Hein Kyaw Latt (Raymond)

Experience

• 

  KBZ Bank

  May 2018 - Aug 2018

  Information Technology Service Desk (ITSD)-Providing support for Flex Cube Branches with supports on Mobile Banking, Flex Cube Software, Branches Network Support, Branches PC Support, Email Service and File Folder Service (FTP). -Professional and constructive engagement with Branches -Ensure all analysis and investigations are carried out within contracted parameters -Ensure structured, consistent and comprehensive internal communications are set up accordingly -Mainly solved human error in IT field based on banking knowledge and IT knowledge -Work as part of the Service Center team to proactively manage faults and events, providing excellent customer service Show less Network Operation Centre(NOC) * Monitoring ISP connections, Core networks and Transactions from all branches of KBZ group(KBZ Bank, KBZSC, IKBZ)* Basic network troubleshooting and fault analysis.* Reporting daily branch network status at working-days ( Latency, Ping Loss, Traffic).* Preparing update for all tickets through various troubleshooting programs.* Coordinating with respective teams for their system maintenance and plan activity.* Operating of network monitoring and reporting tools. * Daily physical check-in "Data Centre" & “Data Recover” every-morning. Show less

  • Intern

    Aug 2018 - Aug 2018

  • Intern

    Jul 2018 - Jul 2018

  • Intern

    May 2018 - Jun 2018
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  KBZ Bank

  Nov 2018 - Dec 2020

  Junior NOC Engineer

  Network Operation Centre(NOC) * Monitoring ISP connections, Core networks and Transactions from all branches of KBZ group(KBZ Bank, KBZSC, IKBZ)* Basic network troubleshooting and fault analysis.* Reporting daily branch network status at working-days ( Latency, Ping Loss, Traffic).* Preparing update for all tickets through various troubleshooting programs.* Coordinating with respective teams for their system maintenance and plan activity.* Operating of network monitoring and reporting tools. * Daily physical check-in "Data Centre" & “Data Recover” every-morning. Show less

• 

  BIM Group of Companies

  Dec 2020 - now

  Manage and own the ITSM processes and toolset, including Incident, Request, Problem, Change and Escalation processes.Responsible for managing major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review.Drive Problem management processes, ensuring tickets are logged, prioritized, and resolved.Responsible for Service Level Management, including maintaining Service catalog and approval matrices.Ensure meaningful and accurate reporting and establishing service improvement in areas where needed.Monitor and support service delivery; ensuring methodologies and procedures are in place and followed through.Drive internal service review meetings/ Support third party service review meetings.Make recommendations for Service Improvement and ensure actions are followed through to completion on time. Show less

  • Service Delivery Manager

    Oct 2024 - now

  • Assistant Service Delivery Manager

    Jan 2023 - Nov 2024

  • NOC & Service Desk Team Lead

    Dec 2022 - Mar 2023

  • Senior NOC Engineer

    Dec 2020 - Dec 2022