JOB DESCRIPTION

XAPIENS MANAGE SERVICE SITE KIDECO

Kategori Sub Katagori Layanan Ruang Lingkup

Layanan
Professional Services
Customer Care Call Center Customer Care 1. Dedicated call center support on-site;
Support Specialist 2. 1st layer support resolutions;
3. Ticket creation for incident and request, assigned and
escalates complex or unresolved incidents to 2nd or 3rd
layer;
4. Case management, maintain incident and request ticket
handling;
5. Problem management;
6. Perform publication of information/announcement to the user
in regards to the change, information, maintenance,
and termination of IT.
(Please refer to share support for this service on operational
enablement section for the detail)
Service Service Desk 1. Case management:
Desk Engineer  Responds to case assignment from customer care/end
Specialist user;
 Uses experience to address and resolve user problems;
 Systematically identifies solutions and possible side
effects.
2. 2nd layer support resolution:
 Hardware support
(laptop/desktop/monitor/printer/scanner/fax/keyboard,
 mouse);
 Meeting room support from preparation audio and video
conference until connection (tools and hardware meeting
room prepared by Client);
 Endpoint security protection check;
 Support to backup/transfer/download end user data
 Email and account setup;
 Asset retrieve;
 End user connection and check Wi-Fi /LAN/application;
 Mapping share folder/one drive/SharePoint support VPN
Client access;
 Escalates complex or un-resolved incidents/request to 3rd
layer or managerial level.
3. Problem management, analyze and research problem
management or issue in area 2nd layer services;
4. Daily operation checklist;
5. Printer support;
6. Provide a sufficient report for any problems that are found
in regards to IT to the Client;
7. Forward the problem to the authorized personnel (each
engineer, department, or vendor) and follow up on the issue;
8. Perform system problem solving through on-site mechanisms
or remotely;
9. Provide assistance and support needed for third party
software which associated to the Client software;
10. Provide a sufficient report for any problems that are found in
regards to IT to the Client.
Managed Customs Customs 1. Dedicated programmer to support custom application on site;
Application Application Application 2. Customs software check/troubleshoot and escalate complex
Specialist and un-resolve incident/request to 3rd layer support;
3. Maintain the existing Client9s custom application;
4. Provide light enhancement to the existing application in
accordance with the agreed timeline;
5. Fix the problem and follow up on the issue;
6. Provide appropriate reports to any problem found which
associated with the Client9s custom application.

ERP ERP Support 1. Provide case handler and training;

Support Specialist 2. SAP modules including FI, CO, FM, MM, SD, and
programmer ABAP;
3. Xapiens SAP consultants will perform daily support to the Clients
SAP system;
4. Xapiens SAP consultants will provide full support on monthly
 JOB DESCRIPTION

XAPIENS MANAGE SERVICE SITE KIDECO

Kategori Sub Katagori Layanan Ruang Lingkup

Layanan
and year-end closing;
5. Should any cases/bugs arise from the SAP standard system,
Xapiens SAP consultants will remain to continue provide the
improvement service message to SAP global support and the cost
of such service will be charged to the Client;
6. Should any of Xapiens SAP consultant unable to perform the
services on determined period on coordination meeting or check
point session, Xapiens will provide a replacement within
maximum of 1 (one) month.
Managed Network Network Network Engineer 1. Perform the installation and identification to Client network;
Specialist 2. Maintain Client9s network architecture and topology;
3. Setting, configure, and overcoming any problems in regards
to the network including supporting the network related to the
project implementation;
4. Perform problem identification, troubleshooting, and repair of
network equipment that listed in the hardware (switch, router,
and firewall);
5. Perform problem identification, troubleshooting, and repair for
wired and wireless connections (from switch ports to network
ports, including access points);
6. Perform system troubleshooting through on-site or remote
mechanism;
7. Coordinate with Client9s engineer to prepare patch/correction to
resolve the error;
8. Provide any found problem report in regards to the network;
9. Submit performance and/or problem/quarterly reports.

