Profil Singkat Angga Teguh A.

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Angga Teguh A.

koneksi tingkat ke-3 Ke-3

Associate Product Support Manager

Banten, Indonesia

TentangTentang

Keep growing !!!Keep growing !!!

AktivitasAktivitas

269 pengikut269 pengikut

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PengalamanPengalaman

• Associate Product Support ManagerAssociate Product Support Manager

  GudangAda · PurnawaktuGudangAda · Purnawaktu Mei 2022 - Saat ini · 1 thnMei 2022 - Saat ini · 1 thn IndonesiaIndonesia

  • • - Prepare and deliver periodic reports for stakeholders to share gathered insights
      - Assign incoming tickets to team members and perform review on the completed tickets
      - Coach and mentor team members for professional and personal growth
      - Lead Product Support Team in Logistic (Transport & Warehouse) and SaaS (GudangAda Solusi)
      - Align with PMs on the roadmap, and capture the needs of stakeholders for training/socialization sessions, along with the schedules
      - Assign team members to projects to ensure the team members follows the project updates and captures the knowledge
      - Prepare materials for training/socialization/refreshment sessions to be delivered to related stakeholders
      - Work with Manager to design ticketing tools for specific products
      - Work with Manager to design SLA for team members and ensure the respective goals are being met- Prepare and deliver periodic reports for stakeholders to share gathered insights - Assign incoming tickets to team members and perform review on the completed tickets - Coach and mentor team members for professional and personal growth - Lead Product Support Team in Logistic (Transport & Warehouse) and SaaS (GudangAda Solusi) - Align with PMs on the roadmap, and capture the needs of stakeholders for training/socialization sessions, along with the schedules - Assign team members to projects to ensure the team members follows the project updates and captures the knowledge - Prepare materials for training/socialization/refreshment sessions to be delivered to related stakeholders - Work with Manager to design ticketing tools for specific products - Work with Manager to design SLA for team members and ensure the respective goals are being met
  • • Keahlian: Cross-functional Team Leadership · Coaching & Mentoring · Product Development · Agile Project Management · product owner · Incident Management · agile · Application Support · Knowledge Base · Product Knowledge · Product Management · Product Operations · Leadership · Team Leadership · Cross-cultural Communication Skills · Cross-functional Coordination · Analytical Skills · Data Analysis · Statistical Data Analysis · Stakeholder Management · Prioritize WorkloadKeahlian: Cross-functional Team Leadership · Coaching & Mentoring · Product Development · Agile Project Management · product owner · Incident Management · agile · Application Support · Knowledge Base · Product Knowledge · Product Management · Product Operations · Leadership · Team Leadership · Cross-cultural Communication Skills · Cross-functional Coordination · Analytical Skills · Data Analysis · Statistical Data Analysis · Stakeholder Management · Prioritize Workload
• TravelokaTraveloka 4 thn 4 bln4 thn 4 bln

  • Product Support Team LeadProduct Support Team Lead PurnawaktuPurnawaktu Apr 2021 - Apr 2022 · 1 thn 1 blnApr 2021 - Apr 2022 · 1 thn 1 bln Kota Tangerang Selatan, Banten, IndonesiaKota Tangerang Selatan, Banten, Indonesia

