Avp-head of Problem Management - Jakarta, Indonesia - indosat

indosat
indosat
Perusahaan Terverifikasi
Jakarta, Indonesia

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Siti Nur

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Siti Nur

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Deskripsi

Location:

Head Quarter - Jakarta


Level:

Managerial


Employment Status:

Permanent


Field of Work:

Data & Analytics


Posted Date:

17 January 2023


Job Summary:


  • Act as the key account for the compliance of the quality given to the customers compared to the Service Level Agreement committed in the contract.
  • Conduct quality monitoring, analysis, create reporting, propose and execute systemic improvement actions to increase the availability and reliability of the network provided to the customers.
  • Manage the continuous audit and optimization of the existing network, targeting better performance and quality of the service given to the customers.
  • Ensure Corporate customer improvement is executed excellently according to avoid any potential repeated problem and loss of customer and to support retention of Indosat customer
  • Perform ad hoc and regular data query, processing, and analytics for all B2B operation purposes.
  • Manage data warehouse/ data mart for all B2B data source (e.g. Catalist, OSSIN, DWH RBM, etc.)
  • Provide continuous inputs on business process and systems improvement.

1. Service Quality Management

  • Manage and lead the monitoring and analyzes of the performance and quality of the network related to Corporate services provided to the customers.
  • Manage the design of the most feasible improvement plan of services provided to the customers in order to achieve the SLA committed to the customers.
  • Manage and lead the team to monitor the network quality after improvement actions, coordinate necessary actions if the performance is still below expectation.
  • Coordinate the program to test the quality of the network, including installation quality and live traffic quality.
  • Manage the initiatives for preventive actions to maintain the quality level of the network.
  • Monitor Service Quality
  • Analyze Service Quality
  • Improve Service Quality
  • Report Service Quality Performance
  • Create Service Perf Degradation Report
  • Track & Manage Service Quality Perf Resolution
  • Close Service Perf Degradation Report

2. Improvement Management- Analyze and determine root cause of incidents in the network/system, provide proposal to improve the network quality.

  • Conduct audit network/infrastructure configuration of corporate network.
  • Followup audit network findings as needed to improve network quality.
Propose network/infrastructure quality improvement to increase network reliability and availability


3. Strategic and Analytical thinking

  • Explore and discover the data (structure and unstructured data) to be insight and convert into tangible business value by providing actionable recommendation.
  • Lead digitalization initiative within B2B to get more efficient ways of working
  • Lead data integration within B2B to get more valuable insights for business

4. People and Time Management

  • Able to manage workload and distributed properly among core team members to deliver on time.
  • Manage communication between core team member and external resources (vendors) to get optimized synergy to reach goal congruence within organization.

5.
DSS (Decision Support System) Business Owner

  • Manage data warehouse/ data mart for all B2B data source (e.g. Catalist, OSSIN, DWH RBM, etc.)
  • Coordinate with IT DWH to ensure that DWH has strong reliability.
  • Coordinate with IT Planning to ensure and to cover future requirements for enrichment of business and customer analytics.
  • Explore and identify another source of data to be integrated for enriching and improving DSS.
  • Explore and identify another initiative

Job Requirements:


Qualification:


  • Minimum Bachelor degree from reputable university in Telecommunication/Information Technology/ Computer Science/ Mathematics.
  • Has solid analytical and problem solving skill.

Experience:


  • Supervision level (minimum of 2 year)
  • Problem & Incident Management expertise.
  • Business Analyst/ Data Scientist/ Finance or Planning and Strategy.
  • At minimum 5 years experiences in Telco industry. Having B2B experience is a plus.

Skills:


  • Problem Management & ITIL expertise is highly preferred.
  • Strong skills in spreadsheet, power point and charting.
  • Excellent written and verbal English communication.
  • Data processing & CRM Analytics expertise
  • Good understanding about DSS (Decision Support System).
  • Enjoying working in a fastchanging, having a natural curiosity and enjoying solving complex problems.
  • Passion for excellence and process improvement with digitalization/system approach
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