CGS-CIMB Securities

IT Lead CGS CIMB

Key responsibilities
▪ Maintain high level of performance on service support functions including IT Service Desk, End-user 
Desktop & Infrastructure Support and key management users support.
▪ Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in 
place and followed and complied with.
▪ Work with internal, external &third party teams to ensure actions are taken and completed to protect, 
uphold and improve services
▪ Provide regular and accurate management reporting on IT Service performance & SLA achievement.
▪ Oversee staff management within section, including recruitment, mentoring, training, coaching, target 
setting and performance assessment
▪ Individual must be detail-oriented and able to independently and successfully troubleshoot and 
proactively resolve technology problems for supported user base
▪ Monitoring, managing the availability of the IT environment, and service delivery SLAs.
▪ Monitoring and restoration of the supported end-user Infrastructure in adherence to documented 
policies, procedures and processes.
▪ Work, interact, and communicate effectively with all groups within local and Regional IT in resolving 
problem & reported issues
▪ Deliver an effective supporting role in the execution of infrastructure, applications related deployment & 
projects
▪ Work collaboratively with internal teams (local & Regional leads) leaders on innovation and technology 
initiatives.
▪ Be an ambassador for IT, working across the organization’s business & operational groups to provide 
effective communication on IT matters, relationship building with other teams to ensure effective 
dialogue between departments
Technical
▪ Lead the ITSM Helpdesk & Technical & End-user Infrastructure support team to continually assess and 
improve the end-user devices computing environment.

Assistant Vice President

IT Governance and IT Risk Management
Accountable for ensuring all the essential guidelines are put in proper place accurately adhering to industry rules and regulations
•	Conduct internal audits and reviews at regular intervals to ensure that compliance procedures are regularly followed
•	Conduct environmental audits adhering to environmental standards
•	Involves the safety of employees and businesses as well. My part of the duty is to ensure all the tasks are done with higher accuracy. 
•	Ensure that all the employees are thoroughly updated about the organization’s policies, regulations, and processes
•	Resolve employee issues about legal risk compliances
•	Suggest/advise the management regarding the implementation of compliance programs
•	Adhere to the training and supervise the staff that needs attention to rules and regulations
•	Revise rules, reports, and procedures at regular intervals to recognize the risks

Mesiniaga Berhad

Lead the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
Maintain positive relationships with customers by identifying customer needs and overseeing service delivery within the company context.
Act as the owner of the escalation process, the Service Delivery Manager must take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review.
Maintain end-to-end accountability for customer satisfaction and overall delivery excellence within a specific service line.
Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed.
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards, and routinely checked to ensure high levels of availability.
Assess customer's feedback and using their expertise to establish, improve, and refine services.
Responsible for financial management and reporting and optimizing processes.
Able to manage finances and budgets accurately and diligently.

Service Delivery & Project Manager

Bridgenet Solutions Sdn Bhd

Plan and coordinate all the activities related to incidents and problems.

Identify, initiate, schedule and conduct incident and problem reviews.

Represent the first stage of escalation for incidents and problems.

Single Point of contact for all high priority incidents and problems.

Monitor the status and progress towards resolution of all open incidents and problems within Service Level Agreement (SLA).

Responsible for identifying the major incident.

Develop Incident and Problem status reports periodically to provide consistent updates to clients.

Determine and coordinate to ensure the incident/RCA reports are documented and submit to clients within SLA.

Responsible for a post-mortem and assembling recommendations to prevent reoccurrence in coordination with Incident and Problem Management after service restoration.

Responsible for the effective implementation of Incident and Problem Management process internally and externally; and carry out the respective reporting procedure.

Provide guidance to the internal or external stakeholders pertaining to the Incident and Problem Management process.

Work closely with other teams and assist managers in other tasks.

Responsible for communicating with Incident and Problem Process Owner and provide feedback on the process for improvement.

Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Incident Problem Manager

TMF Group

Manage the delivery of business cases, project scope and requirements document, test
plans and rollout communications within COE
Act as the primary liaison with business functions/departments and IT during the
development lifecycle, from needs analysis and bug tracking to UAT and rollout
Manage direct relationships with key stakeholders and subject matter experts to ensure
the business solutions are aligned with their goals and priorities, and how process automation through IT solutions will help them to reach their goals
Balance the requirements with technical constraints example application size, network
bandwidth, hardware/software/equipment selection, to ensure that the value of the
project is realized. Clearly, understand, articulate and document existing “as-is” systems
and business architecture and define the strategy for “to-be” architecture.
Create and maintain a cohesive, coordinated plan to deliver solutions that meet the
stakeholders’ priorities within budgetary and timely requirements
Assist in overseeing software applications implementation and support procedures
Gather data, research usage questions and/or software defects, conduct problem
diagnosis and assist in the implementation of a timely resolution
Interface with internal IT and corporate staff on software issues and implementation of
VP initiatives
Collaborates with the HODs and/or assigned team members in developing a consistent,efficient technical solutions
Perform ad-hoc tasks assigned by the immediate superior

Business Solutions

Freelance

Freelance jobs in Information Technology Consulting, Investment, and Political Science

DXC Technology

Guards the team's time, to ensure continuous delivery is possible and also have a delivery manager role description. The main responsibilities are: Deliver services and products using the appropriate service management methodology.
Owns client relationship for the Operations contract which covers one or more of the Ops offerings. Responsible for client relationship, quality and risk with the services provided to the client, strategic positioning for growth and people management of the account. Interfaces with the Client Account Lead (CAL) and appropriate leadership within Service Delivery Operations (SDO).Responsible for shaping and driving transformation for the clients.

The responsibilities of Technology and BCP Consultant are to minimize the cost of the service desk (SvD) and to increase the resolution rate for both the SvD and Workspace (WS).  

This is achieved by making all SvD work instructions available in one tool and all known resolutions are recorded and available for future reference. Knowledge Management activities include, but are not limited to:   Keeping the data in EKMS evergreen ·Synchronising the data in EKMS with any other KM system  Validates all requests from requestors within their region or area. The validation is not so much focused on the accuracy of the content, but more on the authoring standards of the request. 

Incident Management
Response to initial page by opening MML 
Coordinate service restore teams & stay engaged until resolved 
Communicate to affected parties (i.e. client reps) 
Escalate as needed (i.e. Situation Management, managers over service restore parties) 
RtOP Sev 1 incidents as customer impact is identified or as requested by CDE 
Complete Statement of Impact following resolution of incident 
Conduct any follow up on outstanding items resulting from incident

Account Delivery Manager

Hewlett Packard Enterprise

Business Continuity Plan
Conduct a business impact analysis to identify time-sensitive or critical business functions and processes and the resources that support them.
 Identify, document, and implement to recover critical business functions and processes.
 Organize a business continuity team and compile a business continuity plan to manage a business disruption.
 Monitoring business continuity team for testing and exercises to evaluate recovery strategies and the plan.

 Incident Management
 Response to initial page by opening MML 
 Coordinate service restore teams & stay engaged until resolved 
 Communicate to affected parties (i.e. client reps) 
 Escalate as needed (i.e. Situation Management, managers over service restore parties) 
 RtOP Sev 1 incidents as customer impact is identified or as requested by CDE 
 Complete Statement of Impact following resolution of incident 
 Conduct any follow up on outstanding items resulting from incident
 
 Problem Management
 PEM ensures that a RCA case has been opened and is assigned to the appropriate restoration team
 If no Root Cause is identified on the outage call  The SOI is distributed indicating that the Root Cause is under investigation
 PEM is responsible to ensure that a Root Cause has been identified within 5 business days  escalating as appropriate 
 PEM is responsible to communicate the Root Cause information to management 
 Identify trends and engage the appropriate resources to resolve issues proactively 
 
 Change Management 
 Oversee change requests impacting supported production environments 
 Communicate upcoming changes to affected community 
 Host weekly change meetings to review open change requests 
 Conduct any follow up on outstanding items resulting from change 
 
 Process Management
 Create/Maintain production support process for site or client 
 Train support process to service restore teams

Technology Consultant

EDS MSC Sdn Bhd ( Shell Account )

To lead the restoration efforts of all infrastructure issues that impact critical components within the BPO Platform. The EDS standard severity definitions are followed when determining the impact classification. These definitions can be found at Severity Definitions
 
 Incident Management
 Response to initial page by opening MML 
 Coordinate service restore teams & stay engaged until resolved 
 Communicate to affected parties (i.e. client reps) 
 Escalate as needed (i.e. Situation Management, managers over service restore parties) 
 RtOP Sev 1 incidents as customer impact is identified or as requested by CDE 
 Complete Statement of Impact following resolution of incident 
 Conduct any follow up on outstanding items resulting from incident
 
