Experience

• 

  TIMWETECH

  • Jakarta, Indonesia

  • Technology Specialist

    • May 2022 - Present
    • Jakarta, Indonesia

    Business and application support lead TWT DSDP VAS in Indosat Ooredoo Hutchison (IOH) project. Manage daily operation, configure onboard VAS products and provide solutions. Ensure operation inline within SLA and/or escalation processes within structured organization can work effectively.

• 

  Wipro Limited

  • Jakarta, Indonesia

  • Incident Manager

    • Nov 2019 - May 2022
    • Jakarta, Indonesia

    Manage a vital role in day-to-day processes of an IT Wipro Managed Service Operation (Account PT. XL Axiata, Tbk) in term of Incident Management monitoring, analysis and restoration. Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Ensure efficient notification, coordination, workflow, and deliver best result to customers. Ensure competent support, and or escalation processes within structured organization can work effectively. Scope: • Point of contact for all Major Incidents. • Planning and coordinating all the activities required to perform, monitor, restore and report on the process of more than 500 Applications and more than 2000 Hardware SLA and KPI services in PT. XL Axiata, Tbk IT environments. • Make coordination with more than 5 Managed Service Partner, more than 10 Principal support, and more than 20 Customer’s business unit. • Represent the first stage of escalation for Incidents. • Identify, initiate, schedule and conduct incident reviews. • Using more than 8 specific purpose of monitoring tools and ticketing such as: Splunk, AWS Dashboard, iSMT, OWS SDMT, Dynatrace, Mashery, Spotfire and Symphony Summit.Achievement: Wipro Technologies SEA FY2021 Individual awards as Business value and Habits champion for outstanding contributions.

• 

  Microsoft

  • Greater Jakarta Area, Indonesia

  • Solution Assessment Consultant

    • Apr 2019 - Oct 2019
    • Greater Jakarta Area, Indonesia

    Helping organizations maximize value, minimize risk, and achieve more with their IT investments by driving Solution Assessments at scale through Partners. Solution Assessment Consultant helps managed customers implement Solution Assessment to optimize the return on their IT investments based on rich customer insights, and identifies value and cloud-based solutions to address MIS (Managed Investment Scheme) licensing and short and long term strategic IT plans.

• 

  G-YAN IT Solutions

  • Banten Province, Indonesia

  • Information Technology Consultant

    • Jan 2017 - Mar 2019
    • Banten Province, Indonesia

    Solution Consultant | IT Service Management

• 

  Amdocs

  • Greater Jakarta Area, Indonesia

  • Incident and Problem Manager – GSS APAC

    • Oct 2011 - Jan 2017
    • Greater Jakarta Area, Indonesia

    Managed the 24/7, day-to-day operational functions of the IT support. Lead and monitored servers, Online Charging, Billing and rating application, Online Charging DB, CRM/Customer DB, Rating DB and controls a cadence of incident lines in accordance with incident Management guidelines, conducts quick sport analysis of symptoms from production impacting outages to determine root causes of issues in Production Applications and Databases. Prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. Examined existing processes to discover opportunities to increase effectiveness and raise service levels in a dynamic environment.- Implemented a globalized ITIL and ticketing system (UTS/customized BMC Remedy), which improved all Online Charging, Billing and rating application, Online Charging DB, CRM/Customer DB, Rating DB availability and met all business SLAs through creation of a Known Error database.- Managed Incident and Problem Management processes across IT internal support groups and key vendor service lines for immediate, decisive, and comprehensive solutions.- Managed and measured, through KPI's, IT service lines and supplier performance in adherence to Incident, Change & Problem Control policies.- Determined and communicated escalation/resolution across service lines and IT leadership as appropriate.- Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents and problems.- Supports Problem Management reporting for the delivery of Root Cause Analysis and problem resolution within given target duration.- Reviewed and recommended changes to IT Leadership Team and support processes to ensure a continuous improvement of the Incident and Problem Management processes.- Supports the change management process (request for change review, change planning, change approval, change implementation, change closure).

• 

  PT. XL Axiata Tbk

  • Indonesia
  • Telecommunications
  • 700 & Above Employee

  • Incident Management Lead Engineer

    • Oct 2010 - Oct 2011

    Lead and monitored servers, Online Charging, Billing and rating application, Online Charging DB, CRM/Customer DB, Rating DB and controls a cadence of incident lines in accordance with incident Management guidelines, conducts quick sport analysis of symptoms from production impacting outages to determine root causes of issues in Production Applications and Databases.- Drive effectiveness and efficiency of incident management process.- Successfully utilized monitoring software, to identify and proactively correct infrastructure issues before they impacted production.- Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents.- Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.- Developed incident classification, preventative incident, preventative incident tickets and reports.- Investigation and resolution of Incidents.- Ensure SLA targets for incident resolution are met.

  • Data Center Supervisor

    • Dec 2009 - Oct 2010

    - Ensure incident management has been carried out, act as incident manager/manager on duty/person in charge for escalation handling to other units, vendors, do proper communication with upper managers, service owners and customers related to service disrupted. Behave as Second level problem solving escalation.- Operate, maintain and execute routine task within billing & data center service 24x7 such as periodic maintenance, End of Day Job, CDR collection, fault & performance monitoring.- Restore normal billing & data center service operation as quickly as possible and minimize the adverse effect on business operations.- Dispatching, coordination & Escalation the unresolved fault to the higher skilled engineer / specialist and or vendor.- Fault and Outage Logging.- Handle service desk / customer service complaint related to keep billing & data center service availability and delivery meet with Service Level Agreement (SLA).- Manage working schedule for data center engineers who work 24x7 on shift basis in order to keep maintaining engineer's social life & workload balance and report it to manager for approval.

  • Billing Infra Analyst

    • Oct 2006 - Dec 2009

    - Provide, implement and integrate Billing Applications services on production network related to Amdocs Billing Applications services.- Behave as Second level problem solving escalation.- Responsible to do preventive plan and action on problem re-occurred with coordination vendor and another department.- Manage and maintain Billing Applications services meet requirement aligned with Network key performance indicator and SLA.

  • Billing Management Officer

    • Jul 2004 - Oct 2006

    - Problem solving on Amdocs Billing, AR, Collection, AFM.- Problem solving on in house application, CIS web application, Black List web application, Gate Keeper web application.- Problem solving on 3rd party application, ICS2, BSCS Viewer, Clarify Viewer.- Interconnection Support

• 

  PASIFIK SATELIT NUSANTARA

  • Cikarang

  • IT Operations

    • Jul 2003 - Jul 2004
    • Cikarang

    - Compare Regular CDR summary at daily basis and Billing Reconciliation weekly basis.- Compare PCO CDR Summary at weekly basis & PCO Billing Reconciliation monthly basis.- Generate and loading interconnection data.- Execute report applications for interconnection processes.- Assist F & A Dept. to create invoice for interconnection business processes.- Update interconnection parameters at Application Modules.