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Work Background
The eCEOsCountry Manager - Canada
Feb. 2024Canada
HAYAT Technologies Sdn BhdManager, PMO Governance (CEO Office)
May. 2023 - Jul. 2023Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia- Introduced a standardised project folder structure that helps Project Managers to better manage their project documents.
- Introduced project document templates for Project Managers to use including Weekly Project Status Report, RAID Log and Project Change Request form.
- Introduced and facilitated key Project Management and Scrum activities including weekly cadence calls, Sprint Planning and Daily Standups.
- Sent out a company-wide Staff Survey to gauge the performance of the company and job satisfaction among company staff, and use the results to come up with improvement plans and tie to departmental KPIs.
- Drove organisational changes to improve productivity within the company e.g. optimising the use of Tasks by Planner in MS Teams
GrabManager, ITSM Solution
Jan. 2021 - Apr. 2023Petaling Jaya, Selangor, Malaysia- Product Owner/Scrum Master/Project Manager for IT Service Management (ITSM) portal used by 3 different Business Units.
- Saved, on monthly average, 150 hours of productivity man-hours by delivering new features and enhancements based on business impact and urgency, via monthly sprints using Agile Project Methodology.
- Managed a team of 17 consisting of Developers, Testers, Business Analysts and Support Analysts.
- Led Product Backlog Prioritisation calls, and weekly calls with the Workato Integration team to make sure that all parties are aligned on what needs to be delivered on monthly sprints.
- Engaged Business Stakeholders in understanding business requirements and needs, in alignment with the organisation's goals.
- Technical Governance Lead that oversees the onboarding of other Business Units to the ITSM portal, which tasks includes reviewing and signing off Solution Design, ensuring seamless transition from the AS-IS to TO-BE process without interrupting business operations and guiding the project team to adhere to internal business processes and practices e.g. Change Management process, engagement with Organisational Change Manage team etc.
DeltatreGlobal Support Manager
Nov. 2018 - Dec. 2020- Established the Incident, Problem and Major Incident Management processes that is used by the company, in accordance to ITIL best practices.
- Responsible for ensuring smooth operation of all OTT video on-demand products and services for clients all over the world from Japan to Latin America, including Perform Group (DAZN), WWE (WWE Network 2.0) BBC and ITV (Britbox), Bell Media (Crave and CTV GO), PCCW Hong Kong (NowE) and others, leveraging on various Deltatre products including AXIS, DIVA and mTribes.
- Set up Service Desk policies and workflow that are used across the company, in accordance to ITIL best practices.
- Collaborate with technical directors and project teams in providing technical inputs related to B2B Support, prior to Go-Live.
- Coordinate with Deltatre Product and Infra teams in making sure that fixes and improvements are recorded and deployed to enhance user experience.
- Maintain working relationship with B2B clients and 3rd parties in ensuring smooth operation and experience for end-users.
Massive InteractiveSupport Manager, APAC
Jan. 2016 - Oct. 2018- Established the Incident, Problem and Major Incident Management processes that is used by the company, in accordance to ITIL best practices.
- Responsible for ensuring smooth operation of all OTT video on-demand products and services for clients all over the world from Japan to Latin America, including Perform Group (DAZN), WWE (WWE Network 2.0) BBC and ITV (Britbox), Bell Media (Crave and CTV GO), PCCW Hong Kong (NowE) and others, leveraging on various Deltatre products including AXIS, DIVA and mTribes.
- Set up Service Desk policies and workflow that are used across the company, in accordance to ITIL best practices.
- Collaborate with technical directors and project teams in providing technical inputs related to B2B Support, prior to Go-Live.
- Coordinate with Deltatre Product and Infra teams in making sure that fixes and improvements are recorded and deployed to enhance user experience.
- Maintain working relationship with B2B clients and 3rd parties in ensuring smooth operation and experience for end-users.
Massive InteractiveProject Manager
Mar. 2012 - Dec. 2015London, United Kingdom- Managed the delivery of Video on-demand solutions on multiple platforms in accordance to Agile Project Management methodology, for Sony Pictures Television Japan (Sony Animax) and Bell Media Canada (Crave, CTV GO, RDS GO).
- Collaborated with Technical Directors, Developers and QA testers in ensuring work packages are delivered in a timely and cost-effective manner.
- Performed costing activities – develop effort and cost estimates for expert services engagements, project variations and generate Statements of Work (SOW) and Quotes as needed.
- Support business analysis of solutions to be provided to clients.
GlaxoSmithKlineApplication Analyst
Jun. 2009 - Mar. 2012London, United Kingdom• Acting Incident Manager for Incident and Problem Management. • Involved in establishing governance and compliance procedures of Incident, Problem and Change Management processes.
• Engaged in reviewing System Requirements, Design and Unit Specifications for current LIMS solution.
• Responsible for identifying and preparing metrics for various processes within the LIMS Support team to the Management and Business Representatives
• Involved in review of components monitoring and thresholds for Availability Management.
• Risk Management Lead for LIMS Solution
• Established System Access Management Audit process for Local Business Units and Central Core Support team
• Involved in system cutover and go-live activities for GSK Primary sites in Evreux, France and Jurong, Singapore.
• Involved in Version Upgrade, ITCP Testing and Global Data Centre Move project.
iPerintisSystem Engineer/Project Manager
Jul. 2006 - May. 2009Kuala Lumpur, Malaysia• Project manager of the implementation of a new Human Resource Information Systems (HRIS) to iPerintis Sdn. Bhd.
• Provide second-level support for Petroliam Nasional Berhad (Petronas) IT Infrastructure in Business Services Management project
• Monitoring server, application and database availability and performance; and also various type of availability and capacity reports using various BMC Software application
• Monitoring Petronas Service Station (PSS) and network devices availability using Enterprise Network Management System (ENMS) – network monitoring framework using Micromuse Cisco Info Centre, with integration to in-house Executive Dashboard.
• Provide support for Perl-based in-house applications i.e. Petronas Executive Dashboard, Executive Notification System, used by various support teams
• Involved in helping iPerintis to achieve Level 5 CMM for ITIL – Configuration Management
• Appointed Process Lead for Configuration Management Process team
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