Bernie Poh Email & Phone Number

Malaysia

In this role, I facilitate, communicate and sometimes agitate in order to integrate, negotiate and appreciate incentives to materialize a cost-effective, world-class infrastructure services that delivers safe, reliable and secure service that is long lasting and aligned with business focused enterprise strategy that is ever rejuvenated by continuous improvement plans.

Malaysia

Accomplished Senior Operation Manager with more than 16 years of management experience in service strategy, development, delivery and operation. Proven track record with managing service and operational costs as well as establishing strategic, mutual beneficial partnership with internal, external customers and vendors.•Plays the critical role of delivering cost-effective world-class SAP Business Intelligence services and other reporting and dashboarding tools for Shell business users globally.•Ensure the delivery of services complies to defined target levels measured primarily in terms of availability and cost recovery•Operations expert extends to elements of security and compliance to deliver a safe and secured service.•Manage service transition from project into operation according to timeline, cost and expectations.•Drive structural service improvements and critical service restoration through customer and vendor engagements.•Stakeholder management through service forum and accountable for customer satisfaction

Shell Business Service Center Cyberjaya

•Accountable for end-to-end service delivery of Shell business critical application.•Improve service level and availability of business critical applications through proactive risk assessment.•Drive structural improvements and balancing cost with business values.•Verify project scope delivery and sign off to landscape design documentations.•Monthly service dashboard with key account suppliers and managed services.•Escalation handling through incident and situation management to restore service•Monthly review of capacity and configuration management of business critical landscapes•Conduct information risk management for ERP landscape to ensure compliance security standards.•Deliver service excellence through internal and external IT supplier integration.•Balancing business needs with future service enhancement through service forum review.•Ensure infrastructure and application configuration data quality is up to date and accurate

Malaysia

Financial Management•To maintain yearly 10% cost reduction•Demand volumes, unit costs and sourcing at competitive levels•Perform operation cost analysis and resource forecast for global operation team.•Standardized work and charge model based on SDE and project charge card.•Establish the framework and foster a climate which drives sustainable profitable growth through innovative market leadership in Asia Pac and Europe region.Service/Strategy Management•Transformation into a lean and more efficient organization•Create plan to optimize the sourcing model to ensure competitive costs and skills.•Service near-shoring•Close engagement with customers to increase service utilization•Automate core business processes•Standard processes and tools•Adopt and integrate customer specific tools and processes as efficient as possible.Operation Management•Provide primary legal and operation leadership for global operation and engineering team to Global delivery units and customers (Shell and Philips)•Contribute to the development strategy of Middleware operations and engineering.•Facilitate as primary E2E service transition•To ensure the interfaces and relationships with other T-Systems and cross bundle support by establishing OLA.Staff Development•Analyze the team performance through agreed Performance targets to ensure staff operates within target achievement.•Facilitate in managing of projects with cross-functional teams to design or improve service or processes, resolve chronic problems or to conduct research on new equipment and technologies•Staff recruitment: ensure the effective recruitment and placement of staff•Motivation and staff developmentContract Negotiation•Managing vendor contract to ensure that the department develops a good working knowledge of the customers’ outsourced contracts, SOP’s, SLA and the associated commercial and financial arrangements.

Malaysia

Operation Management•Undertake operation task in support of 25 livelink cluster, 5 centra instance and 3 MOSS 2007 farm with K2 integration•Provides 24x7 support of functional, operational and service availability •Define delivery scope, allocate resources and set up project organization.•Arrange change meeting every week with key customers and BSD to discuss all planned changes.•Apply impact/risk assessments for all planned changes•Enforcing release management and to ensure configuration items are of trusted quality.•Review and release roll out plan, back out plan•Minimize errors and incidents related to introduction of new items•Measure success of release management process by service availability report and post implementation review.•Review and maintain SLA/KPI for application performance/incident/change/situation, problem management, service delivery and service improvement plans•Refine processes to streamline operation deliverable in Change management, incident management and patch management.•Automation of processes by usage of existing or creation of tools.•Owner of BCP and operational DR plans•Ensure in operational in compliant to SoX, ISIP and trust domain.•Manage staff GPA and IDP•Manages team finance and costing•Define support framework and support code of conduct.

Singapore

• Responsible take initiative in business development and providing initiative in collaboration in customer service and support in Singapore and Malaysia.• Develop and discover new business ventures and opportunities• Diversify outsourcing services by providing technical support resources to clients• Translate, drive and architect IT solutions as described by customers through due diligence studies• Support of operation and sales by following up with proper service on-boarding process and breaking down of service elements.• Implement project through project management methodologies.• Responsible take initiative in business development and providing initiative in collaboration in customer service and support in Singapore and Malaysia.• Develop and discover new business ventures and opportunities• Diversify outsourcing services by providing technical support resources to clients• Translate, drive and architect IT solutions as described by customers through due diligence studies• Support of operation and sales by following up with proper service on-boarding process and breaking down of service elements.• Implement project through project management methodologies.

Malaysia

• Provide 24x7 system support/troubleshooting (Windows NT, 2000, 2003, SQL Server 2000, Legato, Exchange 2000 and NT Backup) for internal and external customers throughout Asia pacific region.• System, network and application monitoring via HP Open View- IT operational tools• Manages over 3000 Compaq Proliant (DL380)and HP NetServers (LH4)over entire Asia Pacific.• Manages Active directory and global directory of HP domains.• Manage and administer user accounts, domain accounts.• Manage and administer NTFS permissions.• Administer DDNS and configuration of dynamic updates and forwarding zones.• Perform and troubleshoot daily backup, configure backup scripts for DHCP and WINS backup• Perform administration on SQL2000 databases.• Perform proactive system and security patch installation on Windows and HP UX servers.• Perform server hardware troubleshooting via remote tools.• Manages and optimises server performance in accordance with HP SLA.• Managing new pre-merger Compaq projects for HRS NT Team. Projects implemented include Compaq Australia, Compaq Indonesia & Compaq India and trade customers like Kone, ING, DHL and Ericsson.