Fiber Optic Fiber Optic Preventive maintenance

Engineer 1. Maintenance of SKSO/OLTE devices.
Specialist 2. Maintenance of optical cable network:
 Monthly maintenance (manhole/hand hole);
 Clean/drain the manhole/hand hole, which located at
connecting point of the optical cable, regularly according
to the maintenance schedule;
 Check the condition of the stopper which covering the holes,
in case of immediate deviation held the repair to reach the
condition that should be;
 Check the condition of the cable and cable support along
with its accessories, if something is missing/detached,
immediately repaired/replaced will be performed;
 Change the sign on the cable if the mark on the cable lost, to
make it easier to know the type of cable that is in the
manhole/hand hole;
 Check the condition of close manhole/hand hole when there
is a broken or dull and immediately replaced/repainted
will be performed;
 To close the lid manhole/hand hole perfectly after
working;
 Marking the manhole/hand hole in prone positions, paddy
fields and hills.
3. Monthly maintenance (ground fiber optic):
 Check galvanized iron pipe cable bridge on river
crossing;
 Check the pole along with its accessories, foundations and
wire spines, in case of imminent damage occurred;
 Check the route and sign of the route to determine the
environmental condition around the cable route, if there
are things that endanger the fiber optic cable, such as
landslides, tall grass and trees, the activities of residents due
to new plantations, immediately security measures and
repairs will be taken;
 Check the location of manhole/hand hole for fiber optic cable,
to know the condition of the environment, in case of
danger immediate implementation of security measures will
be taken;
 Changing the route mark of the optic cable if there is
lost/damaged by the irresponsible party.
 JOB DESCRIPTION

XAPIENS MANAGE SERVICE SITE KIDECO

Kategori Sub Katagori Layanan Ruang Lingkup

Layanan
4. Monthly maintenance (air optic fiber):
 Check the trees and grass around the route passed by the
fiber optic cable;
 Check the condition of the joint closure that is on the pole or
in hand hole;
 Patrol carried out by tracing the cable route for 7
(seven) km/day, in order to know the cable condition.
5. Monthly maintenance (fiber optic measurement):
¯ Detecting the transmission loss cable (dB/km);
 Detect increased loss on the jointing point;
 Detecting physical damage to optical fibers (localize
problem);
 OLTE optical output power measurement.

Corrective Maintenance
1. Immediately perform SKSO/OLTE device maintenance, should
there is problem appear at systems or devices. Replace
module that alarm might be required to solve the problem;
2. Immediately optic cable maintenance will be performed
(including outside office hours) when the existing broken/cut
optical. The optical cable broken/cut can occur due the several
factors, fallen trees, heavy equipment activity, friction with
other object and local society activity.
CCTV CCTV Engineer 1. Provide CCTV Installation, service/maintenance, testing. and
Specialist commission;
2. Setting, configuration, and overcoming any problems in regards to
CCTV including supporting the CCTV related to the project
implementation;
3. Perform CCTV equipment problem identification, troubleshooting
and repair;
4. Perform CCTV troubleshooting through on-site mechanism or
remotely;
5. Coordinate with the Client9s engineer in preparing
thepatch/correction to resolve the error;
6. Provide CCTV found problems report
Radio Radio Engineer 1. Case and resolution:
Specialist  Respond and escalation incidents and requests from 1st level
technicians or 2nd level technicians;
 Follow up request.
2 Daily operation:
 New configuring radio communication
 Analyze network radio communication issue and impact;
 Monitoring radio communication performance and
availability;
 Maintenance radio communication connection ¯ Daily check
and report;
 Create incident and problem report and or monthly report
performance;
 Root cause problem analyzing;
 Create improvement, collaboration with Client’s team;
 Asset inventory, movement and replacement.
 Stock take radio communication inventory.
RFID RFID Engineer 1. Case and resolution:
 Respond and escalation incidents and requests from 1st level
technicians or 2nd level technicians;
 Follow up request
2. Daily operation:
 New installation RFID device.
 Analyze RFID connection issue and performance;
 Monitoring RFID connection performance and availability;
 Regularly maintenance RFID device;
 Perform daily check;
 Create incident and problem report;
 Root cause problem analyzing;
 Create improvement, collaboration with Client9s team
 Asset inventory, movement and replacement.
 JOB DESCRIPTION

