Head of Information Technology

• Mar 2022 - Present

Job Role & Responsibilities: Lead the delivery of best-in-class cloud solutions through three talented teams that include cloud infrastructure, managed services, and technical helpdesk. Make strategic platform and technology recommendations to the leadership team including new technologies, cost-savings strategies, improved process, and unique value features. Lead an operationally mature organization with SLA’s, metrics, change management, lean management, and similar operational methodologies. Main Responsibilities • Leverage ITIL frameworks to maximize service consistency and quality. Lead the infrastructure and operations organization to be ITIL certified. • Serve as the SME with appropriate client facing sales opportunities; ability to successfully navigate and resolve client operations issues. • Manage the day to day service delivery and escalations through a holistic, end to end incident management process (ITSM). Resolution through data analytics and root cause analysis for continued improvement. • Developed reporting capabilities to be able to support Cloud and Hosted services for Solutions that are delivered to Customers • Manage and control Business Continuity Plan to test the availability and reliability by failing over the environment from Production to DR. Always ensures the DR is available during any unexpected downtime. • Interpret & communicate information security policies & controls to supporting business functions • Maintain IT Risk Management & Compliance group data repositories • Provide remediation recommendations to identified risks • Create written and verbal reports resulting from customer cybersecurity assessments • Service delivery, security of our systems and mitigate identified shortcomings • Participate in proposal creation and negotiation support for new or renewing contracts • Ability to interface with multiple levels of customer management from technical to executive levels Show less

Head of Information Technology Department

• Jan 2016 - May 2021

Account Management & Service Delivery Management (3 key customers – AEON Credit Services, AEON Co. & AEON Big. * Primary point of contact for client needs, requirements and expectations with regard to operations. * Provide account leadership to the service delivery team * Participate in service status meetings, provide information, analysis and solution related to the services delivered to the customer * Own and develop solution design for proposals and Statements of Work (SOW) that aligns to the client needs * Negotiate with clients to incorporate changes to client requirements in contracts and engagement scope * Direct teams to develop program, project, product, business strategies, implement resulting solutions to meet contract deliverable * Ensures client’s needs are satisfied by constructing partnerships between the Vinx and clients, and managing the implementation of these partnerships to ensure positive customer satisfaction. * Build client satisfaction through formulation, development, implementation, and delivery of application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work (SOW). * Manage P&L, contractual cost, schedule, and service or product deliverable as they relate to the delivery organization. * Manage Vinx resources and coordinate client resources to deliver services and solutions to support the client organization. * Support the Vinx in identifying growth opportunities and contract profitability * Own quality for service provided by the delivery organization and are responsible for tracking and reporting on service level performance * Project Management methodologies, emerging technologies and technical solutions pertaining to client needs. Show less

Problem Manager (SME)

• Mar 2015 - Jan 2016

Responsibilities : Responsible for 11 Australian clients Temporary assignment : AFFIN Bank (local client) - Completed • Ensuring the effectiveness and efficiency of Problem Management process. • In frequent communication with Service Delivery Managers, Deputy Project Executives and customer to deliver best root causes, solutions and preventive actions. • Participating in Problem Management meetings and reviews. (Post Review meetings) • Identify Problem Investigation, assignment issues and being an initial escalation point for day-to-day Problem Management issues. • Ensure all Problem records are recorded in ticketing tool as indicated in the requirements. • Analyzing Incidents (especially Critical Incidents) and closed Problems to identify any Problem that requires increased attention to meet agreed target levels. • Responsible for the delivery of complete Root Cause Analysis and resolutions within the SLA. • Providing and validating Problem resolution adhoc status reports as requested. • Handling day-to-day Problem issues and escalating to Resolver Groups when required to ensure targets are met. • Facilitate between Resolver groups, customers and vendors as required. • Engage with support groups to arrange for schedule resources / actions, co-ordinate the investigation and solution of Known Errors, so that proposals can be made with the options available. • Maintaining a database to record Known Error’s within the account and the associated workarounds. • Agreeing closure of Problem Investigations. • Prepare reports that provide metrics and trending analysis to make recommendations to the services in order to avoid future problems. • Responsible to continually identify ways to reduce defects, cost of delivery of services and improve quality. • Performing Major Incident Reviews (MIRs) Show less

Senior Operation Specialist

• Jul 2009 - Mar 2015

•Responsible for managing the ITSM processes in accordance to WHO IT model based on ITIL best practices. •Designed, created and enforced the Problem Management process. •Ensures that standardized methods and procedures are used for efficient and prompt handling of all problem in order to minimize the impact of problem. •Coordinating and managing the Problem Management process activities across the organization and support team to agreed global and local SLAs. •Performing RCA (root cause analysis) and Problem resolution within given target duration. •Acting as an escalation point to expedite problem resolution. •Coordinating problem resolution involving internal support teams, vendors and customers. •Closely monitoring open preventive actions and constantly following up with support teams. •Prepare a report for senior managers and IT Director which contains RCA, Solution applied and preventive measure taken. •Managing Known Error Database for Problem Management. •Perform trend analysis to proactively identify and avoid major incidents from happening. •Frequently conducting and coordinating meeting with task force team consist of support team managers. •Managing standard tools and processes of planned changes. •Managing the risk and impact of any unplanned outage resulting from change. •Monitoring and measuring performance against the implementation of changes and the resolution of unplanned outages. •Responsible to validate, edit and prepare IT annoucements after receiving from requestor. •Responsible to send out finalized IT announcements to end users and archiving of the sent announcements. •Preparing monthly incident management report. •Improved the current report to show most accurate statistics. •Working with siebel support team to improve quality of raw data. •Producing activities report for indentity & Access Management team to measure the quality. •Design and created end to end process of Virtual Private Network request with token. Show less

IT Support Engineer

• Jan 2008 - Jun 2009

System Admin

• May 2006 - Nov 2007

Datacenter Operator

• Apr 2005 - May 2006

CTS Analyst

• Apr 2003 - Apr 2005

Junior Basis Consultant

• Oct 2001 - Feb 2002