Arvian Doni Saputro

Served as a core professional managing SLA compliance, incident resolution, and critical system change
management for the Telkomsel Project.
Secured and maintained strict SLA compliance to ensure the continuous stability of mission-critical
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telecom systems.
Led and streamlined communication across global and regional stakeholders regarding project operations
and IoT billing frameworks.
Implemented ITIL-aligned best practices for proactive incident handling and production change control
management.
Leveraged foundational Oracle and PostgreSQL database technical skills to support deep operational
analysis.

*SLA Responsibilities - Billing Specialist*

- Issue invoices within SLA, e.g. within 2 days after billing cycle
- Maintain billing accuracy above 98-99% as per KPI
- Resolve billing complaints from customers/CS within SLA, e.g. 72 hours
- Update payment data and aging reports on time for finance
- Coordinate with sales/technical teams to fix tariff or charge errors quickly

*Change Management Responsibilities - Telkomsel*

*Core Responsibilities*
- Develop change management strategies for IT projects, network upgrades, and new product launches
- Manage communications to employees, partners, and customers to ensure smooth transitions
- Conduct impact assessments: identify affected groups, risks, and training needs
- Design and deliver training programs for internal teams and partners
- Monitor adoption rates of new systems, collect feedback, and address resistance
- Coordinate with Network, IT, Product, and Sales teams to align during go-live

*Telkomsel-specific Focus*
- Migrating customers to digital services: MyTelkomsel app, eSIM, new data packages
- Implementing new billing and CRM systems
- Process changes driven by automation and AI

*SLA Responsibilities - Billing Specialist*

- Issue invoices within SLA, e.g. within 2 days after billing cycle
- Maintain billing accuracy above 98-99% as per KPI
- Resolve billing complaints from customers/CS within SLA, e.g. 72 hours
- Update payment data and aging reports on time for finance
- Coordinate with sales/technical teams to fix tariff or charge errors quickly