Digital Problem Management Specialist

amIT Global Solutions Sdn Bhd; Indonesia; On-site; IDR 180,000,000 - 360,000,000; Full time

Job summary

PT Bank Raya Indonesia Tbk. is seeking a Digital Problem Management Specialist to identify, analyze, and resolve recurring issues in digital banking operations. You will conduct RCA, monitor performance with Grafana, and coordinate with squads to implement temporary and permanent solutions.

The role requires RCA expertise, SQL/DB skills, and strong documentation. Willingness to work shifting schedules and to be placed in Jakarta is essential.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, or related field.
• Strong analytical and problem-solving skills with ability to identify root causes and develop effective solutions.
• Familiarity with RCA, incident management, and problem management processes.
• Familiarity with Jira Service Management for managing and monitoring problem-related tickets.
• Ability to read and interpret application logs to support troubleshooting.
• Good understanding of PostgreSQL and SQL Server databases with basic to intermediate SQL queries.
• Familiarity with Grafana for monitoring system performance.
• Familiarity with Jira and Confluence for documentation, RCA/Post-Mortem reports.
• Ability to create clear documentation and root cause diagrams.
• Strong communication and coordination skills across squads and stakeholders.
• Detail-oriented and proactive in identifying issues and follow-up.

Responsibilities

• Conduct Root Cause Analysis (RCA) to identify underlying causes of issues and incidents.
• Proactively identify potential bugs and abnormalities before they impact operations.
• Monitor application performance and system activities using Grafana and logs.
• Analyze database information with PostgreSQL and SQL Server to support investigations.
• Coordinate with squads and stakeholders to investigate and resolve issues.
• Develop temporary solutions/workarounds while permanent fixes are implemented.
• Manage problem-related tickets and follow-ups in Jira Service Management.
• Prepare post-mortem reports, RCA documentation, and diagrams using Jira/Confluence.
• Track progress of problem resolution and ensure proper documentation and closure.
• Identify recurring issues and provide insights for preventive actions.
• Be willing to work on shifting schedule and be placed at Bank Raya, Jakarta.

Skills

Root Cause Analysis

Incident management

Problem management

Analytical thinking

Documentation

Cross-team coordination

Communication

Education

Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering

Tools

Jira Service Management

Jira

Confluence

Grafana

PostgreSQL

SQL Server

Job description

As a Digital Problem Management Specialist at PT Bank Raya Indonesia Tbk., you will be responsible for identifying, analyzing, and resolving recurring or potential issues within digital banking operations. You will work closely with various squads and stakeholders to conduct root cause analysis, monitor system performance, develop temporary solutions, and ensure that identified issues are properly documented and followed up to prevent recurrence.

Your responsibilities include:

• Conducting Root Cause Analysis (RCA) to identify the underlying causes of system issues, incidents, and recurring problems.
• Proactively identifying potential bugs, system errors, and abnormalities before they impact customers or digital banking operations.
• Monitoring application performance and system activities through tools such as Grafana and application logs.
• Analyzing database information using PostgreSQL and SQL Server to support problem investigation and resolution.
• Coordinating with relevant squads and internal stakeholders to investigate, resolve, and follow up on digital operational issues.
• Developing temporary solutions or workarounds to minimize the impact of identified problems while permanent solutions are being implemented.
• Managing problem-related tickets and follow-ups through Jira Service Management.
• Preparing post-mortem reports, RCA documentation, and root cause diagrams using Jira and Confluence.
• Monitoring the progress of problem resolution and ensuring proper documentation and closure of identified issues.
• Identifying recurring issues and providing insights to support preventive actions and continuous improvement of digital banking operations.
• Willing to work on a shifting schedule to support digital operational activities and issue monitoring.
• Willing to be placed at Bank Raya, Jakarta.

Requirements:

• Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, or other related fields.
• Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions.
• Good understanding of Root Cause Analysis (RCA), incident management, and problem management processes.
• Familiarity with Jira Service Management for managing and monitoring problem-related tickets.
• Ability to read and interpret application logs to support troubleshooting and problem investigation.
• Good understanding of PostgreSQL and SQL Server databases, including the ability to perform basic to intermediate SQL queries.
• Familiarity with Grafana for monitoring system performance and identifying potential issues.
• Familiarity with Jira and Confluence for documentation, issue tracking, and preparation of RCA/Post-Mortem reports.
• Ability to create clear documentation and root cause diagrams to communicate technical issues and findings.
• Strong communication and coordination skills, with the ability to collaborate effectively across multiple squads and stakeholders.
• Detail-oriented and proactive in identifying potential issues and following up on their resolution.
• Willing to work on a shifting schedule.
• Willing to be placed at Bank Raya, Jakarta.