    • • - Building a comprehensive relationship with stakeholders internal and external to get the agreed expectations and objectives. Currently managing Partner Integration area.
        - Prioritize integration project that will be done every quarter based on analysis between business needs and technical consideration.
        - Manage and coach team members to be an effective and organized team with good collaboration.
        - Responsible for operational team performance by creating and manage the team’s work plan, and optimizing the team's resources, including effectively splitting the workload among team members.
        - Prioritize the backlog that will be put on the weekly sprint.
        - Manages and develop goals based on company OKR.
        - Communicate with partner worldwide related to integration and issue.- Building a comprehensive relationship with stakeholders internal and external to get the agreed expectations and objectives. Currently managing Partner Integration area. - Prioritize integration project that will be done every quarter based on analysis between business needs and technical consideration. - Manage and coach team members to be an effective and organized team with good collaboration. - Responsible for operational team performance by creating and manage the team’s work plan, and optimizing the team's resources, including effectively splitting the workload among team members. - Prioritize the backlog that will be put on the weekly sprint. - Manages and develop goals based on company OKR. - Communicate with partner worldwide related to integration and issue.
    • • Keahlian: Cross-functional Team Leadership · Coaching & Mentoring · Product Development · Agile Project Management · product owner · Incident Management · RESTful WebServices · Web Services API · agile · Application Support · Knowledge Base · Product Knowledge · Product Management · Product Operations · Leadership · Team Leadership · Cross-cultural Communication Skills · Cross-functional Coordination · Data Analysis · Statistical Data Analysis · Prioritize WorkloadKeahlian: Cross-functional Team Leadership · Coaching & Mentoring · Product Development · Agile Project Management · product owner · Incident Management · RESTful WebServices · Web Services API · agile · Application Support · Knowledge Base · Product Knowledge · Product Management · Product Operations · Leadership · Team Leadership · Cross-cultural Communication Skills · Cross-functional Coordination · Data Analysis · Statistical Data Analysis · Prioritize Workload
  • Product Support AnalystProduct Support Analyst PurnawaktuPurnawaktu Jun 2019 - Apr 2021 · 1 thn 11 blnJun 2019 - Apr 2021 · 1 thn 11 bln Greater Jakarta Area, IndonesiaGreater Jakarta Area, Indonesia

    • • - Analyze documented requests or issues to identify common problems and build a
        knowledge base for the support team or propose product improvements to respective
        teams.
        - Be a project leader for internal improvement project.
        - Work closely to product manager and deliver some product recommendation or action item based on data analysis.
        - Technical support for API integration process with third party worldwide stakeholder.
        - Collaborate with many stakeholder (finance, product, data, engineer, QA) to analyze and produce improvement action items to improve products.
        - People manager for business as usual team.
        - Build JIRA service desk and increase 100% of effectiveness of issue and request handling
        - Build internal dashboard to monitor worldwide partner integration process- Analyze documented requests or issues to identify common problems and build a knowledge base for the support team or propose product improvements to respective teams. - Be a project leader for internal improvement project. - Work closely to product manager and deliver some product recommendation or action item based on data analysis. - Technical support for API integration process with third party worldwide stakeholder. - Collaborate with many stakeholder (finance, product, data, engineer, QA) to analyze and produce improvement action items to improve products. - People manager for business as usual team. - Build JIRA service desk and increase 100% of effectiveness of issue and request handling - Build internal dashboard to monitor worldwide partner integration process
    • • Keahlian: Product Development · Agile Project Management · product owner · Incident Management · RESTful WebServices · Web Services API · agile · Application Support · Knowledge Base · Product Knowledge · Product Management · Product Operations · Leadership · Cross-cultural Communication Skills · Cross-functional Coordination · Data Analysis · Statistical Data Analysis · Prioritize WorkloadKeahlian: Product Development · Agile Project Management · product owner · Incident Management · RESTful WebServices · Web Services API · agile · Application Support · Knowledge Base · Product Knowledge · Product Management · Product Operations · Leadership · Cross-cultural Communication Skills · Cross-functional Coordination · Data Analysis · Statistical Data Analysis · Prioritize Workload
  • Product Support SpecialistProduct Support Specialist Jan 2018 - Mei 2019 · 1 thn 5 blnJan 2018 - Mei 2019 · 1 thn 5 bln Greater Jakarta Area, IndonesiaGreater Jakarta Area, Indonesia

