Drawing & Painting
Dimas Herlambang
Quality Assurance & Production Support
West Jakarta City
Summary
Professional with a background in leading a production support team to response critical incidents and mentoring to enhance technical skills. Skilled in problem-solving and troubleshooting. Proactively approach in identifying and addressing system issues significantly improved operational efficiency to drive results.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Production Support Team - Assistant Manager Role
PT Shopee International Indonesia
South Jakarta City, DKI Jakarta
01.2021 - 01.2024
- Managed to uphold the quality of Shopee Indonesia Production Support Team in the top 3 of 10+ teams for 2 years consecutively.
- Supervising production support teams and assigning tasks based on expertise and workload.
- Supervising bug report quality that are processed to the developer team
- Coaching and mentoring team members to develop technical skills and problem-solving abilities.
- Conducting performance evaluations and identifying training needs.
- Creating and communicating SOP both to internal and external teams
- Analyzing bug report trends
- Leading communication on Google Play and Apple Store app submission and deployment
- Monitoring order and CCU trend that might be affected by bug on the production environment
Production Support - Associate Role
PT Shopee International Indonesia
South Jakarta City, DKI Jakarta
01.2015 - 01.2021
- Creating bug report with approximately 20 bug reports generated a week.
- Troubleshooting and diagnosing system problems.
- Managing incident tickets and ensuring timely resolution within service level agreements (SLAs).
- Providing possible workaround to internal operational teams.
- Leading response to critical production incidents, including initial analysis, escalation, communication to stakeholders, and post-mortem reviews.
- Monitoring system health and identifying potential issues before they impact users.
Product Specialist
PT Garena Indonesia
West Jakarta City, DKI Jakarta
08.2014 - 01.2015
- Generating reports on production incidents, system performance, and support metrics to identify trends and areas for improvement.
- Analyzing data to identify recurring issues and proactively address potential problems.
Education
Bachelor of Arts - English Literature
Sanata Dharma University
Yogyakarta 09.2005 - 11.2012
Skills
Problem solving
Interests
Timeline
Production Support Team - Assistant Manager Role
PT Shopee International Indonesia
01.2021 - 01.2024
Production Support - Associate Role
PT Shopee International Indonesia
01.2015 - 01.2021
Product Specialist
PT Garena Indonesia
08.2014 - 01.2015
Bachelor of Arts - English Literature
Sanata Dharma University
09.2005 - 11.2012
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