Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Professional References
Personal Information
Timeline
Generic
Nanang Firmansyah

Nanang Firmansyah

Kota Tangerang

Summary

15+ years of experience in the ICT telecommunication industry, expert knowledge in service delivery and network operations, with a background in customer support, SLA performance management, vendor management, managed services, and project implementation. I am a person with customer solution-oriented and analytical thinking, with a passion for delivering high performance. Looking for a challenge to develop and contribute more to a wide industry perspective. Holds a master's degree in business management.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Network Engineer, Telkomsel Account

PT ERICSSON INDONESIA
Jakarta
01.2023 - Current
  • Project : Telkomsel CS CORE Modernization 2023. Assigned to one of EID’s key projects, responsible for integrating the new Virtual MSC (Cloud VMSC) with existing core networks in Sumatera and Kalimantan. Successfully managed integration efforts to enhance network capabilities.

Senior Service Delivery, Customer Support and Repair Department – Account XL Axiata (Consultant/Contract)

PT ERICSSON INDONESIA
Jakarta
01.2016 - Current
  • As Service Delivery Manager Assistant, I oversee service delivery operations for XL Axiata, focusing on both software and hardware support. My role includes managing day-to-day service tasks, ensuring KPI compliance, and strengthening client and vendor relationships to achieve seamless service delivery.
  • Performance & SLA Management: Ensure all service requests and trouble tickets are resolved within SLA, partnering closely with General Vendor Management (GVM) to track performance against key metrics.
  • Customer Relationship Management: Liaise with Managed Services (MS) and Service Operations (SOM XL) to maintain strong client relationships, negotiating solutions and resolving issues related to SLA disputes, scope, and ticket penalties.
  • Technical Coordination: Collaborate with the Customer Technical Manager (CTM) to verify that each formal trouble ticket response aligns with defined solutions and customer expectations.
  • Governance & Reporting: Took ownership of end-to-end service delivery performance for a Tier 1 client (XL Axiata), leading cross-functional governance forums with customer and internal stakeholders. Proactively resolved SLA disputes and critical issues, ensuring continuity of service and upholding contractual KPIs. My role served as the central coordination point between customer technical teams, vendor support, and internal delivery teams — demonstrating hands-on leadership in execution and delivery.
  • Product Management Software Management, Spearheaded strategic planning and deployment of software updates for CS Core and RAN Product (MSS, MGw, eNodeB, RBS, BSC), ensuring alignment with customer requirements and long-term product goals, driving enhanced functionality and value.
  • Hardware Services & Validation: Oversee spare part management, performing in-depth validation of customer hardware requests to minimize No Fault Found (NFF) cases. Collaborate with ODM SPMS and the RAN CNS team to resolve critical hardware issues and fulfill outstanding requests.

Customer Network Support Engineer, Customer Support and Repair Department (Consultant/Contract)

PT ERICSSON INDONESIA
Jakarta
01.2014 - 01.2016
  • Working as Customer Support Engineer CS CORE Competence.
  • Software Update Management Function: Preparing Proposal, Schedule and communicate to customer regarding new correction to rollout in all nodes. Performing Rollout for New Software Update regularly in Core Node MSS (APG, APZ, IS, IPTB), MGw.
  • Working with Trouble Report (TR) assigned from customer.
  • Monitoring the Trouble Report (TR) while and answer or solution is created.
  • Forwarding the answer and solution to helpdesk and present the answer/solution to the customer and closing of the Trouble Report (TR).
  • Maintain system configuration records for SW, Market Features and Network Configurations for assigned customer.
  • Giving guidance among Operation & Maintenance instructions.
  • Implementation of proactive maintenance procedures.
  • Performing all activities necessary to ensure In service Performance objectives for the assigned customer are achieved, such as carry out 24 hrs x 7 days Emergency / On-Call service on a weekly.
  • Responsible for CS Core Network MSS, MGw, IMS/VoLTE.
  • Perform troubleshooting based on trouble report ticket from customer for CS CORE node.
  • Conduct health check and close monitoring as customer request.
  • Maintaining CS Core KPI Performance (Capacity KPI such trunk utilization, msc/mgw utilization and Signaling KPI such LUSR, PSR, CCR, SCR) using APA tools and other measurement from APG counter and ENIQ OSS based on incident report from customer.

Proactive Support Services as Customer Support Program

PT ERICSSON INDONESIA
Jakarta
01.2014 - 12.2014
  • Developing tools and software for proactive support monitoring system.
  • Monitoring All Network Performance and Alarm CS-Core, PS-Core and RAN Product using the Proactive Dashboard Tools.
  • Identify automation opportunities to improve service efficiency, including the development of monitoring dashboards and proactive tracking tools.
  • Assisting programmer from technical side to develop use case for performance monitoring dashboard tools.
  • Provide and Analyse Proactive Support Report.

