Digital Problem Management Specialist

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.

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.