XAPIENS MANAGE SERVICE SITE KIDECO

Kategori Sub Katagori Layanan Ruang Lingkup

Layanan

Managed System System Engineer 1. Case and resolution:

Infrastructure  Respond and escalation incidents and requests from 1st level
technicians or 2nd level technicians;
 Follow up request.
2. Physical server:
 Connection check status;
 Availability status;
 Diagnostic incident;
 Resources usage monitoring;
 Monitoring hardware resources and healthy status;
 OS installation;
 Application installation;
 Licenses and warranty status.
3. Virtual server:
 Create new virtual server;
 Install operating system;
 Install application;
 Server network setting;
 Snapshot and restore VM.
4. Operating system:
 Install Operating System;
 Network OS configuration;
 Server traffic monitoring.
5. Backup system:
 Monitoring backup policy and retention;
 Create backup report;
 Monitoring backup log;
 Read event.
6. Active directory (AD):
 Manage/create/delete user account;
 Update GPO;
 Update Group Member;
 Manage Share Folder;
 Update DNS Registry;
 Manage DHCP
Business Support Business Business Analyst 1. Bridging to meet problem statement vs solution thru technology;
Analyst (BA) 2. Requirement gathering (functional and nonfunctional);
3. Prepare documentation and leading process:
 Design solution;
 Trainer and tester;
 Go live checklist;
 Post Go live plan;
 Service transition, document and process to operation
support.
4. Conduct coordination checkpoint or meeting to discuss issues,
concern or request from Client during the project
implementation or service transition process;
5. Project management as BA.
Admin Project Admin Prepare request and maintain report for project team :
1. Annual leave; request and reporting;
2. Business trip request form submission;
3. Attendance9s list form submission for Xapiens and Client’s IT
team by google form;
4. Day off working form submission for Xapiens and Client’s IT;
5. Meal order form submission;
6. Permit:
 Permit submission and extended for Client9s visitor by go.arc
and follow up its approval;
 Induction submission for visitor from Xapiens;
 MCU schedule maintenance for Xapiens team.
7. Request of arrangement for guest; responsible to submit flight
ticketing request, accommodation, PCR/SWAB test for Xapiens
team;
8. HSE (Health, Safety and Environmental) talk, arrange HSE
talk material distribution for Xapiens and Client9s IT Team;
 JOB DESCRIPTION

XAPIENS MANAGE SERVICE SITE KIDECO

Kategori Sub Katagori Layanan Ruang Lingkup

Layanan
9. Purchase request:
 Submission goods purchasing for Xapiens and Client9s IT
team by EProc Client system.
10. Time card:
 Calculate time attendance and overtime schedule
distribution for Xapiens and Client9s IT team
HSE Health, Safety and Operational Responsible:
Environment 1. Creating standardization of policies and procedures, in order
(HSE) to control quality of IT projects related to digital
Specialist transformation;
2. Continuously inspecting and assessing the various elements of
their company9s information system to develop and implement
audit test plans;
3. Ensure all IT operational activities comply with Client’s company
policy standard for each aspect, including Health, Safety and
Environment (HSE) standard;
4. Monitor health and safety, assess risk, and design strategies
to reduce potential hazards;
5. Support fulfillment of IT resources and its supporting tools;
6. Ensure order lines of administrative documents;
7. Review office financial (petty cash), and help running events;
8. Ensure office necessities and operations is running smoothly;
9. Main point contact for all resources matters related.