Integration Engineer, MSS R13A XL Axiata Project

PT ERICSSON INDONESIA
Jakarta
01.2013 - 12.2014
  • Company Overview: (Contract/External under Elabram Systems)
  • Performing Software Upgrade for Media Gateway (MGw).
  • Performing Software Upgrade for MSS Blade/ MSS Classic/GSS, Preparing MDE and new license loading in MSS & MGw.
  • Integrate and Deploy New node MSS And MGw.
  • Maintaining CS Core KPI Performance (Capacity KPI such trunk utilization, msc/mgw utilization and Signaling KPI such LUSR, PSR, CCR, SCR) using APA tools and other measurement from APG counter and ENIQ OSS after Software Upgrade or Changes Configuration Activity.
  • (Contract/External under Elabram Systems)

Software Update Management (SUM)

PT ERICSSON INDONESIA
Jakarta
01.2011 - 12.2013
  • Company Overview: (Contract/External under Elabram Systems)
  • Performing Software Update for All Core Network Nodes (MSC-S, MGw, HLR, GSS).
  • Delivers the latest Software Package and implement to Customer nodes.
  • Perform Upgrade for APG Windows and APG Linux.
  • Perform Software Correction CP for enroll IPA (Intermediate Package) EPA, CPA.
  • Perform Loading of XTF Tracing Tools.
  • Perform Software Update CPP Cello Platforms MGW.
  • Support CNS (Customer Network Services) to troubleshoot regarding CSR and package Loading.
  • Supporting Project Team to Perform Upgrade AXE Node.
  • Perform Healthcheck and Audit core networks.
  • Local Spoke SUM to responsible to lead and collaborate with GSC (Global Support) to perform software update rollout remotely.
  • (Contract/External under Elabram Systems)

Core Network O&M, West Java Region

PT INDOSAT TBK.
Bandung
01.2005 - 12.2011
  • Responsible for operating and maintaining the Mobile Switching Centre (MSC), Visitor Location Register (VLR), Transit Switching Centre (TSC) and Media Gateway (MGW).
  • Handling all problem and issues related to Core network including database issues, routing problem, billing and CDR ticketing.
  • Test and implement new features, new configuration or reconfiguration in the Core network collaborate with vendor and/or engineering/planning group in order to enhance the network or to launch new services.
  • Responsible for the implementation of software correction or patch implementation into the Core network entities required for resolving certain complex problem in the network and to keep up with the other market.
  • Supporting Customer Service Department, responsible for providing technical support related to network issues.
  • Regional PIC for IM3 Product Testing. Responsible to perform UAT and support Numbering Plan HQ Team before product launching.

Education

Master Of Management - Faculty of Economic and Business

Universitas Mercu Buana
Jakarta
01.2019

Bachelor - Faculty of Information Technology

Universitas Budi Luhur
Jakarta
01.2016

Diploma - Faculty of Information Technology

ST INTEN (Sekolah Tinggi Sains Dan Teknologi)
Bandung
01.2011

High School Diploma - Switching Majors

Telkom Sandhy Putra Vocational High School
Jakarta
01.2005

Skills

  • Service Delivery
  • Hardware Services Delivery
  • Network Operations
  • Managed Services
  • Vendor Management
  • Software Update Management
  • SLA Performance Management
  • Core Network
  • Customer Engagement
  • B2B Partnership

Certification

  • Agile Product Owner Role: Foundations, Linkedin Learning, 01/01/24
  • IT Vendor Management Foundations, Linkedin Learning, 01/01/24
  • B2B Sales Strategy: Avoid Prospect Stalls and Stops, Linkedin Learning, 01/01/23
  • Agile Foundations, Linkedin Learning, 01/01/23
  • Scrum: Advanced, Linkedin Learning, 01/01/23
  • Scrum: The Basics, Linkedin Learning, 01/01/23
  • Strategic Partnerships: Ecosystem and Platforms, Linkedin Learning, 01/01/23
  • Strategic Business Analysis Essentials, Linkedin Learning, 01/01/23
  • Project Management Essentials, Ericsson Education, 01/01/18
  • IoT: What’s at Stake, Ericsson Education, 01/01/17
  • 5G Overview, Ericsson Education, 01/01/17
  • SDN/NFV Basics, Ericsson Education, 01/01/17
  • Ericsson Cloud Business Foundation, Ericsson Education, 01/01/17
  • Communication Skills for Managed Services, Ericsson Education, 01/01/14

Accomplishments

  • 01/01/17, Maintained Customer Support Performance scores for XL Axiata above the baseline level in 6 consecutive years with no penalty
  • 01/01/12, Selected by Elabram Agency as Best Core Network Consultant

Professional References

  • Erikson Simanjorang, Service Delivery Manager | Ericsson Indonesia (Direct Reports), erikson.simanjorang@ericsson.com
  • Zuhad Kurniawan, PT Fiberhome / BAKTI Kominfo Former VP Head of Customer Support & SDM Strategic MOAI Period 2016-2020| Ericsson Indonesia, zuhad.kurniawan@ericsson.com, +62 811-167-369

Personal Information

Total Experience: 15+ years Experience in ICT Telecommunication Industry

Timeline

Network Engineer, Telkomsel Account

PT ERICSSON INDONESIA
01.2023 - Current

Senior Service Delivery, Customer Support and Repair Department – Account XL Axiata (Consultant/Contract)

PT ERICSSON INDONESIA
01.2016 - Current

Customer Network Support Engineer, Customer Support and Repair Department (Consultant/Contract)

PT ERICSSON INDONESIA
01.2014 - 01.2016

Proactive Support Services as Customer Support Program

PT ERICSSON INDONESIA
01.2014 - 12.2014

Integration Engineer, MSS R13A XL Axiata Project

PT ERICSSON INDONESIA
01.2013 - 12.2014

Software Update Management (SUM)

PT ERICSSON INDONESIA
01.2011 - 12.2013

Core Network O&M, West Java Region

PT INDOSAT TBK.
01.2005 - 12.2011

Master Of Management - Faculty of Economic and Business

Universitas Mercu Buana

Bachelor - Faculty of Information Technology

Universitas Budi Luhur

Diploma - Faculty of Information Technology

ST INTEN (Sekolah Tinggi Sains Dan Teknologi)

High School Diploma - Switching Majors

Telkom Sandhy Putra Vocational High School

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