Experience

• 

  Aker solutions

  Nov 2008 - Dec 2010

  Infrastructure change analyst

  Achievements:* Lead Coordinator for Core Infrastructure Project which involves all the infrastructure servers * Lead Coordinator for the Infrastructure change tickets in the setup of IT in Shanghai China * Lead trainer for Infrastructure Change Management process in APAC* Change Lead for APAC after the merging of the application and infrastructure change analystJob Description* Coordinate global ICT infrastructure change in a controlled and standardized procedure across the globe* Evaluate and assess the ICT change to minimize the impacts to the business and users* Ensure appropriate parts of the organizations are well informed of the changes in progress* Ensures that all changes to IT production environment are properly planned, managed and reviewed prior to their implementation and release* Work with Capacity Management team to check on the management of computing resources, which requires an understanding of business priorities so that required service levels can be met* Ensure all the necessary infrastructure changes goes through discussion with Capacity Management team to ensure the forecasted requirements, including the hardware as well as support costs for new applications or releases are practical* Provide advice and guidance wherever needed to ensure any changes to the systems have been recorded with complete details of the change and impact* Ensure all the involved CIs are recorded and updated accordingly in the CMDB to have a well-documented and integrated IT Management System* Responsible in collecting details needed and proceed to do the initial assessment on the change before proceeding to get the approval for release* Assist Change Manager on pre and post Change Advisory Board meeting activities* Coordinate change approval from Change Advisory Board (CAB) or Change Release Board (CRB)* Communicate with all levels to get the resources to implement the change that has been raised Show less

• 

  Getronics

  Aug 2011 - Jun 2012

  Helpdesk analyst

  Achievements:* Been selected as the one of the top performers in the team to receive incentive on the first month of work Continuously received top 3 performers during the period* Selected as the trainer for Windows 7 for my team members even though being the junior in the team* Created and shared work instruction to the team on doing troubleshootingJob Description* Respond to user's issues in a timely and efficient manner according to Service Level Agreements* Provide first & second line technical support to all users and guide them on their queries in an effective manner* Answers calls within SLA and in polite manner* Provides accurate and creative solutions to complex client problems meeting all pre-defined quality measurements* Provide assistance and guidance wherever needed* Co-ordinates between clients and vendors to ensure timely resolution of problems* Liaises internally and externally to enable client queries to be answered and problems solved* Provides a high degree of client satisfaction in all work undertaken* Escalate incidents to management teams accordingly* Follow up pending cases and escalate in timely manner on any issue to the supporting groups* Work as a team to achieve target Show less

• 

  Worleyparsons

  Jun 2012 - Nov 2012

  Global change analyst

  Achievements:* Created process document for Change Management* Introduced change management process to the APAC region* Chaired CAB meeting for APAC region* Provide trainings to users on the change management process and how it is done in the Service-Now systemJob Description* Facilitate the submission, workflow and release of successful Requests for Change (RFC) to IT environment* Oversee the deployment schedule and ensuring that the risks and issues of the deployment are managed appropriately by the Change Owner* Develop and maintain all policy, procedure and work instruction documentation for Change Management* Approve changes globally after satisfied with the documented change case* Chair CAB meetings and go through the changes for approval* Co-ordinate with the Global Configuration Analyst to ensure that the CMDB is current* Work with the technical teams, Service Owners and Global Configuration Analyst to document, store, and maintain Service Maps for all business and technical services* Monitor the change queues and make sure all the changes are put to “Completed” status as soon as the implementation date over* Provide advice and guidance wherever needed to ensure any changes to the systems have been recorded with complete details of the change and impact* Ensure all the involved CIs are recorded and updated accordingly in the CMDB to have a well-documented and integrated IT Management System* Provide trainings to users on the change management process and how it is done in the Service-Now system* Participate as a test user on the suggested improvement on the Service-Now application for the change management workflow Show less

