Lead, Service Assurance

About You

• You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment
• You enjoy doing purpose-led and meaningful work
• You have a strong thirst for knowledge and are driven to find solutions that don't exist yet
• You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective)
• You always find a way to get things done without sacrificing the quality of your work, integrity, and values
• No task is off limits for you
• You are humble and prioritize the success of the team over your own with an eagerness to help those around you
• You don't shy away from challenges and can bounce back from setbacks

What you'll do and what success looks like in this role:

• Manage and oversee the handling of critical incidents in a timely and structured manner, ensuring effective root cause analysis (RCA) and implementation of preventive actions.
• Drive operational automation initiatives, including auto-remediation, automated health checks, and improvement of monitoring alerts to enhance efficiency and reduce recurring issues.
• Monitor service performance in alignment with Service Level Agreements (SLA) both internally and externally, including collaboration with vendors and regulators.
• Ensure all system changes are conducted based on proper risk analysis and adhere to change management procedures.
• Maintain compliance with internal policies, security standards, and applicable regulatory requirements.
• Promote a data-driven culture focused on preventive measures and continuous improvement across IT operations.

What Is Required and What We're Looking For

• Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field.
• Minimum 7 years of experience in IT Operations, Service Assurance, Incident/Problem Management, SRE, DevOps, or other technology operations functions within banking, fintech, or digital platforms.
• Proven experience in implementing modern operational approaches, including observability, automation, reliability metrics, post-incident reviews, and continuous improvement.
• Strong understanding of ITIL framework and IT operational governance.
• Hands-on experience with monitoring and observability tools.
• Solid understanding of cloud-native architecture, APIs/microservices, and large-scale digital services.
• Ability to design or lead the implementation of operational automation.
• Familiarity with OJK/BI regulations and ISO 27001 standards related to incident, change, and DR/BCP.
• Strong leadership in handling major incidents and coordinating cross-functional teams.
• Excellent communication skills, with the ability to bridge technical and non-technical stakeholders.
• Strong analytical thinking and ability to make quick decisions under pressure.
• Results-oriented, adaptable, and equipped with structured problem-solving capabilities.