Yara Rachman Email & Phone Number

Jakarta, Indonesia

Jakarta, Indonesia

- Provide reactive and pro-active customer support to ensure the best quality of service.- Address customer service desk queries and collaborates with technical teams on more complex queries.- Monitor, resolve and escalate cloud infrastructure-related issues.- Interact with customers’ and partners’ developers and support teams to resolve service delivery problems.- Perform daily checks, troubleshooting, and testing to ensure full availability on APIs and… Show more - Provide reactive and pro-active customer support to ensure the best quality of service.- Address customer service desk queries and collaborates with technical teams on more complex queries.- Monitor, resolve and escalate cloud infrastructure-related issues.- Interact with customers’ and partners’ developers and support teams to resolve service delivery problems.- Perform daily checks, troubleshooting, and testing to ensure full availability on APIs and services.- Work cross-functionally with Engineering, Product, Sales and Procurement teams to improve products and processes. Show less

Jakarta, Indonesia

Responsible for 24×7 NMS, Ticket management & all communications with Global Telecom HAUD client NOCs and Messaging Business Units, spanning the entire HAUD Solutions global footprint.Role and Responsibilities:• Respond to Customer’s requests and inquiries• Real-time monitoring on the Network Monitoring System (NMS)• Compilation of data on respective alarms prior escalating such alarms as per severities with the relevant teams• Preliminary investigation… Show more Responsible for 24×7 NMS, Ticket management & all communications with Global Telecom HAUD client NOCs and Messaging Business Units, spanning the entire HAUD Solutions global footprint.Role and Responsibilities:• Respond to Customer’s requests and inquiries• Real-time monitoring on the Network Monitoring System (NMS)• Compilation of data on respective alarms prior escalating such alarms as per severities with the relevant teams• Preliminary investigation, classification, and acknowledgement of NMS alarms as per SOP• Initial alarms trouble shooting (logs, traces, CDRs), alarm verifications, impact analysis and next actions• Follow-up with responsible departments for resolving escalated/pending alarms.• Logging of Tickets on the Ticketing System• Updating of the Ticketing System with the latest progress on all tickets, following internal SOPs based on Industrial Standards• Mastering the current inhouse developed applications and platforms to be able to provide immediate responses to platform related clients’ queries• Preliminary investigation, classification, and acknowledgement to the respective clients, of all opened tickets as per SOP• Initial support ticket trouble shooting (logs, traces, CDRs), ticket verifications, impact analysis and next actions• Escalating Tickets to relevant teams at 2nd Line• Follow up on Opened Tickets Internally as per SLAs till resolution• Updating Customers with progress as per SLAs• Tickets Reports and Analysis on Daily, Weekly and Monthly basis• Handling and assistance in the execution of Change Requests including scheduling, process flow ownership, customer communication and execution• Assistance in technical operations, maintenance, clients’ installations, and upgrades 24×7 activities, such as but not limited to:- Assistance in UAT and migration- System Health Monitoring- Execution of minor / routine technical activates Show less

Jakarta, Indonesia

• Network Monitoring and Surveillance: Monitor the performance and health of the core network infrastructure. This includes real-time monitoring of network devices, links, and protocols to identify any anomalies, performance degradation, or failures. • Uses network monitoring tools and technologies such as U2020 Huawei, Netact Nokia, Zenoss, OSSera, OWS Huawei, ZTE ElasticNet, ENM Ericsson to ensure the optimal operation of the core network and keeping an eye on the volume and fow of… Show more • Network Monitoring and Surveillance: Monitor the performance and health of the core network infrastructure. This includes real-time monitoring of network devices, links, and protocols to identify any anomalies, performance degradation, or failures. • Uses network monitoring tools and technologies such as U2020 Huawei, Netact Nokia, Zenoss, OSSera, OWS Huawei, ZTE ElasticNet, ENM Ericsson to ensure the optimal operation of the core network and keeping an eye on the volume and fow of data through the core network to identify any anomalies, bottlenecks, or potential performance issues. • Identifying network faults: Detecting network problems, such as connectivity issues, packet loss, or equipment failures, to minimize downtime and maintain network reliability. Performance optimization: Analyzing network data and metrics to optimize network performance, identify areas for improvement, and recommend solutions to enhance efciency and speed. • Incident Management : When network issues or incidents occur, the NOC team initiates incident management procedures to identify and diagnose the problems. We collaborate with other teams, such as Core Network Engineers or external vendors, to resolve complex issues. • Documentation and reporting: Maintaining detailed records of network performance, incidents, and resolutions. Generating reports to communicate network status, performance metrics, and any identifed risks or vulnerabilities to relevant stakeholders. Show less

Jakarta, Indonesia

• Responsible for monitoring power failures, communication line alarms (such as MAINS FAIL, EXTERNAL ALARM, POWER ALARM) and other performance issues that may affect the network. • Monitor the performance and capability of network systems using u2000 provided by huawei. • Coordinating with third-party vendors, customer contacts, or Telkomsel staff teams for a holistic solution and troubleshoot the issues. • Create ticket if there is any incident or problem related to the… Show more • Responsible for monitoring power failures, communication line alarms (such as MAINS FAIL, EXTERNAL ALARM, POWER ALARM) and other performance issues that may affect the network. • Monitor the performance and capability of network systems using u2000 provided by huawei. • Coordinating with third-party vendors, customer contacts, or Telkomsel staff teams for a holistic solution and troubleshoot the issues. • Create ticket if there is any incident or problem related to the network. • Escalate the matter to management as per SOP (Standard Operation Procedure). If need be, include the other IT resources, 3rd party or vendors for a faster resolution after obtaining the proper approvals. • maintain the appropriate communication channels within intra teams or outside so that all stakeholders are kept informed ahead in time bound manner Show less

• Researched and provide new technologies, tools, and techniques to assist IT operations, and determined which would be most useful to the business. • Resolved customer issues in collaboration with KONI IT departments. • Provide new hardware and software for KONI event (PON 2016) and maintain newest medals data. Install, confgure, and maintain hardware and software on desktops, laptops, and mobile devices. Troubleshoot and resolve technical issues related to hardware… Show more • Researched and provide new technologies, tools, and techniques to assist IT operations, and determined which would be most useful to the business. • Resolved customer issues in collaboration with KONI IT departments. • Provide new hardware and software for KONI event (PON 2016) and maintain newest medals data. Install, confgure, and maintain hardware and software on desktops, laptops, and mobile devices. Troubleshoot and resolve technical issues related to hardware, software, and network connectivity. • Collaborate with other IT team members to resolve complex technical issues. Show less

Bachelor'S Degree, Telecommunications Engineering

Education record