Senior Officer - Service and Device Operations

PT. Indosat Tbk; Jakarta Utara; On-site; IDR 20.000.000 - 25.000.000; Full time

Job summary

A telecommunications company in Indonesia is seeking a professional to manage end-to-end device operations, ensuring a seamless customer experience across connected devices. Responsibilities include conducting device testing, maintaining relationships with OEMs, and analyzing device-level performance. The ideal candidate should have a bachelor’s degree in Telecommunication Engineering or IT Engineering, with at least 5 years of experience in network operations and strong communication skills. Familiarity with business intelligence tools is also required.

Qualifications

• Minimum bachelor’s degree in Telecommunication Engineering or IT Engineering.
• 5 years of experience in Core/RAN Performance or CORE/RAN Network Operation.

Responsibilities

• Manage end-to-end Service & Device operations to ensure customer experience.
• Perform device testing for B2C & FWA (smartphone, FWA/CPE, router).
• Maintain technical relationships with OEMs.
• Monitor device-level performance and analyze field issues.
• Provide monthly device health summary to technology & commercial teams.

Skills

Excellence Communication Skills

Basic Knowledge in End-to-End of Telecommunication Domain

Basic Understanding of Customer Experience Management

Technical knowledge in RAN, Core and other domains

Data Analytics knowledge

Hands-on with Business Intelligence Tools

Relevant professional certifications

Experience working with OEMs/chipset partners

Education

Bachelor’s degree in Telecommunication Engineering or IT Engineering

Tools

Tableau

Power BI

Job description

Role Purpose

Manage end-to-end Service & Device operations—including testing, escalation handling, performance analysis, issue tracking, and partner coordination—to ensure seamless and reliable customer experience across smartphones, FWA devices, CPEs, and other connected devices.

Job Description

DEVICE OPERATIONS (Technical Execution)

• Perform device testing all cover B2C & FWA (smartphone, FWA/CPE, router).
• Validate New firmware/software updates and patches Including Pre Test
• Conduct SIM & eSIM testing and provisioning checks.
• Troubleshoot UE specific device related network issues (VoLTE, 5G, CA, IMS, USSD etc).
• Ensure device compatibility (bands, VoLTE/NR capability, IMEI/TAC).

TECHNOLOGY PARTNERSHIP (OEM & Vendor Coordination)

• Maintain technical relationship with OEMs (Samsung, Xiaomi, Apple, etc.).
• Create Technical Escalation and Follow up related to Device Related Problem including Case Reproduction & Logs.
• Align and Regular Update for Technical Network Parameter - VoLTE/5G/IMS/ Band Combo or another configuration with OEM.
• Validate new device launches & firmware roadmaps.
• Run joint testing for new network feature readiness (VoNR, SA, CA).

ANALYSIS & PROACTIVE MONITORING

• Monitor device-level performance (VoLTE success, NR attach, throughput, drop rate).
• Identify top problematic devices (model, vendor, chipset).
• Analyze field issues: RRC failure, VoLTE/IMS issue, NR SA capability gaps.
• Provide monthly device health summary to technology & commercial teams.
• Maintain device capability database (TAC → band/VoLTE/5G support).

Qualification:

Minimum bachelor’s degree in Telecommunication Engineering or IT Engineering.

Related Experience:

5 years of experience in Core/RAN Performance or CORE/RAN Network Operation.

Skills:

• Excellence Communication Skills.
• Basic Knowledge in End-to-End of Telecommunication Domain.
• Basic Understanding of Customer Experience Management.
• Have technical knowledge in RAN, Core and other domains / surrounding components (e.g. IMS, Radio, Interface & Signaling).
• Having Data Analytics knowledge (statistical analysis, statistical tools, methods/processes to analyze data, data correlation).
• Hands‑on with Business Intelligence Tools (e.g. Tableau, Power BI & etc.)
• Relevant professional certifications (e.g., 5G/IMS/RAN/device testing certifications) are an advantage.
• Experience working with OEMs/chipset partners is highly preferred.