Experience

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  American express

  Apr 2006 - Sept 2011

  Senior relationship executive

  Delivering value propositions, recommending suitable card, handle escalations, sales, team player & acting team leader.

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  Ncr corporation

  Mar 2014 - Jul 2016

  Managing South East Asia After-hours Operation for ATM operation, DELL Support and Telecom & Technology support. Provide direction, communication, evaluation, efficiency system, coaching, statistical data, performance feedback, skill set improvement, address disciplinary action, assist Center Manager, lead special project & support other departments when needed. Work on orders routed, territory planning, assigns calls, monitor, control, schedule appointments with third party security firms, outbound & inbound calls, & working with service team.

  • Team Leader

    Nov 2014 - Jul 2016

  • Field Service Coordinator

    Mar 2014 - Nov 2014
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  Tepat training & consultancy

  Jan 2017 - Feb 2018

  Small business owner
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  Dxc technology

  Mar 2018 - now

  Major incident manager

  Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of the Service Level Agreement.Using MIM experience to pro-actively support the management of High Severity Incidents.Answering the Major Incident hotline.Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.Issuing communications during the progress of a Major Incident.Identifying appropriate timelines and targets for recovery actions, feedback and communications.Assessing and Agreeing Business Impact and Incident Severity Level.Considering if Disaster Recovery or Business Continuity Management engagement is required.Ensuring that appropriate internal escalation occurs.Ensuring that appropriate third party escalation occurs.Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration.Highlighting risks and issues in actions identified during any Major Incident.Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced.Suggesting workarounds and methods of speeding up the recovery of an incident.Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down.Performing root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process.Participating in Post Incident Review following successful recovery.Ensuring actions from Post Incident Reviews are addressed or registered as risks or issues.Reviewing and updating process documentation.Ensuring that key support information such as emergency contact lists is kept up to date. Show less

• 

  Ørsted

  Apr 2022 - now

  Senior operations manager

  Primary Responsible for: Manage, assess, and improve Ørsted IT Service Management (4 main pillars of ITIL) processes such as Incident Management, Change Management, Problem Management, and Event Management. Detail Roles and Responsibility • Responsible to drive forward problems, incidents, and service requests, ensuring KPI adherence and driving major incidents. • Understand, interpret, and translate reporting requirements that comes in through various methods from all levels of customers and end users and able to resolve any problems related to it resulting in improved process functionality.• Acting as change manager ensuring compliance and scheduling of changes.• Taking on the role as Operations Manager, who is responsible for all activities in the Operations Center on a day-to-day basis.• Participating in ad-hoc task such as developing, reporting, and optimising procedures• Being part of an exciting agile team, planning and delivering products based on SAFe agile framework.• Works closely with the Service Desk to ensure that processes are adhered and collecting feedback for continuous improvement. Engage data owners, application support or operations to assist in resolving any issues that impacts the Orsted IT Operation.• Involve in Event Management task in defining SLA/escalation requirements and work with technical resources and stakeholders to help build and design knowledge base to fit ITIL / Agile standards.• Perform document management by designing, develop and maintained reporting documentation guide and process.• Builds and maintains relationships with all stakeholders within the IT Service Operation organization and Vendor’s to ensure IT delivered services and goals are understood and met. Show less