Malvin Gill

Experience

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  Maxis

  Nov 2007 - Aug 2009

  Customer Service Representative

  Job Description:Resolved all customers enquiries and disputeTo guide costumers on latest products and services offered by maxisUpdating customers details into the systemAssist customer on 1st Level Troubleshooting on network and phone device issues like iphone and Blackberry.Involved in backend clearance such simcard activation and changes of bill plan.

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  CSC

  Sept 2009 - May 2014

  Technical Support Analyst / Incident Management

  Provide L1 and L2 support for end users Provide support for the windows Server environment, such as AD domainProvide support for the key functions specifically manage user data.Provide support to users via Remote Desktop using (BOMGAR)Hands on with Windows XP / VISTA and troubleshoot outlook related issues faced by usersExperienced in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLAsManage and escalate to third party vendors for specified incidents. Maintain close contact and communication channels with the Incident Management SME to ensure high quality service requirements are met.Control critical request end-to-end through their lifecycle utilizing the Escalation and Notification (E&N).Directly involved in Incident Management process consultation for CSC Specific AccountsCo-ordinate between support provider groups for incidents requiring multi-vendor engagement, Vendors include, HP, Satyam, Verizon And IBMHands on with IBM Lotus Notes, BMC Remedy 7.1Maintain good working relationships with onsite personnel's, support groups and other relevant team Maintain good relationship with peers, team leads and manager. Flexibility – ability to multi-task, adapt to change and manage a fast-paced high stress environmentHands-on – willingness and ability to work the details; demonstrated ability with implementing and managing issues and initiativesDealing with ambiguity – ability to make progress in situations where required details aren’t always available Show less

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  IBM

  Oct 2014 - Feb 2020

  Critical Incident Manager

  Validate Major Incidents.Coordinate/Authorize recovery actions and plans for Major Incidents.Execute notifications and escalations as defined in the Standard Major Incident Management Process including Executive Alert notification.Ensure that accurate timelines of recovery plans and activities on Major Incidents are documented.Manage Major Incidents to resolution when engagedEnsure the appropriate level of technical or business skill is actively engaged.Has Ownership of post Major Incident Root Cause Analysis (RCA) for all Severity One and “Ad Hoc” Major Incidents. Drives process from initial Draft to Final Completion. This includes facilitating meetings with resolver groups and review meetings with stakeholders. Assess Major Incident impact in a timely manner.Be accountable for event recovery.Give authorization of any Major Incident recovery actions.Provide direction on a Major Incident technical bridge call.Establish a communication checkpoint schedule with the Service Management team on Major Incidents.Authorize recovery actions on Major Incidents resulting from failed change activity. Ensure execution of the process principles and provide feedback/guidance to Service Line Management resources involved in the process.Review KPI Reports on weekly and monthly basis to assess and derive improvement planReview all Incident tickets to ensure quality of the tickets are met as outlinedUnderstand client requirements, business opportunity identification, guidance, support and closureOwn service quality for service provided by the delivery organizationEnsure continuous communication & coordination with clientDrives productivity in coordination with service linesEnsure positive client satisfaction and client relationship is maintained for service delivery Show less

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  Bp

  Feb 2020 - Dec 2020

  Major Incident Management

  Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents supporting Run the Bridge call for all Major incidents with all required teams and stake holderFormed, led, and drove ad-hoc Technical Recovery Teams to minimize business disruptions.Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.Worked directly with Incident Lifecycle Coordinators to provide initial incident responseMonitoring Critical tickets and act proactively to avoid Potential OutageFollow-up on all critical incident with respective teams and resolve the issue within the given SLATo ensure effective handling of the High priority incidents and proper routing of these incidents. Show less

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  AFFIN Group

  Apr 2022 - now

  Affin Bank Technology Service Management - Incident Management

  ●Recover standard service operation as quickly as possible to minimize disruption to the business. ●Responsible for handling high priority incidents to ensure that the impact of incidents on the availability of services are minimized.●Assure that the incident is resolved within committed Service Levels.●Reduce the number of incidents to an acceptable risk at an acceptable cost by passing incidents to the Problem Management process where required to perform a root cause analysis and help prevent reoccurrence of the incidents. ●Primary Point of Contact for Escalations and Major Incidents.●Perform initial impact analysis on potential high priority (Priority 1 & Priority 2) incidents.●Responsible for effective planning and coordinating all the activities required to perform, monitor, and report on Incident Management.●Produce and submit incident reports (PIR) for high priority incidents.●To run daily health checks via Microsoft Teams Meeting, produce and submit a status report.●Responsible to mobilize resources for quick resolution of high priority incidents.●Responsible for keeping the Process Owner / Head, IT Service Management and Governance updated on escalations and major incidents.●Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced as agreed with ITSM stakeholders and business.●To attend and assist with Problem Management Meetings to determine the root cause (RCA), occasionally required after an Incident Resolution.●To provide hourly monitoring, to engaged relevant Support and compile “Standard Health Checks” to be updated in the “Client/Management Group Communication” on hourly basis till End of Day (EOD) Example: Post Incident Resolution, Special Sales Day (Shopee), or any Peak Period classified for Critical Systems managed 24/7/365 for example users facing slowness or alerts triggered by Agent Monitoring Tool. Show less