Nugroho Riyanto, Itil F Email & Phone Number

West Java, Indonesia

Jakarta, Indonesia

- Proven member of End-to-End Service Management teams, adept at managing team operations and analyzing the commercial implications of service changes. Product Operations include but not limited to MyXL apps, Axisnet apps, Axiapp, Sidompul, Customer Loyalty Management, VAS SDP, various SaaS product like WABA, Medallia and Chatbot- Consistently driving post-incident reviews to identify root causes and implement effective corrective actions within established timeframes.- Demonstrated… Show more - Proven member of End-to-End Service Management teams, adept at managing team operations and analyzing the commercial implications of service changes. Product Operations include but not limited to MyXL apps, Axisnet apps, Axiapp, Sidompul, Customer Loyalty Management, VAS SDP, various SaaS product like WABA, Medallia and Chatbot- Consistently driving post-incident reviews to identify root causes and implement effective corrective actions within established timeframes.- Demonstrated success in leading diverse End-to-End Service Management teams in IT operations environments.- Proactively identifies and resolves service issues within XL Axiata's IT network to enhance customer satisfaction.- Recognized as a subject matter expert in End-to-End Service Management with a deep understanding of industry best practices.- Manage a comprehensive database of known errors and effective workarounds.- Actively involved in mentoring and training new team members, ensuring their preparedness for their roles and familiarity with team processes.- Provide comprehensive technical oversight for incidents, ensuring timely resolution in alignment with XL Axiata's SLAs and service standards.- Serve as a liaison between the Business and Service Management teams, facilitating effective collaboration and resolution of critical incidents.- Proactively engage with internal and external partners to address issues and escalate matters as required, ensuring timely resolution. Show less

Jakarta, Indonesia

• Maintained 99.9% Success rate on Application service catalogue by implementing rotational shift and comprehensive Corrective Action Preventive Action to ensure no Incident or Problem occur.• Handled and moderated up to 8 Change Request weekly from Menu structure up to logic change.• Maintaining and calculating monthly Service Credit Report and Quarterly Report.• Managed 2 Key account from Finance Industry and Telco Operator.

Greater Jakarta Area, Indonesia

• Monitored service capabilities and collaborated cross-functionally to ensure needs were met and escalated issues were resolved• Ensured compliance with policies and quality standards to maintain consistency in quality of services• Interfaced effectively with key accounts, answering questions, and delivering exceptional service• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies• Assessed incident priority based… Show more • Monitored service capabilities and collaborated cross-functionally to ensure needs were met and escalated issues were resolved• Ensured compliance with policies and quality standards to maintain consistency in quality of services• Interfaced effectively with key accounts, answering questions, and delivering exceptional service• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies• Assessed incident priority based upon impact to business and escalated issues as necessary• Overseen high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events• Perform process improvement by identifying and analysing gaps between current processes and the desired state• As Problem Manager, review, create RCA analysis and documentation and ensure implementation of required Corrective and Preventive Actions related to Sev1, Sev2 and Recurring Incident.• As Configuration Manager, ensure timely and accurate input Configuration Item (CI) to system from 50+ critical and non-critical Apps.• As Capacity Manager, function as SPOC for Capacity related issue in term of Hardware and Software resources Show less

Greater Jakarta Area, Indonesia

• 2nd Level Escalation of KPI degradation & network issue• CR Review for Risk level 1,2 and 3.• Quarterly Optimization Guideline & SOP• Stake holder on Change Advisory Board meeting• Customer Interface for Technical Inquiry• Up to 30 Change Request per week being Created, Reviewed, Executed and Monitored weekly in coordination with Back Office, NPM and Front Office

Greater Jakarta Area, Indonesia

• Owner of end to end process including but not limited to Performance, Capacity and Planning Management of Value-Added Service on Network Development and Performance Management including daily operation.• Process grouping focuses on the knowledge of services (Access, Connectivity, Content, etc.) and Network Elements and includes all functionalities necessary for the management and operations of services required by customers.• Manage the design of any improvements or changes required… Show more • Owner of end to end process including but not limited to Performance, Capacity and Planning Management of Value-Added Service on Network Development and Performance Management including daily operation.• Process grouping focuses on the knowledge of services (Access, Connectivity, Content, etc.) and Network Elements and includes all functionalities necessary for the management and operations of services required by customers.• Manage the design of any improvements or changes required to the service operational support processes to support the new service capabilities and infrastructure.• Take ownership of service quality complaints and collaborate with incident management teams for coordinating resolver teams, providing effective communication to stakeholders and drive post incident review.• Manage the provision and implementation of the enhanced service capability.• Manage regular and ad hoc meeting that needed by customer and another department.• Review and update process quarterly related to Back Office Operations conforming to ITIL standard.• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner. Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.• Prepare, review and negotiate Monthly and Quarterly Service Credit Report for Manage Service invoice Show less

Greater Jakarta Area, Indonesia

- Owner of end to end process including but not limited to Performance, Capacity and Planning Management of Value Added Service on Network Development and Performance Management- Process grouping focuses on the knowledge of services (Access, Connectivity, Content, etc.) and Network Elements and includes all functionalities necessary for the management and operations of services required by customers.- Manage the design of any improvements or changes required to the service operational… Show more - Owner of end to end process including but not limited to Performance, Capacity and Planning Management of Value Added Service on Network Development and Performance Management- Process grouping focuses on the knowledge of services (Access, Connectivity, Content, etc.) and Network Elements and includes all functionalities necessary for the management and operations of services required by customers.- Manage the design of any improvements or changes required to the service operational support processes to support the new service capabilities and infrastructure.- Manage and deliver some report such as SMSC,MMSC, Browsing Gateway performance report, SMSC,MMSC, Browsing Gateway capacity report, analysis Optimization report .- Manage the provision and implementation of the enhanced service capability.- Manage regular and ad hoc meeting that needed by customer and other department. Show less

- Responsible for maintaining various VAS element for day to day Operation. -Ensure the compliance of Daily Operation according to the agreed standards.- Provide data and statistic performance of VAS network element.- Manage VAS element integrations and migrations to comply with IT SOX 70, NSN Roadmaps and process' .

Responsible for implementing VAS nodes including but not limited to SMSC, MMSC, RBT, USSD and VMS system. Managing end to end integration between various platforms and environment. Manage handover of system and perform Acceptance Test to ensure the reliability and compatibility of the system according to the agreed spesification.