Ricky Merdiansyah

propertyjabodetabek.com

Founder & Tech Lead

May 2026 – Present

• Architected and built a full-stack property listing platform for the Greater Jakarta area using Next.js 14, PostgreSQL, and Prisma.
• Implemented Google Search Console integration and automated SEO reporting to track organic traffic growth.
• Designed multi-tenant admin dashboard with role-based access control using NextAuth v5.
• Deployed on Vercel with CI/CD pipeline; achieved sub-2s page load via static generation and image optimization.
• Grew organic search impressions from zero to 50,000+ within 6 months.

PT ALTO Network

Service Automation & Problem Management Unit Head

Oct 2021 – Present

• AI & Automation Business Scaling: Spearheaded enterprise-wide automation and AI initiatives across helpdesk and monitoring functions, successfully converting operational friction into scalable digital use cases to accelerate SLA response and maximize CSAT.
• Internal Product Strategy & Value Delivery: Acted as the strategic Product Owner for internal service, monitoring, and customer experience (CX) tools, ensuring all platform enhancements delivered measurable returns in operational efficiency and user adoption.
• Proactive Revenue & Risk Safeguarding: Formulated ITIL-aligned Problem Management frameworks and predictive incident trend analysis to mitigate business-critical operational risks, effectively preventing recurring systemic downtime.
• Cross-Functional Governance & RCA Leadership: Led high-stakes Root Cause Analysis (RCA) investigations and synchronized multi-departmental stakeholders to deploy permanent infrastructure fixes, balancing technical stability with bottom-line urgency.
• Operational Excellence & Cost Optimization: Engineered and scaled workflow automation (Power Automate, RPA) that systematically minimized manual overhead, eliminated error-prone operational bottlenecks, and significantly drove down organizational headcount costs (1 FTE reduction).
• Data-Driven Customer Experience (CX) Strategy: Transformed post-incident data, customer complaints, and survey metrics into structured, continuous improvement roadmaps, directly triggering a 20% surge in CSAT and NPS scores.
• SLA Governance & Compliance Management: Enforced rigorous service delivery frameworks and structured corrective actions across 24/7 mission-critical switching networks, guaranteeing continuous compliance with stringent client SLAs.
• Silo Elimination & Strategic Alignment: Served as the core translator between technical limitations and business objectives, successfully aligning cross-functional teams (IT Ops, Development, and Business Units) around unified service excellence metrics.

PT Bank BTPN Syariah

Service Manager Core Business Financing System

Oct 2018 – Sep 2021

• High-Impact Team Leadership: Led and upskilled a 14-member production support and managed services team, successfully managing daily BAU service delivery while maintaining a critical core financing system uptime of 99.98%.
• Core Product & Flow Ownership: Owned the end-to-end core and digital business financing systems, driving system reliability to directly support uninterrupted banking loan operations and partner digital deployments.
• Strategic Problem Management: Functioned as Problem Manager to reduce recurring core banking incidents by 40%, leveraging strict root-cause analysis (RCA) and continuous knowledge-base refinement to secure financial service continuity.
• Business-Driven SLA Optimization: Elevated operational efficiency by maintaining a 99% SLA resolution rate and slashing response times by 30% through automated alerting integrations and disciplined incident management.
• Cross-Functional Release Governance: Coordinated cross-functional squads (IT Ops, Infrastructure, QA, and external vendors) to rigorously review and validate system enhancements prior to production deployment, minimizing risk during major digital rollouts.
• Operational Revenue Safeguarding: Prevented major business disruptions in loan disbursements and transaction processing by spearheading a "Top 5 Incident Review Framework" that decreased repeat issues by up to 35%.
• Backlog Reduction & Efficiency: Reduced production issue backlog volume by 45% through structured triage, prioritization, and direct development squad collaboration, translating technical fixes into accelerated business value.
• Data-Driven Executive Visibility: Designed and implemented executive monthly performance dashboards to track KPIs, transforming raw operational data into actionable insights for strategic management decision-making.

PT Suzuki Finance Indonesia

Application Support Supervisor

Feb 2017 – Oct 2018

• Business Continuity & SLA Management: Led the production support service delivery for core front-office and back-office applications across all national distribution functions, ensuring financial service operational stability and minimizing transaction downtime through strict SLA compliance.
• Operational Risk & Data Integrity: Acted as the 2nd/3rd layer IT Analyst, specializing in root cause problem solving, bug investigation, and executing critical data corrections (system and human errors) to rapidly restore daily branch activities and safeguard corporate financial data accuracy.
• Vendor Management & System Optimization: Spearheaded collaboration with external vendors to identify problem determinants, establish immediate workarounds, and propose strategic application system enhancements aligned with evolving business requirements.
• Team Leadership & Quality Assurance: Managed and steered the application team in designing comprehensive scenario plans and executing rigorous UAT (User Acceptance Testing) methodologies, successfully guaranteeing the quality and risk-free deployment of new releases and modifications.

PT Bank Danamon Indonesia

Application Support

Feb 2015 – Aug 2016

• Vendor & Migration Collaboration: Collaborated closely with external vendor teams to drive the migration, testing, and implementation phases for critical core business system upgrades.
• Cross-Functional Testing Readiness: Spearheaded the preparation of SIT (IT-focused) and UAT (Business & Operations-focused) processes based on requirement specifications to mitigate deployment risks.
• Documentation & Reporting: Authored comprehensive implementation, testing, database, and business process documentation, while preparing regular performance and SLA reports for managerial review.
• Operational Risk & Monitoring: Maintained accountability for monitoring critical End of Day (EOD), End of Month (EOM), and End of Year (EOY) processes with the data center to guarantee system stability and prevent any immediate impact on user transactions.
• Testing & Deployment Lead: Led the creation of SIT (System Integration Testing) scenarios and coordinated the UAT (User Acceptance Testing) team to ensure seamless application service releases, patches, and customizations with zero post-implementation disruption.
• SLA & Problem Management: Successfully managed problem analysis, workaround identification, and system application/infrastructure issue resolution for Trade Finance in coordination with internal teams and vendors, consistently meeting Service Level Agreement (SLA) targets.