    • • -Provide technical support for stakeholders and end users of Traveloka Accommodation
        product and systems.
        -Receive, analyze, gather more information, prioritize, document and actively resolve or
        escalate request / issue until its resolution.
        -Work closely with product development, internal and external teams to provide timely
        and quality support.
        -Analyze documented requests or issues to identify common problems and build a
        knowledge base for the support team or propose product improvements to respective
        teams.
        -Maintain an up-to-date support process and instructions as well as product knowledge
        base for stakeholders and end users.-Provide technical support for stakeholders and end users of Traveloka Accommodation product and systems. -Receive, analyze, gather more information, prioritize, document and actively resolve or escalate request / issue until its resolution. -Work closely with product development, internal and external teams to provide timely and quality support. -Analyze documented requests or issues to identify common problems and build a knowledge base for the support team or propose product improvements to respective teams. -Maintain an up-to-date support process and instructions as well as product knowledge base for stakeholders and end users.
    • • Keahlian: Product Development · Agile Project Management · product owner · Incident Management · RESTful WebServices · Web Services API · agile · Application Support · Knowledge Base · Product Knowledge · Product Management · Product Operations · Cross-cultural Communication Skills · Cross-functional Coordination · Data Analysis · Statistical Data Analysis · Prioritize WorkloadKeahlian: Product Development · Agile Project Management · product owner · Incident Management · RESTful WebServices · Web Services API · agile · Application Support · Knowledge Base · Product Knowledge · Product Management · Product Operations · Cross-cultural Communication Skills · Cross-functional Coordination · Data Analysis · Statistical Data Analysis · Prioritize Workload
• PT. Aero Systems IndonesiaPT. Aero Systems Indonesia 4 thn 5 bln4 thn 5 bln

  • IT Security OfficerIT Security Officer Mei 2017 - Jan 2018 · 9 blnMei 2017 - Jan 2018 · 9 bln IndonesiaIndonesia

    • • - Service and Security Management Department,
        - Protects System by defining access privileges, control structure and resource,
        - Recognizes problems by identifying abnormalities; reporting violation,
        - Implements security improvements by assessing current situation; evaluating trends; anticipating requirements,
        - Determine security violations and inefficiencies by conducting periodic audit,
        - Maintains quality service by following organization standards,
        - Maintains technical knowledge by attending educational workshop; reviewing publications,
        - Contributes to team effort by accomplishing related result as needed.- Service and Security Management Department, - Protects System by defining access privileges, control structure and resource, - Recognizes problems by identifying abnormalities; reporting violation, - Implements security improvements by assessing current situation; evaluating trends; anticipating requirements, - Determine security violations and inefficiencies by conducting periodic audit, - Maintains quality service by following organization standards, - Maintains technical knowledge by attending educational workshop; reviewing publications, - Contributes to team effort by accomplishing related result as needed.
    • • Keahlian: Security Management · Security Analysis · ISO 27001 · Knowledge Base · Prioritize WorkloadKeahlian: Security Management · Security Analysis · ISO 27001 · Knowledge Base · Prioritize Workload
  • Service Quality Assurance EngineerService Quality Assurance Engineer Mar 2016 - Apr 2017 · 1 thn 2 blnMar 2016 - Apr 2017 · 1 thn 2 bln Jabodetabek , IndonesiaJabodetabek , Indonesia

    • • - Gather data and analysis for automation tools and Incident Management Tool
        - Product Owner for Service-Now.
        - Monitor performance of operation automation tool
        - Manage operation finance administration
        - Conduct, initiative and manage operation training
        - Phase 2 ServiceNow Implementation for Garuda & ASYST
        - Operation Dashboard Project- Gather data and analysis for automation tools and Incident Management Tool - Product Owner for Service-Now. - Monitor performance of operation automation tool - Manage operation finance administration - Conduct, initiative and manage operation training - Phase 2 ServiceNow Implementation for Garuda & ASYST - Operation Dashboard Project
    • • Keahlian: IT Service Management · ServiceNow · Service-now.com · ITIL Process · ITIL · Incident Management · Problem Management · Change Management · Release Management · Service-Level Agreements (SLA) · CMDB · Knowledge Base · ITIL Process Implementation · Service Desk Management · Cross-cultural Communication Skills · Cross-functional Coordination · Data Analysis · Prioritize WorkloadKeahlian: IT Service Management · ServiceNow · Service-now.com · ITIL Process · ITIL · Incident Management · Problem Management · Change Management · Release Management · Service-Level Agreements (SLA) · CMDB · Knowledge Base · ITIL Process Implementation · Service Desk Management · Cross-cultural Communication Skills · Cross-functional Coordination · Data Analysis · Prioritize Workload
  • PSS Service CenterPSS Service Center Mar 2015 - Feb 2016 · 1 thnMar 2015 - Feb 2016 · 1 thn Jabodetabek , IndonesiaJabodetabek , Indonesia

