Wihdatusani Fauziyah
Incident And Problem Manager
Bekasi City
Summary
A highly skilled and experienced professional with 14 years of experience in Telecommunication and Technology Industries. Possess excellent to handle incidents, projects, and teams. And have gained expertise in Technology operational management such as Incident & problem management and Change management.
Overview
14
14
years of professional experience
Work History
Incident and Problem Manager
PT.Bukalapak
Jakarta
10.2019 - Current
- Responsible for and lead any technology incidents
- Successfully reduce occurrences of the incident from 80 to 20 incidents and below by creating change documentation rules and reviewing for any incident closely to prevent a similar incident
- Successfully reduced financial loss by incident around xxx bio in a year
- Key Responsibilities:
- Managed and resolved complex IT incidents and problems in accordance
- Ensured timely resolution of critical and major incidents to minimize service downtime and impact on end-users
- Conducted root cause analysis to identify and address underlying causes of incidents and problems
- Developed and implemented incident and problem management policies, procedures, and guidelines
- Coordinated with various IT teams and stakeholders to ensure effective incident and problem management
- Provided regular updates and reports to senior management on the status of the incident and problem management activities
- Continuously reviewed and improved incident and problem management processes to enhance service delivery and customer satisfaction
Senior Analyst Infrastructure Capacity Planning
PT.Bukalapak
Jakarta
02.2017 - 10.2019
- Handle projects to control cloud cost and resizing capacity
- Successful creation model and monitoring system to control cloud costs for each squad
- Responsible to analyze the infra system
- Successful to create monitoring and analysis and create prediction usage of infrastructure and network
- Key Responsibilities:
- Developing and executing capacity management strategies and processes to ensure optimal resource utilization and infrastructure performance
- Analyzing data trends and forecasting future infrastructure capacity needs to support business growth and demand
- Identifying opportunities for infrastructure optimization, such as consolidation, virtualization, and automation, to improve efficiency and reduce costs
- Identifying and mitigating infrastructure capacity risks, such as system failures or performance degradation
- Creating and presenting capacity management reports to stakeholders, including technical teams, management, and customers
- Collaborating with vendors and service providers to ensure infrastructure capacity needs are met and service level agreements are adhered to
- Leading infrastructure capacity planning projects, including resource planning, scheduling, and budget management.
Analyst Core Network Optimization Performance
PT.Huawei Services
Jakarta
07.2015 - 01.2017
- Key Responsibilities:
- Analyzing and optimizing the core network to ensure optimal network performance, including capacity, throughput, latency, and availability
- Monitoring and analyzing network performance metrics to identify and address issues that impact network performance
- Assisting in developing and implementing network planning strategies and processes to ensure network capacity meets business demands
- Creating and presenting network performance reports to stakeholders, including technical teams, management, and customers
- Diagnosing and troubleshooting network issues to identify root causes and provide effective resolutions
- Ensuring that the core network is secure and protected from external threats, including implementing security protocols and performing security audits
- Collaborating with vendors and service providers to meet network performance needs and adhere to service level agreements.
Senior Engineer
PT.Huawei Services
Jakarta
09.2012 - 06.2015
Engineer Core Network Performance
PT.Huawei Services
Jakarta
04.2012 - 08.2012
Engineer of Roaming & Interconnection Network Performance
PT. XL Aixata
04.2011 - 03.2012
- Monitoring and analyzing network performance metrics to identify and address issues that impact network performance
- Creating and presenting network performance reports to stakeholders, including technical teams, management, and customers
- Maintain and improve the quality of carrier and roaming network
Technical Support
PT.Arga Solusi Technologies
11.2008 - 03.2011
- Installing, configuring, and provisioning servers
Education
Bachelor’s degree - Electrical Engineering
ISTN
Diploma degree - Telecommunication Engineering
EEPIS
Skills
ITIL-based incident, problem, and change management
Capacity management
Service level management
Root cause analysis
Service delivery management
Relationship management
Timeline
Incident and Problem Manager
PT.Bukalapak
10.2019 - Current
Senior Analyst Infrastructure Capacity Planning
PT.Bukalapak
02.2017 - 10.2019
Analyst Core Network Optimization Performance
PT.Huawei Services
07.2015 - 01.2017
Senior Engineer
PT.Huawei Services
09.2012 - 06.2015
Engineer Core Network Performance
PT.Huawei Services
04.2012 - 08.2012
Engineer of Roaming & Interconnection Network Performance
PT. XL Aixata
04.2011 - 03.2012
Technical Support
PT.Arga Solusi Technologies
11.2008 - 03.2011
Bachelor’s degree - Electrical Engineering
ISTN
Diploma degree - Telecommunication Engineering
EEPIS