Adam Ismail

Experience

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  StarHub

  Jan 2000 - Jan 2006

  Senior Associate Engineer - IP / Voice Network Operations Centre

  Holding double port folios as NOC Supervisor and Technical Support:1) As NOC Supervisor, responsibilities include:Lead a team of NOC Technical Specialists.Supervise the on-going Fault Management Operations and Data Centre Management under the care of NOC.Responsible in ensuring the team’s pro-active monitoring of the Company’s network infrastructure and services.Oversee the career path and skill set development of the team.Ensure the team conform the Key Performance Index and Goals set for the department.Develop procedures and guidelines to improve efficiency of Fault Management for current and new products and services.Implement initiatives to increase efficiency of NOC operations.================================================2) As Technical Support, responsibilities include:Providing second level technical support to NOC and other company’s Business Units on infrastructure and Internet related matters.Involved in researching and developing enhancements to Operations procedures.Responsible in planning and engaging necessary resources for new projects that involves NOC Operations enhancement.Oversee the development, testing and implementation of Projects.Provide operations support for Lease Circuit + Internet, DNS and Virtual email provisioning.Provide operations support for Co-Location provisioning and Data Centre management.Demonstrate functional understanding of network routing, switching, WAN and LAN technologies such as BGP, OSPF, MPLS, VPN, ATM, Leased Line and Ethernet. Show less

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  MediaRing Ltd

  Jan 2006 - Jan 2010

  Senior Engineer - Post Sales Support / System Administrator

  Held multiple roles in this company:-1) Infrastructure Systems Engineer:Administer and maintain over 100+ Linux / Unix based systems geographically located in Singapore, United States, Vietnam and Hong Kong.Install and deploy secured Linux / Unix systems with standard components as well as customized binaries based on company’s requirements.Provide Fault Investigation and Resolution for issues reported by NOC.==============================================2) Post Sales Engineer roles:Test and deploy new products and services.Provide training and demonstration to Partners on how to use MediaRing’s Device, Applications and Services.Provide consultation to Partners on the following areas: - Improving our current Products and Service to provide more revenue for both Partners and the company. - Setting up their Network to work better with MediaRing’s VOIP service.To support MediaRing’s Partners on issues arising from the use of the company’s services.Provide remote technical support from Singapore to regional customers using MediaRing’s VoIP services – both H323 and SIP.80% Travel-on-demand to countries in Middle East and Asia to troubleshoot / rectify major VoIP network faults as well as provide on-site support to Partners.Responsible in managing VoIP traffic, capacity planning, load balancing and assignment.Provide Second Tier technical support: - Diagnose and resolve service related faults escalated by the NOC engineers. - Work closely with Engineers from the other departments like R&D, Network Planning, MIS and Sales Operations to quickly resolve faults.Develop expertise in MediaRing’s services so as to provide training to other support teams to support these services.Assist R&D team to test new Devices and Firmware in various countries to ensure conformity and workability.Conduct feasibility test on new VoIP Products and Services in Singapore as well as marketable regions. Show less

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  Singtel

  Jan 2011 - Jan 2012

  Service Manager

  Service Manager (Special Projects)Carrier Service Manager for Australia and New Zealand Bank (ANZ).Engaged in managing ANZ's Global and Local (Singapore) Carrier Network Infrastructure.Provide Global Operations and Support functions catering to ANZ's customized needs.Building service relationships with customer, providing regular communication, status / performance updates.Consistently developing good working relationships and rapport with internal stakeholders and vendors.Accountable and dedicated in achieving targeted SLAs and ensure customer expectations are met.Ownership in managing major incident escalation and crisis situations.Coordinate with respective stakeholders and service providers in planning and executing service improvement plans.Review service performance (SLA) as and when required to align with customer's needs.Chair regular meetings and teleconferences with internal stakeholders and external vendors / service providers to review and address issues concerning operations, network performance and service improvements.Develop customized process and support to meet customer’s special requests.Oversee the entire planned maintenance or project lifecycle.Investigate chronic problems and prolong incidents and formulate service improvement plans and permanent solutions.Facilitate in technical audit on SingTel’s and customer’s network and services. Show less

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  Total

  Jan 2012 - Jan 2013

  Senior Service Manager / Network Advisor

  Overall Management for WAN, LAN, VoIP, Security and Video Conferencing Perimeters involving:• Service Delivery Management - Regional point of contact (APAC) between Customers, Business Units and Service Providers on operational and project matters, ensuring agreed Service Levels and KPIs are delivered. - Regular engagement with stakeholders to review, negotiate agree on current and new service levels to ensure smooth and on-going operations. - Regularly monitor and report on current network Availability and provide recommendations for Upgrade / Downgrade. - Continuously building and maintaining good rapport and relationship with current and new business partners and stakeholders. - Act as a channel to bridge the Customer (Management / Operations Team), Accounts Team, Delivery Team .• Incident Escalation Management - Lead, work through and drive the organization’s Service Providers / Vendors to meet SLA performance in a way seamless to the Customer. - Oversee and manage General / Problem / Chronic issues that failed SLAs and driving these issues to resolution. - Engage respective stakeholders to formularize Service Improvement Plans. - Provide directions on priorities when there is conflict.• Vendor Management (Incident / Provisioning) - Ensure that respective vendors adhere to business processes for smooth operations. - Change Control Management for any requests for changes in the Infrastructure. - Oversee Provisioning of sites and Infrastructure to ensure that services are properly tested, qualified and delivered.• Data Centre Management - Provisioning / Cessation / Installation of Network equipment. - Network infrastructure cabling. - Authorizing Remote Hands and Feet Assistance requests. - Maintain proper Inventory of circuits and equipment co-located in the Data Centre. - Maintenance of Data Centre Facilities. Show less

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  Singtel

  Jan 2013 - now

  Senior Service Manager

  I have experience in Service and Project management. A Service Manager with experience managing companies such as The Singapore Exchange (SGX), Bloomberg, Air Liquide, Ministry of Education, BT Singapore, DHL and Aviva. Engaged in managing the service availability of Customer's WAN and Carrier Network Infrastructure.Building service relationships with customer, providing regular updates and service review concerning network performance, availability and service improvements. Accountable and dedicated in achieving targeted SLAs and ensure customer expectations are met.Project manage and work with respective stakeholders and service providers in executing service improvement plans.Review service performance (SLA) as and when required to align with customer's requirement.Provide BAU support for customer technology refresh such as Data Centre migration and carrier service upgrades and platform change. Show less