Krishna Malik

Led the Technical Program Management function at Flip.id, overseeing critical infrastructure re-architecture and operational excellence initiatives across multiple countries to ensure system resilience and high performance.

• Directed complex re-architecture projects across three countries, successfully transitioning core systems to Golang and achieving >99% SLA uptime.
• Established and led the Incident Manager role, significantly reducing incident acknowledgment time to under 5 minutes and resolution time to under 1 hour through strategic war rooms and refined triage SOPs.
• Spearheaded the development and launch of governance playbooks and freeze protocols for high-risk deployments, substantially enhancing deployment safety and reducing Mean Time To Recovery (MTTR).
• Engineered and implemented autoscaling solutions for high-throughput jobs and workers, ensuring system stability and resilience during critical peak periods.
• Drove transparency and cross-functional awareness by establishing a public tech blog, status page, and internal newsletter for key stakeholders.

Managed the end-to-end product lifecycle for critical payment initiatives, focusing on system optimization, user migration, and platform integration to drive product performance and user engagement.

• Directed the full product lifecycle for a 24/7 real-time payment pilot, successfully eliminating system bottlenecks and deploying new operational dashboards to enhance product development efficiency.
• Optimized transfer SLA by over 50%, reducing processing time from 10 minutes to under 5 minutes through strategic process and infrastructure enhancements.
• Managed the high-risk migration of E-money for 30M transactions and 1.5M+ users, ensuring successful, compliant delivery through Agile methodologies and rigorous acceptance criteria.
• Designed and integrated the BCA Virtual Account platform, slashing customer onboarding time by 75%, from 4 months to just 1 month.
• Mentored and trained junior Product Managers in structured delivery, effective backlog shaping, and robust metrics tracking.
• Streamlined technical product management and project delivery by implementing advanced backlog management techniques and optimized workflows for development teams.

Led product development for critical e-KYC and compliance initiatives, enhancing operational efficiency and ensuring regulatory alignment across international markets.

• Spearheaded the successful launch of an e-KYC engine for Bank Sampoerna and internal Fazz, boosting operational efficiency by 45%.
• Orchestrated comprehensive compliance alignment across Indonesian and Singaporean markets, ensuring robust regulatory adherence for product offerings.

Directed strategic infrastructure migrations and critical operational initiatives, optimizing system performance, deployment cycles, and incident response for a leading e-commerce platform.

• Spearheaded the migration of core infrastructure to microservices on Google Cloud Platform (GCP), significantly enhancing system reliability and reducing deployment time.
• Implemented Vitess sharding, executed Elasticsearch upgrades, and optimized database performance, resulting in a 60% reduction in peak queries.
• Revitalized the application release cycle through sprint-version mapping, accelerating release time by 33% from 3 weeks to 2 weeks.
• Directed high-stakes war room operations during critical events like Ramadan and flash sales, leveraging cross-functional incident playbooks to ensure seamless performance.

Managed product development for AI-driven tools, payment solutions, and market research initiatives, significantly improving customer service, reducing refund rates, and informing strategic product direction.

• Launched AI-powered dispute resolution tools and bulk complaint handling systems, improving customer service response time by 6x and earning an NPS award.
• Reduced refund rates by 80% through rigorous SLA enforcement, strategic seller tiering, and in-depth transaction analysis.
• Pioneered and launched instant payment solutions via ATM-based transfers, enabling sub-10 second processing for a P2P e-commerce marketplace.
• Executed extensive market research and customer discovery initiatives, directly informing product strategy and ensuring alignment with critical user needs.

Led the development and integration of pioneering virtual account systems and high-volume financial database solutions for key banking and travel industry clients.

• Developed one of the first virtual account systems for Bank Permata, which was subsequently adopted by major industry players including Traveloka, AirAsia, and Citilink.
• Collaborated with Nomura Research Institute (Japan) to develop and optimize high-volume financial database systems, enhancing core banking capabilities.

Developed an AI-powered chatbot platform designed for various professions including doctors, nutritionists, and lawyers.

Authored and co-authored research on prompt-engineering guardrail systems for offline Large Language Models, presented at the ACM Web Conference. Co-authors: Riza Alaudin Syah, Christoforus Yoga Haryanto, Emily Lomempow, Krishna Malik, Irvan Putra.