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Work Background
NTT Ltd.Senior Service Delivery Design Architect
Apr. 2022CyberjayaAnalyzed client IT Infrastructure Services requirements and designed appropriate cost-effective services and solutions Customized solutions and service designs dealing with all components of an IT Infrastructure, transition and transformation Performed evaluations and recommendations of designs and implemented solutions to enhance the client infrastructure services Worked closely with sales in responding to RFI/RFQ/RFP and equipping sales with relevant proposals and Statements of Work Worked closely with sales, delivery and relevant partners and affiliates to provide complete solutions to client - built solution documentation, performed effort estimations and proposed relevant pricing structures Map competition and develop appropriate winning sales strategies, often in conjunction with various partners and affiliates
NTT Ltd.Senior Manager
Jun. 2019 - Mar. 2022Cyberjaya, Selangor, MalaysiaAnalyzed client IT Infrastructure Services requirements and designed appropriate cost-effective services and solutions Customized solutions and service designs dealing with all components of an IT Infrastructure, transition and transformation Performed evaluations and recommendations of designs and implemented solutions to enhance the client infrastructure services Worked closely with sales in responding to RFI/RFQ/RFP and equipping sales with relevant proposals and Statements of Work Worked closely with sales, delivery and relevant partners and affiliates to provide complete solutions to client - built solution documentation, performed effort estimations and proposed relevant pricing structures Map competition and develop appropriate winning sales strategies, often in conjunction with various partners and affiliates
DXC TechnologyCrisis Manager & Operations Lead
Nov. 2015 - Mar. 2019MalaysiaLead the Shift Management team (Shift Managers) to ensure 24 by 7 technical support availability to Clients Provided leadership and direction to Technical Support Teams and Shift Managers in helping to assess evolving situation and involve correct level of technical and/or managerial involvement as necessary Chaired the Daily Operations Review (ODR) meeting Regularly reviewed and provided recommendations to Incident & Problem Management service improvement proposals Tracked real time visibility of failed changes executed by delivery teams, ensured failover implementation and full review of fail change Responsible as SPOC and primary contact for all Critical / Major Incident involving severe client business impact. Lead all War room conferences and drove incident resolution Performed regular review of relevant process and procedures to eliminate gaps, ensuring effective service restoration Lead BCP Champions in planning, rehearsing and testing BCP readiness. Responsible as SPOC to Management team during BCP situations. Ensure smooth implementation of Business Continuity Plan
IBMDelivery Project Executive
Mar. 2015 - Nov. 2015Functionally report to the Project Executive (PE) and act as single point of contact to the PE on all delivery related issues. Owned overall communications plan with the client together with PE Responsible in promoting customer satisfaction through efficient & effective delivery of services, proactively managed issues that could impact service delivery, identified and drove optimization while assisting PE in managing scope, resources, cost of delivery, coordination, escalation and communication Involved, along with PE, in reworking of existing and new contract solutions. Provided overall leadership to the various service delivery team in supporting the client business Responsible for owning and supporting delivery process documentations, service and quality improvements, keeping records of changes to the contract or document of understanding, and maintaining risk, issue, and compliance plans Ensured accurate reporting of compliance posture. Ensures contract delivery and audit readiness are conducted to both the contract and IBM’s internal standards
Hewlett Packard EnterpriseClient Capability Lead
Nov. 2014 - Mar. 2015MalaysiaBeen the main entry point for Backup and Storage service line/capability reporting to the Account Delivery Executive (ADE) Managed end to end delivery of services regardless of location and organisation Responsible for the set-up of continuous improvement of a service line/capability Ensures the accountability and escalation paths are clear and updated. Ensured KPI targets are met Contributed in initiating and reporting issues and outcomes in all governance meetings. Participated in customer account reviews Contributed to the creation of services sales opportunities by assessing customer business needs and matching them to available solutions Responsible in overseeing of all incident, capacity, change and problem management action items Performed effort estimation, coordination, information and internal billing activities Managed add-on projects, adhering to project timelines, specifications and cost requirements
Hewlett Packard EnterpriseAccount Delivery Manager
May. 2013 - Oct. 2014MalaysiaDirect client contact position responsible for delivery of all in-scope contracted services across all involved service delivery towers ensuring performance goals and cost commitments are met Constantly promoted customer satisfaction through efficient, effective delivery of services, proactively managed issues that could impact service delivery, identifying and driving optimization while managing scope, resources, cost of delivery, coordination, escalation and communication Been the principal contact for all service operational and tactical issues for the client and HP delivery organizations Exercised independent judgement within generally defined policies and practices to identify and select a solution Acted as a team or project leader providing direction to team activities and facilitated information validation and team decision-making process Analysed customer’s strategic business plan and grew delivery requirements to meet customer needs Supported and delivered timely, cost effective delivery for SLA requirements. Identified and recommended optimization while managing scope, resources and coordination Assured compliance with HR, PR, Legal, finance, Ethics and government related policies, strategies and processes
Hewlett Packard EnterpriseDelivery Lead
Oct. 2011 - Apr. 2013Provided SPOC linkage between the delivery teams and the customer/account team to define service scope and to manage/lead all Tower deliverables for this scope Lead and coordinated the process of elevation & escalation in accordance with HP procedures and collaborated with the teams to implement resolutions Escalated support delivery issues where SLA’s are not met and managed improvement plans respectively Ensured that the RTPA (Release to Acceptance and Production) is achieved before commencing support Managed scope changes and validated the changes for support there-off Engaged in providing support for transition/transformation efforts Responsible for achieving the delivery Metrics and its reporting for customer/account team Worked with ADM (Account Delivery Manager) to set and maintain technical delivery, service delivery expectations and delivery level of customer organization which aligns with the HP standards Drove Incident, Problem and Change management process and act as the SPOC for all escalations
Hewlett Packard EnterpriseChange Lead
Jan. 2011 - Sep. 2011MalaysiaChange Management Supervisor – Managed and coordinated all the Change Management ticket within Wintel platform. Participated in CAB (Change Advisory Board) with customer in relation to all Change ticket approvals
Hewlett Packard EnterpriseTechnical Consultant
Oct. 2009 - Dec. 2010MalaysiaPerformed the role of a System Administrator to manage and administrate more than 900 servers for client KONE Performed planning and coordination of server migrations Met SLA for Incidences, Service Calls and Change Requests and Problems tickets Provided quick respond and solution for Top and High priority cases and participated in incident management bridge calls Provided proactive maintenance activities such as driver and firmware upgrades and to place hardware replacement calls for failed server hardware Coordinated with country site-IT for all server activities that required downtime such as system failure, system recovery, upgrades, repairs, patch installation and others Provided initial root cause analysis and solutions under problem management functions for unplanned system faults. Documented incidences for future reference purpose Performed routine Microsoft patching and other critical patching activities as and when necessary Implemented approved planned and emergency changes in the capacity of Release Management Performed capacity management and planning for all relevant devices under contractual support
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