Ming Chun Chan

Experience

• 

  Anfield (HP Enterprise Services)

  Oct 2009 - Oct 2011

  Business Delivery Specialist

  Field: HP Leaning&Development- Assist manager to arrange training courses and submit to system.- Deal with global business service department to arrange the venue, delivery cost, time and instructor.- Updated participants list.- coached and guided junior

• 

  Hewlett-Packard

  Sept 2011 - Apr 2013

  ITO Best Shores Service Delivery Consultant

  Field: VoIP technology- Assist global clients configure Cisco hard phone, soft phone, voicemail, Extension Mobility, SNR.Software: Cisco call manager , unity express and active directory.

• 

  Atos

  Apr 2013 - Feb 2015

  Incident Coordinator

  1. Participate critical situation call to make sure the issue resolved within SLA.2. Engaged the right team immediately to bridge call when critical issue happen.3. Prepare incident reports after the bridge call ended.4. Chase technical support teams to resolved the tickets within SLA.5. Handover the incident reports to Problem management team to find out the root cause.6. Monitoring the BAU jobs everyday.7. Escalate the support teams when their tickets breach SLA.8. Attend daily meeting. Show less

• 

  IBM

  Feb 2015 - Aug 2022

  Service Lead for TataSteel Europe (IBM CIC, Malaysia)- Lead and chair meeting for month security patch update (windows, O365, Flash, Adobe reader) with the related stakeholder. - Create change for security patch update and other business application upgrade- Monitor incident queue when the incident SME not available- Plan and coordinate other standard operation application upgrade together with PM, packager and software distribution team to make sure the upgrade go smoothly.- Work closely with software deployment team or packaging team when incident happen, try to reduce the ticket raise to P2 or P1.- Create incident ticket, joined P1 or P2 call to assist IM to understand more the impacted area - Join Problem management call together technical support and problem manager to identify to root cause. Show less Change Coordinator for IBM internal Voice account- Change focal for Distributed Central Middleware account- Raise & review change - Help Change owner to chase change's approvals- Chair CAB meeting with SDM and stakeholders - Conduct Failed Change Analysis with implementer when the change is failed - Ensure change compliance during change freeze - Ensure change ticket are closed within agreed SLA - Quality checking on each change ticket - Work together with Project Manager , Technical team to implement new change Show less

  • Services Lead/Software Release Manager

    Aug 2019 - Aug 2022

  • Service Cordinator

    Feb 2015 - Aug 2022
• 

  Tech Mahindra

  Jun 2022 - Feb 2024

  Major Incident Manager

  - Lead and open bridge call for P1P2 incidents with the related stakeholder and SDM.- Engage the support team, push and make sure the P1P2 incident resolved within the SLA.- Send Outage Notification to related business and send incident report and RCA hypothesis to sdm stakeholders and problem manager after incident resolved.- Work closely with related support team when incident happen, try to solve the incidents asap.- Check business impact and ensure the validity of P1P2 incidents- Provide Mandarin and Cantonese support for HK and Taiwan region.- Create retro change , problem record and tag it to the related P1P2 incidents.- Provide 24/7 support Show less

• 

  Accenture

  Feb 2024 - now

  Support Escalation Manager

  - handle all Sev B and Sev A case that escalate by customer or account manager.- 24x7 support for all escalation case.- join bridge call with customer, engineer and account manager.- escalate next level if require. - push case progress to resolve within agreed sla. - provide timely update to customer or account manager..- chase engineer or product group to provide rca asap.- send incident report to account manager and customer after the issue resolved.