Head of FTTH Service Helpdesk & NOC

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

This position will be placed for: PT iForte Solusi Infotek

What You Will Do:

• Lead and manage the FTTH Service Helpdesk team to ensure all customer complaints and service requests are handled professionally and within established Service Level Agreements (SLAs).
• Ensure timely ticket creation, assignment, monitoring, escalation, follow-up, closure, and customer notification.
• Monitor helpdesk performance metrics and implement corrective actions as required.
• Develop service standards and procedures to improve responsiveness and customer experience.
• Ensure accurate documentation and reporting of customer incidents and resolutions.
• Lead and supervise NOC operations to ensure continuous monitoring and management of FTTH network infrastructure.
• Ensure all incidents, alarms, and service disruptions are handled within agreed operational SLAs.
• Oversee incident management, problem management, and service restoration activities.
• Coordinate network troubleshooting efforts and drive timely resolution of service-impacting issues
• Ensure network availability, reliability, and operational stability.
• Act as the primary operational escalation point for strategic and high-priority customers.
• Manage and resolve customer escalations in accordance with company escalation procedures.
• Provide clear communication and status updates to customers during major incidents.
• Maintain positive customer relationships through professional engagement and proactive communication.
• Continuously review and improve operational workflows, ticket management processes, and service support procedures.
• Work with relevant teams to enhance ticketing systems, monitoring tools, and operational dashboards.
• Identify recurring issues and implement preventive and corrective action plans
• Promote operational excellence through automation and process improvement initiatives.
• Collaborate closely with Internal Operations, Field Operations, Network Engineering, and other relevant departments toexpedite issue resolution.
• Facilitate cross-functional communication during network outages and service incidents.
• Ensure alignment between technical operations and customer service objectives.
• Good knowledge for Fiber Optic Especially FTTH and Telco Business

What You Will Need:

• Have 7-10 years of experience in ISP/Telecommunications industry
• Bachelor degree's in Information Technology or Electro Engineering
• Have good communication, reporting, and presentation skill.
• Fluent in English, both written & verbal.\
• Intermediate network skill ( IP, ROUTING, SWITCHING, MPLS, IPSEC ) & FFTH concept and configuration
• Excellent negotiation, and leadership skill
• Can work under pressure
• Customer service excellent

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.