Experience

Infosys (Malaysia) Sdn. Bhd.

• Malaysia
• IT Services and IT Consulting
• 200 - 300 Employee

• IT Operation (NOC)

  • Sep 2018 - Present

   Gather business and/or application requirements on infrastructure for the senior tier engineers to plan, design, install, test and implement systems in accordance with the specifications and service level Align to ITSM/ITIL methodologies in daily operations (Change, Incident, problem, release management and CMDB) Monitor and measure the performance and availability of systems proactively. Implement corrective actions identified to restore performance and service level availability Respond promptly to incident, perform first response triage of incidents escalated and perform escalation for sufficient technical engagement for the incident Participate in service continuity measures (backup/restore procedures and disaster recovery plan and ensure continuous operation the business) Show less

• Network Engineer

  • Sep 2018 - Present

  TAC IP- Manage global and local MPLS IP VPN and MS services and the team of TAC L1.5 engineers & responsible for meeting the delivery targets set by management- Monitoring daily IP/transmission network statistics, investigating root cause of outages, trouble-shooting & repair, planning technical aspects of transmission networks and follow-ups.- Accountable for ensuring that delivery is within and better than prescribed SLA levels and establishing process for continuous service improvement- Handling customer related issue and working on incidents to resolve the issue (Link down, Packet drop, Latency, Router/Switch) issue.- As a part of Service assurance (SA) monitoring daily IP network statistics, investigating root cause of outages, trouble-shooting & repair, planning technical aspects of transmission networks and follow- ups- Assist manager to prioritize customer circuits and coordinate the circuit’s restoration with all resolver group including internal team (Tier2 engineer), local service provider and vendor.- Responsible for Incident management cycle including ticket assignment, resolution, troubleshooting, necessary escalations, documentations, chronological report & RFOs- Holding ownership of the incident management, coordinate and troubleshoot with external & internal entities for efficient resolution that to meeting target SLA’s & service availability- Review areas and operational processes for continuous efficiency improvement within the TAC and Coordinating with the different providers across the globe to resolve the line Show less



Standard Chartered Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Info Security Analyst

  • May 2013 - Sep 2018

  - Info Security Analyst, IAM-PHPM in Group Information Security. -Manage user security roles/access provision for high privilege ID (platform) via Dell Virtual Appliance, TPAM (previously known as PIM) - Manage Server & ID inventory in TPAM (creating, modifying, deleting) - Manage user access to request high privilege IDs from the system - Engage directly with Major Incident Management Team to resolve medium, high or critical incidents. - Manage incoming requests (INC & CRQ) via ticketing system (BMC Remedy Tools 8.1), emails & phone calls. - Monitor escalated issues until resolution, closure or to be assigned to appropriate group. - Experience working in DR & BCP environments. - Supports platform ID creation / deletion / password reset globally. - Provides support to users from across the globe for various critical applications and platforms, troubleshooting authorization issues, responding to support requests & researching user issues relative to security. - Technical execution of security management and user administration and procedures. - Project for Team improvement: 1. Documented all the FAQ’s regarding TPAM. 2. Documented all the Error’s regarding TPAM. 3. Set up a website (Bridge) for user to known about TPAM. Show less