Experience

T-Systems Singapore

• Singapore
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Chain Operations Manager (SC OPM)

  • Sep 2020 - Present



T-Systems

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Head of Dynamic Workspace (DWP) & Application Management Services (AMS)

  • Sep 2016 - Sep 2020

  The Head of DWP & AMS assumes overall operation responsibilities for the Operation Production Factory delivering Application Packaging, Automation, Application Virtualization, Application Quality Testing, Virtual Desktop Infrastructure, Patch Management Service and OS Software Deployment services.Key accountability include:-1. Service Quality• Oversee delivery of operations services according to Operation & Service Level Agreement in accordance to corporate standard delivery framework• Implement and maintain effective operation model for operation service delivery• Ensure that operation teams are effectively adopting global standard and ITIL processes for the successful delivery of service• Work closely with internal and external key stakeholders to ensure Customer Satisfaction.2. Financial and Efficiency• Plan and execute according to financial budget.• Generate business growth (internally and externally) opportunities.• Identify and implement measures to improve efficiency to ensure profitable growth and cost efficiency• Create Delivery Agreement and Operation Level Agreement with Service Delivery Manager & Account Manager.• Prepare of annual financial proposal and forecast.3. People Management and Development• Plan and optimize resource level to balance quality and cost, ensure effective and timely recruitment and placement of staff. Managing 5 Service Portfolios and Leading 48 team members.• Implement performance management system and appropriate remuneration structure in alignment with corporate strategy and market benchmarks.• Implement and maintain effective skill matrix according to operation requirements.4. Technology Strategy and Innovation• Plan and Develop technology roadmap for DWP and AMS Factory delivery.• Steer efficiency projects and ensure productivity improvement• Ensure effective supplier and partnership management according to the T-Systems guidelines.

• Service Chain Operations Manager (SC OPM)

  • Aug 2013 - Aug 2016

  Responsible for the service provision throughout the entire Service Chain regarding the order assigned to them. The SC OPM role will be filled by the respective Service Line.• Service Chain Technical Portfolio consists of Hosting Platform, Network, Wintel & LUX Operating Systems, Oracle & SQL Database, SAP, Monitoring and Applications.• Plans, controls and takes responsibility for the provision of the scope of services in time & quality• Responsible for the subject-specific/functional content of the technical/operational concept.• Plans and develops efficiency improvement measures in coordination with the Service Delivery Manager (SDM) and takes responsibility for their implementation within Delivery.• Transfers Service Chains from the transformation phase into the operating phase and controls/manages the Service Lines involved via the supporting Operations Management (OPM).• Takes overall responsibility for the end-to-end quality of the Service Chains operation service• Provides cost and service transparency regarding the individual services of Service Chains.• Forms a Single-Point-of-Contact for production-related issues in the Service Lines and for SDM.• Ensures the agreed upon reporting is provided, for example according to Operation Level & Delivery Agreement.• Coordinate and Communicate with Customers, Vendors, Service Manager and Operation Teams in the collaboration in achieve defined target.• Attending Customer on-site service review meeting. Present service improvement proposal, review of quarterly operation status, and provide solution proposal on technical issue and performance issue.• Driving safeguarding change activities to safeguard Customer business during maintenance windows. Coordinate between Customer, Operation teams and Vendors to ensure change executed in sequential manner. • Initiate and coordinate fall-back or disaster recovery execution activity to ensure the fastest recovery time to minimize Customer Business commercial impact.

• Solution Development Engineer (Wintel)

  • Feb 2010 - Jul 2013

  • Develop Detailed, Managed Wintel Solutions in line with Architecture design and Operational Support requirements and support of Service Level Agreements• Drive Wintel Engineering Development projects on budget, on quality and on time• Support Wintel Operations in meeting SLA and KPI levels• Perform third level incident support on Wintel Solutions, engaging with vendors and Operations where needed• Assist in problem resolution and third level support for operation and project.• Train/coach staff in operations to increase their Wintel Operations knowledge and skills• Involved technical areas, WSUS, ITMv6, TAD4D, TrendMicro OfficeScan, and Windows OS.• Developing scripts and tools to automate enhance and shorten the processes, installation, remediation and deployment.• Governance the standardization of team documentation and records management.

