Nor Rahim Abdul Rahman

Experience

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  Thomson Reuters

  Jan 2009 - Feb 2010

  Systems Operations Engineer

  Responsible for providing support for, Dealing 3000 infrastructure, consisting of critical systems and networks (Windows Server 2003) located in enterprise data centres globally. Financial product generating one of the largest revenues for the organization.Providing 2nd level of support for client facing engineers globally.Conducting troubleshooting support for the systems and network and escalation to the relevant teams if unresolved.Issuing of Internal Customer Notification for serious service disruption problems and upward management escalation.Responsible in carrying out Incident Management and the relevant escalation procedures in an ITIL implemented IT infrastructure.Point of contact for coordination of BCP and DR exercises conducted by business clients. Show less

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  NCS Group

  Mar 2010 - Nov 2019

  Command Centre Manager for GovTech’s Whole-of-Government (WOG) Command Centre, managing Infrastructure Services based on a centralized environment. Set up the Command Centre Infrastructure & manage a team responsible for: Monitoring & event management of infrastructure events & alerts in the service operation phase. Investigation & resolution of high priority incidents. Communication of high priority incidents & the facilitation of conference bridges, to relevant stakeholders, such as internal teams, 3rd party government appointed suppliers & government representatives. Compliance to defined SLAs. Ensure proper resource mgmt.Plan & participate in annual service continuity exercise. Implemented ITIL Service Management Plan for the project & accountable for the ongoing governance of the processes: Implemented best practices & methods to ensure governance & compliance. Functional role of Incident Manager & Supplier Manager. Responsible for audit compliance, for both internal & external audits. Responsible for monthly service performance reports. Head of the Security Vulnerabilities Management team, accountable for: Identifying & assessing security threats & vulnerabilities relevant to the environment. Ensuring the patch management process is adhered to & patches are deployed according to Change Management. Continual Service Improvements Spearheaded & successfully implemented NCS’s first offshore project, in collaboration with Singtel’s Business Process Transformation initiative. Project management from inception to operational phase. Manage offshore suppliers, ensuring compliance to defined SLA. Member of the Project Management Governance Working Committee, responsible for the framework assessing the competency level of PMs across NCS & Singtel. Member of Transformation Task Force Committee, responsible for analyzing & improving processes across projects, by removing inefficiencies & driving for robotic process automation (RPA). Show less Managed a team of of system engineers in managing the system infrastructure in the award winning Schools Standard ICT Operating Environment Programme (SSOE)Responsible for managing the daily operations and maintenance support of the core central system infrastructure, comprising of Windows and Solaris servers, which provided mission critical services to approximately 350+ schools, 500000+ end users and 150000+ machines.Implemented suite of ITIL processes into the environment, ensuring mission critical services are delivered effectively and efficiently.Responsible for audit compliance to ITIL’s Best Practices and ISO 20000 IT Service Management System standard. Show less

  • Operations Manager - Service Delivery Management

    Jan 2014 - Nov 2019

  • Systems Lead

    Mar 2010 - Feb 2014
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  SITA

  Dec 2019 - Aug 2020

  Operations Manager

  Manage Service Operations for Singapore's border management solution to internal and external customers in accordance with the terms of the customer contract and SLAs.Ensure the Service Operations team adheres to the highest working standards for every aspect of operations by providing guidance, support and direct management.Ensure ITIL processes are complied with.Vulnerability Management of the solution including OS and application security patches.Responsible for the budget for Service Operations.Support and lead the team during high severity incidents to ensure they are resolved with minimal impact to the relevant stakeholders.Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groupsReport on the monthly performance of the team and provide feedback to the relevant management teams.Conduct Service Improvement to improve solution and and customer experience. Show less

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  NCS Group

  Oct 2020 - now

  Lead Consultant - Process & Quality Excellence

  Independent Audit- Conduct process and operational audits, providing independent assessments on compliance to contractual requirements, ISO9001, ISO20000, IM8 requirements, defined processes and process effectiveness- Provide independent assessment of risk exposures, governance lapses, operational issues, and recommend improvements- Performing trend analysis on the findings across the organization and working with stakeholders to ensure that improvement actions are taken to close lapses and operational gaps- Provide objective reports to NCS and Client Mgmt- Responsible for the yearly planning of compliance and certification towards ISO9001:2015 and ISO20000 -1:2018Manage QA Processes and Methodologies- Work with and influence customers and internal cross-functional teams to define robust, efficient and effective IT Service Management processes- Define, review and update quality management policies, processes and best practice methodologies- Analyze process data and implement process improvements, to remove process inefficiencies and improve customer experience- Drive standardization, process simplification and process automation to improve efficiency and consistency of process practices across NCS, including defining requirements and reviewing design of project delivery systems/tools- Educate and enable staff across various projects on project related processes, methodologies and usage of project QA tools- Manage training on processes/methodologies to enable delivery staff in using the processes / methodologies, including designing courseware, conducting training and building elearning packages for better reach out- Provide presales support on ITSM, QA standards, processes and methodologiesManage organization wide QA programs- Engage and manage stakeholders from different business units and mobilize resources across the organization to deliver the program objectives- Drive, monitor and control program execution, and report status to management Show less