Experience

DBS Bank

• Singapore
• Banking
• 700 & Above Employee

• Senior Support Engineer

  • Feb 2017 - Aug 2018

  IT Governance Roles & Responsibilities:- Manage recurring activities to keep mission critical applications operating on high availability (reduce downtime)- Manage high severity incidents which has customer impact with focus on recovering the services in the shortest possible time. Provide advice on best course of action in terms of workaround, temporary fix or bypass (if possible)- Meet SLA for incident ticket handling/tracking- Support regular, expedited and emergency application change request process- Assist in Off-Release deployment and Tech LV for application fixes/changes- Responsible to provide monthly performance report- Supervise and guide L2/L3 Teams on daily production activity- Function as governance for L2 support- Follow up with Application L3 support on all incidents / problems / SNOC tickets to closure and provides progress update to management- Request for knowledge transfer and known defect list (if available) from application / project team for new system rollout- Participate or drive root cause analysis to prevent recurrence of problem incident- Manage business usage against IT resource allocated to ensure adequate capacity- Keep up-to-date knowledge on all technical and functional features related to the application supported- Certificate tracking and renewal of Production and DR certificates- Support annual IT DR drills- Manage health check activities to ensure high availability of applications (e.g. schedule regular restart for server and application services)- Manage/monitor batch job reporting to ensure all batch jobs are tracked and needs to follow up for fail cases.- Prepare monthly dashboard reporting and presentation to management teams- CR report monitoring for all BAU/Project release/fixes as part of governance.- Retail Internet Banking/Retail Mobile Banking India Applications- Relationship Manager Mobility Applications SG/TW/HK- iWealth Browser/Mobile Banking Applications



IO

• United States
• Information Technology & Services
• 700 & Above Employee

• Critical Infrastructure Team Lead

  • Oct 2015 - Feb 2017

  Operational Duties- Finding multiple vendors to ensure minimum operational costs and getting best quotations comparison (3 quote system). Reports to Operations Manager.- Pre - Sales & Post - Sales support to Sales Team in the technical aspects of the Modular DC environment.- Meet up with vendors, customers to discuss on matter pertaining to incidents or enhancement of procedure and projects (IT Cabling Infrastructure Setup & IT support to customers) Patch panels/SMF/Copper.- Support Operations Manager in M&E project work scope & maintenance (Chillers/Gensets).- Engage and oversee the development of customer proposals/requirement/design ensuring it is delivered within customer's expectation or timeframe.- Document governance (Structure Documentation)- Perform all routine Data Center operations, collect data at all sites, identify deterioration of components and assist Operations Manager with replacement/repair works.- Lead the 24x7 team of 10 in ensuring the DC Operations runs smoothly. Ensuring all IT aspects such as cross connects/escort & chaperone duties/Remote hands support are well executed accordingly to company global standards.- Ensuring all tickets in Service Now are well tracked and entered by the team members and to supervise them.- Engages in weekly CAB meetings for Change Requests raised on a conference call with global on any pending Changes that needs attention.- Keep track of all customer cross connect/ad hoc project/pre-lay/IT Infra project/drawings to ensure smooth delivery and RFQ process for vendors.- Verifies the monthly billing reports for customers with IO.OS to ensure no discrepancy.- Create/Implements workflows, for the Operations team to execute services according to SOP at all times..

• DCaaS Associate Engineer

  • Mar 2015 - Oct 2015

  Operational Duties- Track & update tickets on a daily basis using ticketing systems. Process trouble tickets and customer installations of IT equipments.- Perform 24x7 on a 12hr shift and providing L1 support to customers (Remote hands support/receiving of package deliveries/rack and stack of IT equipment such as Switches/Servers/etc). - Perform cabling cross connects requests by customers or internal according to Service Now either fiber or copper (CAT3/CAT5/CAT5e). Ensure all tickets are updated accordingly and closed as per SLA. - Ensure procurement processes and disposal procedures are eco-friendly, in line with the eco-design of the data centre.- Perform Mechanical work: troubleshooting or replacing components in the support space of the modules such as Coil Control Valve (CCV), Differential Pressure ball valves, Leak detectors and etc.- Perform functional testing & commissioning for new modules that arrives in the DC. - Monitor the IO.OS and ensure there are no alarms and troubleshoot the alarms escalate as per escalation matrix.- Engage in various meetings with Operations Manager discussing on IT infrastructure works/module related works such as Chilled water piping/electrical cabling work/etc. - Engage in various Team weekly meeting to track and update changes.- Ensuring the Data Center is well kept by checking and doing the floorwalk to monitor cleanliness, basic M&E components (Lightings/Air conditioning) are running smoothly.

• Operations Engineer

  • Mar 2013 - Mar 2015

  - Escalating Quotation/PO/Invoices, getting approval for customers & vendors as per company practice. - Maintaining of the Project File to keep a record of all Sales jobs for audit purposes (PO/Quotation/Invoice/Cost Sheet/Sales Agreement) and presents to the General Manager & Sales Manager.Operational Duties- Maintain vendor/clients/business partners relationships. Finding multiple vendors to ensure minimum operational costs and getting best quotations comparison (3 quote system).- Assist to prepare quotations utilizing supplier information, cost, standards and other technical information.- Reports to General Manager/Sales Manager of all projects involving customer.- Supporting Sales & Solutions Architect team in the technical aspects of the Modular DC environment.- Maintaining TMI Tools Inventory.- Managing Mechanical & Electrical projects on sites to deliver Modular DC operations (Chilled Water Piping, Electrical Works/etc)- Managing the logistics of the movement of Modules to sites to ensure smooth delivery (Rigging, Port Transportation).- Vendor Management (Project/Safety/Mech/Elec/etc) & Negotiations.- To learn and to understand the whole infrastructure of Modular Technology from IO Operations Manager as much as possible.- Attend project meetings to collect and disseminate information pertaining to projects to relevant parties.- Follow up and report On-site and Off-site project management and progress.Exposed in Modular DC installation (Testing & Commissioning/Functional Test).- Testing & Commissioning (Power Modules, Data Modules, DS Modules, UPS, Switchgears)- Functional Testing of components (Mechanical & Electrical).- Nature of IO.OS (Function Controls).- Bolting up of a DS Module.



Tata Communications

• India
• Telecommunications
• 700 & Above Employee

• Field Operations Engineer

  • Mar 2010 - Mar 2013