Open to opportunities

Muhamad Imam Fauzi

@muhamadimamfauzi

Message

TechOps engineer with strong application support and production incident expertise.

Indonesia

Message

What I'm looking for

I seek a role where I can lead production reliability efforts, mentor teams, solve complex incidents, automate processes, and collaborate with product and engineering to improve systems and customer experience.

I am a TechOps engineer with over a decade of experience across banking IT, application support, and technical operations, focused on resolving production issues and improving operational reliability.

I have progressed from application support and professional services roles in banking and fintech to senior and lead TechOps positions, handling incident management, escalation, and cross-functional collaboration with product and engineering teams.

My achievements include building TechOps support processes and teams, leading production support for multiple products (Qoala App, Qoala Partnership, Qoala Plus, TOKONOW), and delivering configuration, deployment, and troubleshooting expertise for switching and payment systems.

I am a hands-on problem solver who creates automation tools, documents issues and resolutions thoroughly, and partners with stakeholders to drive product and operational improvements.

Experience

Work history, roles, and key accomplishments

Current

TechOps Engineer Lead

Current

Qoala

Aug 2023 - Present (2 years 2 months)

Lead TechOps efforts to achieve software objectives by collecting data, evaluating options, and recommending improvements; built the TechOps team and coordinated cross-functional expectations for product and business development.

Incident Management Root Cause Analysis SOPs

TechOps Engineer

Qoala

Nov 2021 - Jul 2023 (1 year 8 months)

Served as first point of contact for technical customer issues, escalated and tracked resolutions, documented incidents, and prepared timely reports to improve support processes across Qoala App, Partnership, and Plus.

Customer Support Troubleshooting Documentation Escalation Management Reporting

TechOps Engineer

Sayurbox

Apr 2021 - Nov 2021 (7 months)

Analyzed root causes, developed or delegated fixes, built internal automation tools, and maintained documentation and reports while participating in product design, build, and test cycles for integrations like TOKONOW.

Root Cause Analysis Automation Integration Troubleshooting Documentation

Senior Application Support

PT Abhimata Persada

Jan 2020 - Apr 2021 (1 year 3 months)

Provided application troubleshooting, environment setup, tuning, and deployment support across front-, middle-, and back-office systems for projects such as FOMOBO, ensuring SIT/UAT readiness.

Application Support Performance Tuning Deployment Troubleshooting

Application Support Engineer

Gojek

Jan 2019 - Dec 2019 (11 months)

Resolved production issues, collaborated with cross-functional teams, and supported environment setup and testing for merchant aggregator projects like PowerCard.

Troubleshooting Incident Management Cross Functional Collaboration

Application Support Engineer

Spots

Feb 2016 - Dec 2018 (2 years 10 months)

Handled problem solving, environment configuration, tuning, and deployment support for payment and merchant aggregator systems including PowerCard integrations.

Application Support Deployment Troubleshooting

Application Support / Professional Service

PT Emerio Indonesia

Apr 2015 - Jan 2016 (9 months)

Tested and deployed banking application features, configured ATM switching modules, and coordinated with project teams and vendors to resolve production issues for Commonwealth Bank projects.

Application Testing Issue Analysis

IT Implementor

PT Collega Inti Pratama

Jan 2012 - Apr 2015 (3 years 3 months)

Tested and deployed applications, performed server installation and maintenance, configured ATM messaging (ISO8583/NDC/DDC), and contributed code and schedules for banking switching and payment projects.

ISO 8583 NDC Application Testing ATM Messaging Deployment