Surya Kurniawan

Customer Engagement Manager – Sub Region Indonesia & Japan Managing critical issues and management escalations addressed by Care Managers in Indonesia and Japan within tight SLA agreements. Addressing critical issues to proper groups of support, communicating the progress made to Care Managers in timely manners. Reviewing SLA renewal, Escalation processes proposed by Care Managers and Customers

Team Leader – Broadband Connectivity Solution (BCS) Support group management, competence development according to budget and within the agreed performance evaluation of team member. Coaching, mentoring and induction team member. Ensuring quality solution delivered by support group within the SLA agreements and scope of service

Senior Service Engineer TAC 2 (Technical Assistance Center Level 2) Case handling of Siemens Optical Network SDH and DWDM systems including its NMS systems, Onsite support, Upgrades and Updates activities and participating in Emergency Duty 24x7 for all customers in APAC. Implementation, pilot projects, interoperability tests and customer training activities.

Service Engineer TAC 3 (Technical Assistance Center Level 3) Case handling of Siemens Optical Network SDH and DWDM systems, Onsite support, Upgrades and Updates activities and participating in Emergency Duty 24x7 for all customers worldwide. Product Lines and R&D verification tests activities.