of change requests, including the assessment, approval, scheduling, and implementation of changes.• Work closely with clients to understand their requirements and assess the impact of change requests on existing systems and processes.• Coordinate with development, QA, and operations teams to ensure that changes are thoroughly tested and deployed without disrupting production environments.• Maintain a detailed log of all change requests and track their status throughout the lifecycle.

• Respond promptly to incidents reported by users or detected through monitoring systems, investigate the root causes, and implement appropriate solutions to restore service within agreed-upon service level agreements (SLAs).• Diagnose and resolve technical issues encountered in production systems, utilizing a systematic approach to identify underlying causes and implement effective solutions to minimize downtime and disruptions.• Monitor the performance and availability of production systems using monitoring tools and techniques, proactively identifying potential issues or anomalies and taking corrective actions to prevent service degradation or outages.• Analyze recurring incidents and identify underlying problems, working collaboratively with development teams and client to implement permanent fixes and preventive measures to reduce the likelihood of future incidents.• Assess the impact of proposed changes to production systems, participate in change review and approval processes, and coordinate with client to ensure smooth and safe implementation of changes with minimal disruption to operations.• Coordinate the application of patches, updates, and security fixes to production systems, following established procedures and protocols to ensure system integrity, security, and compliance with regulatory requirements.• Maintain accurate and up-to-date documentation of production systems, including configurations, procedures, troubleshooting guides, and incident resolution steps, to facilitate knowledge sharing and continuity of operations.• Participate in post-incident reviews, retrospectives, and lessons learned sessions to identify opportunities for process improvement, enhance system resilience, and optimize support workflows for better efficiency and effectiveness.

• Evaluate change requests submitted by Clients, ensuring they are complete, feasible, and align with business objectives.• Gather and analyze requirements associated with change requests, ensuring a clear understanding of the requested changes and their impact on existing systems or processes.• Assess the potential impact of proposed changes on systems, processes, and data. This includes identifying risks and dependencies that may affect implementation.• Analysis to evaluate the feasibility and value of implementing proposed changes, considering factors such as resource requirements, timeframes, and expected outcomes.• Evaluate the technical implications of proposed changes, considering factors such as system architecture, integration points, and compatibility with existing technologies.• Create documentation of change requests, including gap requirements, timeline, proposal and functional specification document.• Collaborate with clients, project manager and technical teams to design solutions that address the requirements outlined in change requests while minimizing disruption to existing systems and processes.• Develop detailed plans for implementing approved changes, including timelines, resource allocations, and contingency measures to mitigate risks.• Facilitate communication between clients, technical teams, and project managers to ensure alignment and transparency throughout the change management process.• Provide support for testing activities related to implemented changes, including test case development, test execution oversight, and resolution of defects or issues identified during testing.• Develop training materials and provide support to end-users to ensure a smooth transition to new systems or processes following implementation of changes.• Participate in retrospectives and lessons learned sessions to identify opportunities for process improvement and enhance the efficiency and effectiveness of the change management process.

PROFIND• Develop Customer Profiling System - e KYC (PROFIND) from initial design until implementation to Client with team.CONFINS :• Develops and maintains applications and databases by evaluating client needs; • Examine and evaluate current systems• Identify system requirements• Document interfaces between new and legacy systems• Lead and guide the team to provide solutions to bugs/issues that occur in the application• Collaborate with internal teams to produce and deliver the best solution• Validate changes by testing programs• Train users on the new operation systems and provide support• In special case, assist user in identifying root cause of the problem when journal is not balanced (reconcile)

CONFINS Cloud & INMATICS Developer• Develops and maintains applications and databases by evaluating client needs; • Assists user in implementing and supporting systems including answering technical and procedural questions for user, training, debugging and troubleshooting;• Develop and distribute support documentation for applications and software patches created;• Create video user manual using Camtasia;• In special case, assist user in identifying root cause of the problem when journal is not balanced.

• Analyse a detailed program specification;• Breaking down program specification into its simplest elements and translating this logic into a programming language;• Devising possible solutions to anticipated problems;• Working as part of a team, which may be established purely for a particular project to rite a specific section of the program;• Testing sample data-sets to check that output from the program works as intended;• Updating, repairing, modifying and developing existing software and generic applications.