About SMN Group

At SMN Group, we offer a highly inclusive, collaborative, and supportive workplace to realize your full potential. We empower our team to contribute by providing a brighter future and making an impactful transformation for our clients, people, and society. We are always looking for people with the relentless energy to push themselves further and find new avenues and unique ways to reach our shared goals.

Find out more about what we do here: www.ptsmn.co.id | www.protelindo.net | www.iforte.id | www.stptower.com

What You Will Do:

• Manage and handle trouble ticket performance across XL iForte Group services, ensuring timely and effective resolution of incidents.
• Reconcile and analyze trouble ticket data, service performance, and incident reports to identify trends, root causes, and improvement opportunities.
• Perform data reconciliation with customers to ensure accuracy, transparency, and alignment between internal systems and client reports.
• Continuously monitor network and service performance across a large-scale infrastructure (17,000+ segments), ensuring SLA compliance and consistent service quality.
• Track adherence to customer penalty policies and SLA commitments, and escalate any non-compliance appropriately.
• Coordinate closely with internal teams (technical, operations, field teams) and external partners to follow up and resolve service issues efficiently.
• Act as a key liaison between customers and internal teams, ensuring clear and smooth communication regarding service performance and incident handling.
• Troubleshoot and assess trouble ticket cases using knowledge of fiber optic infrastructure to support accurate diagnosis and resolution.
• Prepare and deliver regular performance reports, dashboards, and executive summaries, highlighting key issues, trends, and actionable improvement plans.
• Provide insights and recommendations to enhance service delivery and overall customer satisfaction.

What You Will Need:

• Diploma (D3) or Bachelor’s Degree (S1) in Information Technology, Electrical Engineering, Telecommunications, or a related field.
• Proven experience in performance analysis, preferably within the telecommunications or internet service provider industry.
• Familiarity with trouble ticket systems and fiber optic network troubleshooting.
• Strong analytical skills in monitoring and evaluating service performance metrics such as SLA, availability, and incident trends.
• Ability to reconcile and validate data across internal systems and customer reports accurately.
• Proficiency in data analysis and reporting tools (Microsoft Excel, SQL, BI/dashboard tools is a plus).
• Excellent communication and presentation skills, with the ability to convey complex technical data to both technical and non-technical audiences.
• Strong coordination, negotiation, and problem-solving skills in handling service issues and cross-team collaboration.
• Detail-oriented, with the ability to manage multiple tickets simultaneously while working under pressure.
• Capable of producing clear, structured, and actionable reports to support decision-making.

What We Offer:

• You will be part of one of the fastest-growing connectivity solution provider companies in Indonesia.
• You will be part of a fast-growing team that continuously strives to deliver client satisfaction.
• Competitive benefits and exceptional career experience.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.

Important Notes

We will never ask for the exchange of money, credit card detail or trial of any application in the recruitment process. Please be aware of any suspicious email, Whatsapp or telegram activity from people who could be pretending to be recruiters from our company. If in doubt please ignore the message or reach us at career@protelindo.net