    • • -Provides technical assistance and support to Garuda Agent, Sales Office, and Branch Office;
        
        -Receives and answers, within well-established guidelines, call center questions and complaints;
        
        -Answers users' inquiries regarding Garuda reservation and DCS to resolve problems;
        
        -Maintain record of daily data communication transactions, problems and remedial action taken.-Provides technical assistance and support to Garuda Agent, Sales Office, and Branch Office; -Receives and answers, within well-established guidelines, call center questions and complaints; -Answers users' inquiries regarding Garuda reservation and DCS to resolve problems; -Maintain record of daily data communication transactions, problems and remedial action taken.
    • • Keahlian: Customer Service · Incident Management · Problem Management · Change Management · Service Desk · Application Support · Knowledge Base · Service Desk Management · Cross-cultural Communication Skills · Prioritize WorkloadKeahlian: Customer Service · Incident Management · Problem Management · Change Management · Service Desk · Application Support · Knowledge Base · Service Desk Management · Cross-cultural Communication Skills · Prioritize Workload

PendidikanPendidikan

• Institut Teknologi TelkomInstitut Teknologi Telkom Bachelor's degree, Computer EngineeringBachelor's degree, Computer Engineering 2008 - 20132008 - 2013

KeahlianKeahlian

• Cross-functional Team LeadershipCross-functional Team Leadership

  • 2 pengalaman di GudangAda and 1perusahaan lainnya2 pengalaman di GudangAda and 1perusahaan lainnya
• Coaching & MentoringCoaching & Mentoring

  • 2 pengalaman di GudangAda and 1perusahaan lainnya2 pengalaman di GudangAda and 1perusahaan lainnya
• Product DevelopmentProduct Development

  • 4 pengalaman di GudangAda and 1perusahaan lainnya4 pengalaman di GudangAda and 1perusahaan lainnya

KursusKursus

• Certification of Introduction ITIL Service ManagementCertification of Introduction ITIL Service Management

  • • 

    Terkait dengan PT. Aero Systems IndonesiaTerkait dengan PT. Aero Systems Indonesia
• Certified Security Analyst : Penetration Testing & Security AnalystCertified Security Analyst : Penetration Testing & Security Analyst

  • • 

    Terkait dengan PT. Aero Systems IndonesiaTerkait dengan PT. Aero Systems Indonesia
• Workshop Internal Audit ISO 27001Workshop Internal Audit ISO 27001

  • • 

    Terkait dengan PT. Aero Systems IndonesiaTerkait dengan PT. Aero Systems Indonesia

Gelar Kehormatan dan PenghargaanGelar Kehormatan dan Penghargaan

• ASYST Innovation Award 2016ASYST Innovation Award 2016

  Dikeluarkan oleh PT. Aero System Indonesia · Jul 2016Dikeluarkan oleh PT. Aero System Indonesia · Jul 2016

  • • 

    Terkait dengan PT. Aero Systems IndonesiaTerkait dengan PT. Aero Systems Indonesia
  • • First place winner for developing innovative ideaFirst place winner for developing innovative idea

BahasaBahasa

• EnglishEnglish
• IndonesianIndonesian

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