Ashwin Karthigayan Email & Phone Number

Kuala Lumpur, My

Malaysia

-Ensure all Incidents are handled end to end , from S0 to S3.-Ensure proper communications are sent via Google Tag and Marketing Cloud to clients to keep them aware.-Be able to get the right information provided by the Technology teams and Customer service teams.-Be able to provide a proper summary and justification of the incident/impact/severity to management . -Chair meetings for tickets (RCA meeting), ensure incidents are followed up, issues are fully solved and tasks are completed.-Become a process champion for incident management, keep track and update process documents , presentations for incident management and future improvements of the team.-Always flexible and aware of issues during an issue.

Cyberjaya, Selangor, Malaysia

Cyberjaya Malaysia

Menara Axiata

Cyberjaya

Core responsibilities. Responsible for the maintenance and monitoring of the ISMS (Information Security Management System) for Atos MY. • Ensure the implementation of Atos Info Security policies and procedures. • Conduct Security Awareness Briefing for new and existing staff. • Manage, analyse and report on security incidents. • Coordinate global security vulnerabilities and patch implementation follow-up. • Act as “CSSO (Country Safety and Security Officer) for Malaysia and Indonesia. Attend meeting and prepare reports pertaining to CSSO requirement. • SPOC for GSSO in making sure the followings are done: - Ensure the site continue to be certified on ISO 27001 - Alert GSSO 24/7 in the event of any country safety or physical security threat - Update/report on the country safety and physical security threat assessment - Update/report Atos country site data for any site relocation - Provide KPI update to GSSO monthly dashboard • Responsible and execute crisis management when need arises. Custodian of Crisis Management process for the site. • Act as Data Protection Officer for Malaysia and Indonesia and execute any implementation whenever necessary. • A BCP officer that is responsible for the infrastructure readiness and adequacy at BCP site at all time and need to conduct twice annual BCP drill. Act as linkage to Global BCP at Atos. • Responsible for the management and maintenance of Atos MY Access Card. Secondary Responsibilities• Audit coordinator – coordinate all audits on Atos MY. Act as interface between the auditors and the service line in providing whatever requested by the auditors. Also help to follow-up and close all audit findings. • Responsible for Atos MY Document Control procedure.

Ensure that all initial incidents are recorded with accurate information and ensure that the correct severity has been allocated to the incident;Accurately prioritize, based on severity level, existing incidents for resolution that have or may fail contracted service targets;Co-ordinate expert domain resources (referral/support groups) in order to implement a timely resolution to the incident;Escalate incidents to service managers and recurrences to problem management as appropriate;Ensure that all parties have an accurate record of both historic and real time events through the effective use of the global tool set for incident management system;Maintain effective liaison with customers so they are kept informed of the status of calls and ensure agreement with customers is reached on the closure of calls either through incident management or first level support as appropriate;Monitor each new incident and take proactive steps where necessary to ensure that contracted levels of service are met;Perform thorough investigation on incidents with the respective parties, analyze the possible root causes, and work with the team to produce preventive actions/measuresProvide post-incident reports to service delivery management in a timely manner and follow through any action items to ensure no future recurrence of the same error/incident/problemEstablish relationships with referral groups, service managers and other service teams to ensure the contracted SLAs are achieved;Maintain a good working record of historic events/incidents, analyze the relevant statistics to ensure that problems are addressed to support smooth and error-free operationsEscalate unsatisfactory situations to as defined by each customers documented escalation process;Attend meetings with customers and service manager to discuss about post incident findings and to review service delivery for service improvement plans, as required.

Manage Multinational accounts within incident management for BHPB Marketing and BHPB UraniumAttend and co-ordinate daily service reviewsReview and update incident management processes and procedures as per ITIL governance and best practice.Training of staff in incident management process changesCreate reports and manage aged incidentsReview/report on incident service levelsManage client escalationsLiaise with Service ManagementLiaise with global support teams, including training of the current processes and changesAn understanding of enterprise service platformsA direct liaison between the Kuala Lumpur Service Desk Team and Sydney's Incident Management team.