Experience

TIME dotCom Berhad

• Malaysia
• Telecommunications
• 700 & Above Employee

• Service Manager

  • Mar 2023 - Present

  • Build and maintain strong, long-lasting customer relationship, • Customer lead point of escalation contact for all Operational and Project related matters • Perform customer’s pulse check by monitoring the overall performance of service subscribed by the customer for SLA and contract compliance. Ensure this is align with internal operational delivery • Manage challenging client request or issue related to operational matters and take ownership until resolution • Drive monthly Service review on open, closed and ongoing incident and change request, come up with improvement plan to improvise further customer experience • Monitor and analysis fault outages and customer complaints patterns, initiate problem management and service improvement plan to lessen recurring issues • Active engagement with customer to develop relationship and enhance consumer revenue by up selling companies product and technology • Serve as trusted advisor to the senior leadership team to assist in decision-making and communication strategy throughout the organisation • Negotiate contracts with partner and third-party vendor to minimize costs to the company and customer • Introduce and oversee higher standards for customer service and increased efficiency by streamlining operations • Led cross -functional teams of up to 50 members in the successful delivery of large-scale project like Magnum, which includes commercial building network connectivity and deployment of new SDWAN services for total of 476 Branches + 1 DC and 1 DR Show less



Orange Business

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Local Delivery Manager

  • Jun 2021 - Mar 2023

  • Oversee and manage IT and network services delivery (SDWAN, BVPN, P2P, P2MP) for multinational accounts across the APAC region; covering New Zealand, Australia, Philippines, and Indonesia • Monitor and manage global performance for vendors / ISPs within the region, inclusive to establish governance practice and service improvement plan (SIP) and coordinate with transversal stakeholders for improvisation. • Lead effective communication with the stakeholders (customers, carriers, building management, internal team) on the day-to-day service delivery which including but not limited to change/migration request, new implementation, and decommission of old service. • Financial control: managing cost of service contracts and ensuring target profitability through cost forecasting and business analysis (actual versus budget). Analysis of cost deviations, identifying potential budget breaking situations and designing containment measures to correct them. • Resource planning: Field technician dispatch, cross connect, site survey, hardware purchasing and tracking logistic for hardware shipment, access test and LAN migration scheduling • Project Delivery: Drive the delivery of customer request using Project Management methodology with project member spreading across region, managing project workforce of 30 – 70 Team members who involve directly and indirectly on the deliverable. Show less



T-Systems International

• Germany
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Production Planner

  • Apr 2012 - Mar 2021

  >Responsible for Project, Deployment, Procurement, Production Processes and its quality, Managing infrastructure and cloud product >Defines solution for private cloud infrastructure including new product release >End to end cloud server deployment and its processes >Migration Technical planning Lead >Rotational Manager on Duty responsible for all departmental issue, first point of contact for engineers across department on incident break-fix operation and situation de-escalation >Asset management and its life cycle >Experienced on fast-paced de-escalation to bring back the service back to live includes network, compute and storage environment >TPL for supporting Project team to bridge between technical and project deliverables, has involved in multiple Global Cloud infrastructure related project >Capacity Management >Server configuration management using netapp,emc,vcenter >Pre-sales activities and bidding including cost and RFP/RFQ preparation and submission >infra deployment lead for new customer Show less