Muhammad Nasrul Syafiq Azidin

Experience

• 

  Qasra Dinamik

  Jun 2011 - Jan 2011

  IT Technician

  I became an IT technician during the semester break in my studies

• 

  Adamant System Sdn. Bhd.

  Jul 2013 - Jan 2013

  Computer Technician

  I am undergoing industrial training here and have the opportunity to join this company a month as an IT technician on a contract basis.

• 

  Springworks Sdn. Bhd.

  Sept 2014 - Apr 2015

  Operations Assistant

  1st line Operation Assistance• Alarm monitoring• Performance monitoring• System monitoring• Connection monitoring2nd line Customer problem handling• Support customer complaint via phone and email• Escalation

• 

  APIS Consulting

  Apr 2015 - Jan 2019

  L1 - Alarm, performance and system monitoring for Production and DR servers• monitor alarm• monitor server status (CPU and memory utilization and usage)• monitor java link connection• monitor link manager status• monitor batch job• NE's connections• ping, trace route and pooltrace• Response time monitoring• sms and email report analysisL2 - Service fulfilment & problem management• identify, analyse and raised the issues for relevant cases (root cause activities)• gather and provide the information(RCA) and resolve if able to, or do escalation if needed• handling customer complaints (by phone/email/ticketing)• error handling activities• order recovery activities• provisioning activities• processing item queues re-queue operation• execute batch job• write and prepare "SOP" documents for teams and client• provide hourly/daily reports Tunjukkan kurang

  • Team Lead

    Jan 2018 - Jan 2019

  • Operations & Support Engineer

    Apr 2015 - Sept 2018
• 

  Capgemini

  Apr 2019 - Feb 2020

  Associate Consultant

  CCMS Project L2/L3 Production Support in banking field. Monitor batch job in production server Support in project cut over activities Support test activities with another support team Handling system issues and customer complaint Involve in regression and functional testing Escalate/works with vendor for problem solving and testing Plan, analyze and prepare documentation for change/deployment Raise change ticket and involve in meeting with Change team Perform deployment in production and retrofit to DR server (BAU fixes and post cut over deployment) Provide daily and monthly report Tunjukkan kurang

• 

  Verinon

  Feb 2020 - Jan 2021

  L2 Apps Support Engineer

  TCJ ProjectL2 Support Manager in banking field.• Plan, design and create support process flow with Business Analyst and Product Owner• Design and create dashboard for daily monitoring• Create form submission with JIRA for internal request• Create knowledge base with Confluence • Involve in day-to-day meeting on deployment task and progress• Perform Apache hardening depends on CIS benchmark provided by IT Security• Manage ProdOps team consist of three• Handling incident ticket daily (as per BAU)• Works closed with Technical Lead, Product Owner, Release Manager and Scrum Master on reported incidents and also on deployment plan activities• Escalate/works with vendor for problem solving• Plan, analyse and prepare documentation for change/deployment • Perform deployment in production• Support deployment activities which involve the journeys• Manage app users with Keycloak (AD)• Join in handover activity• Support in health check activity Tunjukkan kurang

• 

  CIMB

  Sept 2021 - now

  L2 Support Manager

  TCJ Project• Provide continuous day-to-day support and deployment developed by projects team• Plan and deliver on improvements and future enhancement in production based on business needs• Involve in migration projects for Production and DR environment• Improve incident support process to reduce resolution time• Implemented and improved the monitoring and alerting system for proactively action been taken before issue arise• Always create new documentation whenever encountered with new incident• Continue maintaining the documentation is up to dateAwards and Recognition• Most EPICC Employee Award in 2023 Tunjukkan kurang