Summary
Overview
Work History
Education
Skills
Certification
Generic

RIKI AGUSTIKA

Service Delivery Manager
Depok,Jawa Barat

Summary

Experienced Service Manager with over 12 years of experience in IT. Excellent reputation for resolving problems and improving customer satisfaction. Having multidisciplinary skills set from experience as Project Manager, Scrum Master, Service Manager at global, regional, and end market roles. Worked with business stakeholders across all seniority levels in manufacturing, operations, finance, information and data protection, human resources, legal and external affairs.

Overview

9
9
years of professional experience
7
7
years of post-secondary education
4
4
Certifications

Work History

IT Corporate Support Leader

Philip Morris International
Jakarta, ID
09.2018 - 11.2021
  • Led global IT service delivery team, overseeing up to 22 IT services (in-house development, SaaS/PaaS and out of the shelf products) includes new service implementation, maintenance, monitoring, improvement, upgrades, security controls and budgeting.
  • Worked directors and executive stakeholders to develop models and development of architecture roadmaps and application lifecycle for multiple global applications
  • Monitored services SLA and KPI according to ITIL and driven service improvement programs, leading to 40% increasing on customer survey satisfaction
  • Experienced leading technical projects using different methodologies (Waterfall, Agile/Scrum) in alignment with organizational Key Objectives such as Application migration to AWS, CI/CD and Dev Ops adoption

IT Quality Assurance Governance

Philip Morris International
Jakarta, ID
09.2017 - 09.2018
  • Supported global roll-out of IT Quality Management and computerized system validation programs in IT Departments
  • Facilitated as subject matter expert for IT Quality Management system by providing systematized training materials, reducing time for adaptation of program by 25%
  • Drafted and reviewed quality assurance policies and procedures, improving customer feedback metrics by 40%.
  • Introduced systematized and validated review and approval process of non GxP Systems working instruction documents, improving average time to complete document 20% faster
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or project impedances

IT Operations Analyst

Philip Morris International
Jakarta, ID
06.2013 - 01.2017
    • Led efforts to improve 8 business applications and business technology processes in Operations Area (Product Development and Quality) through rigorous collection and analysis of laboratories data
    • Developed user stores and led backlog grooming/ refinement solutions, improving solution delivery by 20%
    • Documented all ticket resolutions, and drafted troubleshooting guides for tech team with images, descriptions, and strategies, improving service satisfaction by 25
    • Participated in internal audits regarding quality management system
    • Reviewed technical work of consultants and third-party support providers.
    • Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.

IT Application Support Superintendent

Lafarge Cement Indonesia
Medan, ID
12.2011 - 05.2013
  • Managed work tickets, prioritizing urgent needs and communicating plans with all customers within 24 hours
  • Analyzed diagnostic data to understand causes and correlations regarding ERP and Business Applications and network malfunctions, and presented findings to tech team and internal staff, improving average resolution time by 10%
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business

Education

Master of Science - Business Computing

SRH University Heidelberg
Heidelberg, DE
08.2009 - 05.2011

Bachelor of Science - Electrical Engineering

Andalas University
Padang, ID
08.2000 - 07.2005

Skills

Software Development Life Cycle

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Certification

Service Management / ITIL V.3

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RIKI AGUSTIKAService Delivery Manager