Sandra Leung

Experience

• 

  Thomson Reuters

  Oct 2005 - Sept 2008

  Infrastructure Engineer/Operations Controller

  End to end Service Delivery and Service Assurance adhering to ITIL Incident, Problem, Change and Configuration management. Accountable for Reuters Contribution systems in Sydney Data Centre. Project managed over 10 upgrades and system implementation including technical designs, plans, schedules, risk analysis, testing plans and financials with 100% of projects delivered on time and within budget.

• 

  Thomson Reuters

  Dec 2008 - Oct 2018

  Lead a global team of five to manage telecommunication Supplier Changes (maintenance), customer site Problem Management and Asset Management. Lead simplification and automation for decision-making, quick response, and improved operational efficiency. Established and standardised global Change and Asset Management process and system. Accountable for leading major initiatives across Sales & Trading Technology Operations group, working directly with the Senior Leadership Team to align and deliver sustainable improvements to the overall service offering. Seconded to provide expert support for the introduction and refinement of service management capabilities to new products. Also responsible for governing Incident Management process ensuring Sales & Trading Technology Operations meet service targets. Identified and improved key issues through proactive and reactive Incident and Problem Management analysis to mitigate potential and recurring service outages. Bridge organisations such as Content, Client Support to Share Knowledge and bridge gaps between these teams and Technology Operations Working as a virtual regional representative to the global service team to build consistent and deep understanding of the Service Management and ITIL processes, tools and best practices. Responsible for training and providing process and tool support to 800 users distributed across multiple sites within Asia.

  • Service Stability Manager

    Oct 2016 - Oct 2018

  • Service Transition Manager

    Nov 2010 - Oct 2016

  • Service Improvement Manager

    Oct 2009 - Oct 2010

  • Service Management Analyst

    Sept 2008 - Dec 2009

  • Asia Regional Deployment Manager

    Dec 2008 - Oct 2009
• 

  BNY

  Mar 2019 - now

  Availability Manager

  Data Centre Disaster Recovery, Service Level Management, Business Continuity, Change Management.