• Solution Architect – BAT AsPac GDC Migration Project

  • Oct 2012 - Jun 2013

  • Hosting workshops (Due Diligent, Design, and Planning) with Customers, Vendors and team to prepare the solution proposal.• Responsible in development High & Low Level Design, Project technical plan, Work Instruction document for the project.• Close collaboration between T-Systems and BAT Solution Architects in discovering and gather of BAT AsPAC CMO infrastructure details. Propose, discuss and finalize the FMO infrastructure solution, together with the migration approach.• Support of the landscape design, documenting the BAT AsPAC CMO and definition of the FMO. Creating of High Level Design documents for the 28 landscapes.• Direct support for the migration & build team for question related to the design solution and migration.• Support for possible ad-hoc design adjustments prior or during the migration.• Possible point of contact to check CMO if access in granted to verify the design information.• Involve in Resource & Schedule Planning with Project Manager & Team Leaders for the execution of Project implementation.• Hypercare Support to the Customer & Production Operation throughout the project.

• Migration Engineer – BAT Sydney GDC Migration Project

  • Nov 2011 - Apr 2012

  • Participate in BAT Global Data Center (GDC) Migration project in Sydney Australia.• Develop of management servers’ solution to BAT Sydney FMO Infrastructure. (Trend Micro Antivirus, WinAudit Compliance, WSUS Patching, Tivoli Monitoring)• Build and setup of the management servers.• Customize Windows OS that build-in with standard T-Systems support application.• Create automated customize Server Build Post-Installation scripts. For Operation team to build the servers faster, no bug and standardization.• Involve in ad-hoc server build, operation support customer service during the project stage.• Prepared work instruction documents that guides Operation team to build the windows server.• Provided training and knowledge transfer to Operation Team.• Provide Engineering and 3rd level support to the Operation Team.



CSC

• Computer Networking Products
• 1 - 100 Employee

• Pre-Sales Senior System Engineer (Wintel)

  • Mar 2008 - Jan 2010

  • Focusing on Wintel platform, Server and Storage solution.• Communicate with partners and customers on technical requirements and solutions. • Perform system-engineering activities in pre-sales phase. • Develop and prepare proposal for customers and tenders. • Produce and present technical solution/proposal towards partners and customers • Perform sales calls events to promote solution on technical aspect, including perform Proof of Concept, Demo, Benchmarking and etc.• Work with Business Development/sales team to provide solution/product, business and technical knowledge • Understand the customers overall business and technical requirements and produce conceptual architecture and solutions• Produce proposals (technical and business), tender documents and presentation materials• Along with Business Development/Sales team responsible for ensuring sales target and revenue are achieved



Motorola

• 1 - 100 Employee

• System Network Engineer

  • Jul 2005 - Feb 2008

  - Developed and maintaining the Network Imaging Server.- Writing scripts to automate Windows configuration, installation, etc.- Monitoring and Maintaining both Windows and SUN Solaris Operational Server. - Managing the Core Services Server such as WEB, DHCP, DNS, IIS, Terminal Server License, Domain Active Directory, Veritas NetBackup, SUN Ray Server, PDF Printer and Network Printer, Storage Server.- Managing Application Server such as Microsoft SMS Server, WinRunner License Server, CITRIX and Rational ClearQuest.- Responsible to cover network support request. Managing the Core Switch VLAN access, Wireless and Wired Network connection.- Backup Administrator, responsible to perform planning, scheduling and execute incremental and full backup for all operational and important server, and offsite backup implementation. Required to respond a recovery request.- Security Administrator, perform monthly vulnerability scan on server and client. Performing remediation and Windows and Application Critical/Security patches deployment. Leading the Security and Standard Awareness. Managing site access privilege.- Training crew members on the site for Customer Service, Technical assistant and IT knowledge.- Level 2 HelpDesk. Act as the final level to support hardware, software and it facilities issue or support request.- Cooperating and assisting the project team to plan, implement and provide solution on their project, such as the infrastructure, network architecture and application.



E-Networking Sdn Bhd

• System Support Executive

  • Jan 2003 - Jul 2005

  - Develop and maintain company network, server and client terminals.- Develop company home page and membership’s web application.- Hosting web and mail server.- Create client, server terminal image and securities in Windows 98, Windows 2000.- Training crew members on the site for Customer Service, Technical assistant and IT knowledge.- Setup DHCP, IIS, DNS, SMTP server.- Seek and installing latest software patches.



Asia Pacific University of Technology and Innovation (APU / APIIT)

• Malaysia
• Higher Education
• 700 & Above Employee

• Tutor Trainer (UBS Accounting, UNIX, MS Office)

  • Jan 2001 - Nov 2002

• Technical Assistant

  • Jun 2000 - Nov 2002