Gladys Cheung

Experience

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  PwC Mainland China and Hong Kong

  Jan 2009 - Aug 2021

  Manager

  As the Incident Manager and leader of Cyber Fusion Center - manage both network and security incidents, provide instant and regular report to leadership, I also lead the team to provide 7x24 first tier support for China, Hong Kong and services provided to some Asia territories - include troubleshooting, internal communication among the parties, notify stakeholders and escalation to senior management and vendor instantly. Lead the team to provide a comprehensive monitoring including users simulation, troubleshooting on Network, Systems, Infrastructure, Security and Applications. Also review security monitoring alerts, such as FireEye, Cylance, WAF and other cyber security tools. Improve monitoring, escalating and communicating process by reviewing and implementing different monitoring tools e.g. Dynatrace, AppDynamic, NewRelic, to fit the newly roll out systems and products such as Office 365With Qlikview and Reporting Service, built up new dashboards and KPIs to provide direct visibility and service insights to track against continuous service improvement plans, analysis potential issue and improvements to minimize service interruption and meet the business SLA.Responsible on Centralizing and maintaining up-to-date information of Inventory and Operation Manual for servers, devices and applications, documented processes, guidelines and trouble-shooting steps, and enhance process and procedure for emergency support for reference.Continued to use self-developed and ServiceNow that aligned with ITIL to enhance efficiency in incident, change and asset management, so does Vulnerability Management, Audit and BCP preparation. Worked with different Applications team, Infrastructure team and Services team to define the gap and led the transformation in the team aimed to improve the service delivery process to be more humancentric for applications and users to get direct end-to-end support and follow-ups. Show less

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  Sun Life

  Aug 2021 - Jul 2023

  Continuous Service Improvement Assistant Manager

  Working as the Continuous Service Improvement Assistant Manager in SunLife Hong Kong Limited, involved in Change Management, Incident Management, Problem Management, Contract Management, ServiceNow, SharePoint and data analytic for measuring and testing procedures in a company with an eye to improving production efficiency. By building repository and automation to standardize and improve productivity, and also using data analytics via dashboard to provide a better visibility to Management Board.