Andrew Yong Email and Phone Number

Oversee and manage SLA for incidents and requests to ensure they are within contracted periodManage and oversee the entire eCommerce (B2B and D2C) application ecosystem for Japan and Korea (within ITIL framework)Collaborate closely with vendors and end users, particularly focusing on handling high-severity incidents and ensuring they are addressed appropriatelyDrive IT transformation within APMEA regionOversee regional budgeting portfolio for managed services, identifying opportunities to reduce costs and prevent overspendingCoordinate regional projects & initiativesLead the regional network transformation initiativeAssess and manage IT demands, ensuring alignment between business needs and IT capabilities

Manage Global Change, Release and DeploymentManage global infrastructure change and releaseEnsure requirements are being assessed by different support teams that are impactedMonitor all deployment and conduct post implementation reviews with relevant support teamsRecord all risks and rollbacks identified and conduct monthly performance review to identify areas of improvementResponsible for all change communications and system downtime planning

Supported the creation and setup of the global service deskManage the 3rd party vendor for service deskLead service reviews with stakeholders and onboarding of new services into the service deskResponsible in ensuring SLA is adhered to and aged tickets are being investigatedManage BAU operations for Asia timezone and single point of contact for escalations for the business

Assist service transition lead on planning transition activitiesCoordinate with external stakeholders to run agreed transition activitiesLead the exit of incumbent vendor and to ensure that all knowledge is transferred to incoming vendor without challengesDrive service transition deliverables and lead project meetings with project board membersManage incumbent and incoming vendor for smooth transition and handover