• 

  Aig technologies

  Nov 2012 - Jul 2019

  Achievements:* Been the pillar for continuous improvement in the organization: Reduced 50% incident ticket related to a disk space for Solaris server Reduced 700+ ‘false alarm’ incident tickets in Citrix space in APAC which the solution was rolled out globally Leading the project on reducing Non-Compliant changes Leading the project in reducing cancelled changes Provided analysis and recommendation on improving Standard changes  Introduced and improved the Post Implementation Review (PIR) process Involved in reducing the number of P1 incidents triggered by change Lead quality check for change tickets and provided improvement plans on increasing the quality of the change ticket raised Rolled out Change Management training globally* Lead for SONIC project for APAC region which involves integrating Application and Infrastructure changes under 1 roof* Involved in reducing the number of P1 incidents triggered by change* Lead for handling global communication notification on change related activities * Rolled out below Change process/ tool improvement globally:  Reduced ‘silo’ activity-based changes by revamping & introducing CTask functionality Integration between incident and change module  Efficient cab meeting initiative  Created SOP documents for the team for easy reference Focal point for providing Change Management training in region Job Responsibility:* Apply lean methods and tools to drive continuous improvement* Assist ITSM organization to enhance the value of services provided to customers* Lead problem-solving activities to define issues, assess current state root causes, design and test solutions, and implement solutions leading to desired outcomes* Provides strong support in cultivating an environment that encourages problem solving, critical thinking, and innovation* Identifies issues and provides recommendations to address roadblocks and areas of opportunity. Documents and shares best practices and lessons learned Show less

  • CSI Specialist

    Apr 2018 - Jul 2019

  • Change Manager

    Nov 2012 - Jul 2019
• 

  Standard chartered gbs

  Jul 2019 - Jun 2023

  Senior manager, change governance

  Data Governance* Understand the current data landscape and manage data governance related activities* Operationalize, monitor, and evolve Data Quality processes, metrics and KPIs* Continually monitor and identify opportunities to improve data quality and operational excellence* Define the data and identify assets within their own data domains* Create processes and procedures along with access controls to monitor adherence. * Maintain quality of the data using scorecards and internally reporting metrics\Responsible for data quality and data accuracy across all group delivery initiatives* Accountable for the assessment, delivery, quality, accuracy and tracking of any production data fixes* Ensure compliance to data security guidelinesITSM Governance* Deliver effective and efficient corporate governance for the ITSM Processes* Monitor monthly governance report to identify gaps and engagement for improvement* Engage stakeholders to educate and improve any breaches in the metrics* Identify any issues that may have a significant impact on the company and address the required controls that need to be in place to mitigate the risk* Work with Risk Managers to identify and report any potential risk* Mitigate the reported risk via manual intervention while working on a permanent solution* Work with Risk Managers to address any audit queries or requirements* Establish, build, and maintain highly effective relationships with internal and external stakeholders, including at the executive level across the Department* Perform yearly benchmarks and review on the current ITSM processes to ensure the effectiveness of current control that is in place* Ensure all the internal relevant documents are documented and perform bi-yearly review to ensure the documents are updated to follow the current practices * Perform annual Unauthorized Change review and Change Approver review to ensure it is aligned to the Standard & Process document Show less

• 

  Aia digital+

  Jun 2023 - now

  Senior manager, change management

  Responsibility:* Lead the development of a roadmap for AIA Change Management transformation and strategy for 3-5 years, aligning closely with Technology, Digital and Analytics and corporate strategic goals and be accountable for delivering against the agreed plan* Full accountability for the strategic management of AIA's Change ManagementLead, coach, mentor and develop a diverse and highly efficient team to deliver world-class outcomes for AIA in each area of Technology. * Provide guidance and learning to peers across IT across Asia-Pacific.* Work closely with Group CISO to ensure security and regulatory compliance for all deployed services and solutions to ensure AIA is fully protected and technology is properly controlled. Show less