 Problem Management
 PEM ensures that a RCA case has been opened and is assigned to the appropriate restoration team
 If no Root Cause is identified on the outage call  The SOI is distributed indicating that the Root Cause is under investigation
 PEM is responsible to ensure that a Root Cause has been identified within 5 business days  escalating as appropriate 
 PEM is responsible to communicate the Root Cause information to management 
 Identify trends and engage the appropriate resources to resolve issues proactively 
 
 Change Management 
 Oversee change requests impacting supported production environments 
 Communicate upcoming changes to affected community 
 Host weekly change meetings to review open change requests 
 Conduct any follow up on outstanding items resulting from change 
 
 Process Management
 Create/Maintain production support process for site or client 
 Train support process to service restore teams 
 
 Contact Management 
 Create/Maintain contact list of service restore teams 
 Create/Maintain paging lists for service restore teams

Infrastructure Associate

Shell Information Technology International

Maintain and Support the Apropos CTI (Computer Telephony Integration) system Position description - Accountabilities* 
 To provide technical support based on a 24x5 rotation, including the communication of complex problems to appropriate third line support teams/software vendors in a timely and efficient manner and according to agreed service levels, standards and procedures
 Monitor and progress all assigned calls and as appropriate follow escalation procedures for problem resolutions that are not progressing satisfactorily
 Operate effectively without direct supervision but within a clear accountability framework to ensure that assigned activities are managed within agreed Service Levels
 Identify changes required to the services and components and assess the impact of changes and produce test plan to minimize risk and impact. Implement essential changes whilst avoiding disruption to CTS operations
 Keep up to date with technologies in service area and gain/ maintain broad understanding of CTS services
 Knowledge Management solution builder providing draft solutions where gaps in the knowledge are identified reactively in addition to suggesting pro-active solutions where technical changes are being made, taking into account the business needs of the customers
 To ensure that Customer satisfaction in all interactions meets the contracted Customer Service Levels

Technical Support  Tools Analyst

Resolve and close all problems passed on from the Help Desk in an appropriate time frame and according to priorities assigned to each issue. My primary mission is to provide a single contact point of end-user support within an enterprise and functionally also provides general systems information, responses to requests on procedural matters and logging of all problems.
 Supporting Help Desk/Desktop Support Environments, fielding application questions concerning LAN/WAN network, business telephone services, application tools such Microsoft Office 97, Lotus Notes, Attachmate Extra, Norton Antivirus, IIS, Microsoft Project 98, PCAnywhere, Netscape and Internet Explorer software.
 Supporting the computer-related needs of the users and troubleshot software and hardware problems.
 Helping to resolve problems quickly and efficiently tracking and managing difficult problems.
 Providing a way to escalate very serious problems and those that are slow in being resolved.
 Identifying recurring problems, reporting trends to management, and recommending solutions or
 procedures to correct faults.
 Supporting and managing configuration changes plus inventory tracking in support of
 information services.
 Generating and using problem history to improve the availability of various systems and
 equipment.
 Developing standard management reports for evaluating vendor performance and service-level
 contracts.

Technical Support Analyst

Entellium

Duties:
 Responsible for internal systems used and 
 required by Entellium, including HW, SW networks 
 and infrastructure such as telephony and 
 security. Implementation of Entellium e-Process 
 systems either directly or in support of a re-
 seller. Post-implementation support of Entellium 
 customers and management of the Help-desk 
 function. Conduct software training for Clients.
 
 Accomplishment:
 Always able to perform the job at user's 
 satisfactorily.
 
 Reason for leaving: 
 Better offer

Technical Services Specialist

As Assistant Vice President at CGS-CIMB Securities, my expertise lies in IT governance and managing service delivery with a sharp focus on compliance and performance excellence. Spearheading IT Service Desk and infrastructure support, our team ensures robust service delivery by implementing strict methodologies and procedures, contributing to the overall service improvement and SLA achievements.

My role extends to conducting meticulous internal audits and environmental standards reviews, fostering a culture of compliance, and updating employees on organizational policies. We have successfully resolved complex employee issues regarding legal risk compliances and advised management on strategic risk positions, thereby safeguarding the organization's operational integrity and enhancing business resilience.

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