Raymond Gabriel

Experience

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  Scicom MSC Berhad

  Jun 2005 - Jan 2006

  Tech Support
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  Datacom

  Jan 2006 - Feb 2008

  Technical Lead
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  Hewlett Packard Enterprise

  Jan 2008 - Jan 2013

  Service Consultant L3
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  Shell

  Jan 2013 - Jul 2018

  Acting as business focal point for B2C (Business to Consumer) payment acceptance and settlement inclusive of process related mattersAs part of the Digital and Marketing Technology Integration Team, our team is responsible for the development of new consumer payment products and partnerships, including the cost reduction strategy for Merchant Service Fees which represent significant cost to Shell RetailLiaison between local retail business and IT/IM management regarding technology change affecting the local retail businessWork in close collaboration with many departments and partners to ensure consistent CVP deliveryWork with MI/BI Manager for the generation of local market reports outlining local market representation with the acquirers, schemes, business share for Shell Retail globally. Report(s) generated is used primarily for local markets to understand the spending pattern and take necessary action to generate sales promotions, upkeeping marketing alliances, etc Tunjukkan kurang Dual roles as Business Analyst and Operations Landscape Manager.Key accountability are:- Represent Services & Operations Management(SOM) team towards the IT/IM Managers for landscapes in scope sharing relevant information, and managing priorities/escalations.- Agree the Operating Plan with the Business Interface for both the landscapes and the Consumer IT, and manage any changes to the Operating Plan - Be end-to-end accountable for the Operate Landscape life-cycle, working with the Business Interface and Delivery Verticals to enable innovation.- Translate the need for new application services into written Service Agreements and Service Catalogs in a consistent way- Maintain appropriate relationships with key business stakeholders whilst still being able to constructively challenge;- Being able to deliver against SLA commitments by managing suppliers in accordance with the service tiers (3rd parties including ISP)- Work closely with other external Service Providers to ensure the service delivered meets customer needs- Ensure support guidelines, procedures and both staff & user training guides are produced and maintained for use and recommending the sign off for Transition to Support (agreement to deploy, agreement to operate).- Support the SOM to effectively represent the Operate organization to the Downstream CIO and other stakeholders.- Ensure business operations (manage technical tasks) for the applications delivered through vendors and other Shell teams per agreed SLA/costs. Business operations include:- Manage performance tuning and availability management (E2E incident management)- Manage performance and availability related incident resolution- E2E performance monitoring/reporting and analysis and input to capacity planning- manage DR plans and oversee DR testing - manage contracts and licenses- maintain application assets inventories Tunjukkan kurang

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  Shell

  Jan 2019 - now

  -End-to-end responsible for the operations of the landscapes and the delivery of the day-to-day application services according to the agreed Service Levels and/or Operate Level Agreements.-Day-to-day service integrator (end-to-end) to ensure applications landscapes remain compliant.-Drives Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers.-Ensure regulatory and compliance controls are embedded in landscape operations and assist with evidence collection.-Assists with supportability and transition activities of enhancements and project solutions.This includes analyzing and understanding business functional and non-functional requirements for supportability impact, as well as assessing implications of landscape changes and reviewing for enhancement and continuous improvement opportunities.-Build knowledge of relevant information risks and regulatory requirements. Tunjukkan kurang