Manage the team to do level-0 troubleshooting and escalate the problem by trouble ticketing system (problem identification)
Support for L1 Corporate MIDI Services Fault Localization and Handling any technical problem to internal Customer for Corporates Services (investigations, analysis, and problem solver)
To make sure the services provided to the customers meet the SLA committed in the contract (monitoring MTTR and Long outage Reduction).
Provide data for improvement actions on recurring incidents or requested by customers to increase after-sales service of Indosat's corporate customer.
Job Details
Operational Function
Performing handling complaint resolution from corporate customer (especially handled by EOS) related to service degradation and or service interruption.
Collecting and analyzing cases of resolution work which have complained by customers and make a decision and solution related to Indosat Ooredoo connectivity problem.
Coordination, escalation and follow-up tickets within Internal and External (3rd party) based on MTTR standard.
Supervise team properly to help its customer network complaint resolution.
Supervise long outage analyzation to find out the way to accelerate the recovery work.
Provide the Detail Handling Process History as requested by Related Team.
Meeting with Customer and Related Team as part of Indosat Corporate Problem Resolution
Improvement activities
Providing data and Follow UP to QI and SM Team for improvement actions on recurring incidents or requested by customers to increase after sales service of MIDI customer,
Team Management
Monitor and evaluate the performance of vendors or outtask to have the best supporting team. Support project monitoring implementation that impact for Corporate customer
Responsible for team [agents] improvement hard skill and soft skill which is required by customer.
Qualification
Background in Telecommunication Engineering, Electrical Engineering, Information Technology Engineering (minimum Bachelor degree).
Certification on certain area (CCNA, expert of system, etc.) will be an advantage.
Experience
Minimum 2-year experience in telecommunication system.
Wide understanding on telecommunication systems.
Good knowledge on quality and assurance process in telecommunication industry.
Understand business process within related functions.
Good understanding of project management
Some years experiences on telecommunication system operation will be useful.
