● Designed and maintained capacity plan according to current business requirements.● Led procurement strategy resulting in a 10% decrease in procurement costs.● Served as procurement subject matter expert and managed supplier relationships.● Developed and maintained procurement policies in accordance with regulations.● Collaborated with internal and external stakeholders to ensure procurement goals were met.● Provided assistance to all business capacity issues and resolved it.● Ensured achievement of performance objectives for both services and resources.● Administered and identified issues in capacity plans.● Facilitated changes in capacity plan and recommend improvements to all services and resources.● Maintained all capacity components and provided required upgrade to processes.● Analyzed all performance and provided required capacity support to all storage domains.● Prepared reports for all performance impact on capacity architecture.● Analyze the quote process the procurement of hardware and licenses.● Take care of asset settlement.● Coordinated and implemented process improvement activities for all capacity plans.● Provided support to all ad hoc reports and designed dashboards.● Analyzed all system demand and prepared plans to forecast all requirements and maintained track for same.● Collaborated with business and application development team.● Performed research and analyzed all system incidents and monitored capacity data.● Installed and operated all capacity software tools and monitored performance for same.

• Oversees, maintains and implements Change Management process, ensuring policy/process compliance, efficient workflow and accurate documentation• Manages the escalation of production issues to ensure timely attention to and resolution of system issues and outages, both during business hours and after-hours• Coordinates communication processes such as outage bridge calls, daily operations calls and reporting• Manages and maintains on-call support list and schedule• Manages 3rd Parties for day to day operations and escalation of issues• Owns and facilitates RCA (Root Cause Analysis) process for all production outages within all areas of Technology Services, ensuring timely generation and distribution by appropriate/responsible parties• Manages and maintains application, contact and support information for all systems, applications and services supported by the department• Manages NOC function, system monitoring and performance, and personnel• Responsible for the coordination, collection and distribution of operational metrics and reports throughout the organization• Develops and drives Metrics as a program throughout the IT organization• Oversees and maintains Access Management process, ensuring timely coordination of access requests and compliance reporting• Responsible for the documentation of internal processes (Standard Operating Procedures) within Client Services and Operations• Maintains the IT Service Catalog• Excellent customer service and client interaction skills• Experience managing escalation activities within a technology environment• Excellent knowledge of Change Management processes and related procedures• Expert experience managing a team of technology operations professionals, measuring and tracking performance• Develop consistent operational reporting against standards and establish Service Level Agreement (SLA) management approach• Effectively manages time, prioritize, assign, and manage daily workloads

• Provided assistance to all business capacity issues and resolved it.• Ensured achievement of performance objectives for both services and resources.• Administered and identified issues in capacity plans.• Facilitated changes in capacity plan and recommend improvements to all services and resources.• Maintained all capacity components and provided required upgrade to processes.• Analysed all performance and provided required capacity support to all storage domains.• Prepared reports for all performance impact on capacity architecture.• Coordinated and implemented process improvement activities for all capacity plans.• Provided support to all ad hoc reports and designed dashboards.• Analysed all system demand and prepared plans to forecast all requirements and maintained track for same.• Collaborated with business and application development team.• Performed research and analysed all system incidents and monitored capacity data.• Installed and operated all capacity software tools and monitored performance for same.

• Designed and maintained capacity plan according to current business requirements.• Provided assistance to all business capacity issues and resolved it.• Ensured achievement of performance objectives for both services and resources.• Administered and identified issues in capacity plans.• Facilitated changes in capacity plan and recommend improvements to all services and resources.• Maintained all capacity components and provided required upgrade to processes.• Analyzed all performance and provided required capacity support to all storage domains.• Prepared reports for all performance impact on capacity architecture.• Coordinated and implemented process improvement activities for all capacity plans.• Provided support to all ad hoc reports and designed dashboards.• Analyzed all system demand and prepared plans to forecast all requirements and maintained track for same.• Collaborated with business and application development team.• Performed research and analyzed all system incidents and monitored capacity data.• Installed and operated all capacity software tools and monitored performance for same

• Oversees, maintains and implements Change Management process, ensuring policy/process compliance, efficient workflow and accurate documentation• Manages the escalation of production issues to ensure timely attention to and resolution of system issues and outages, both during business hours and after-hours• Coordinates communication processes such as outage bridge calls, daily operations calls and reporting• Manages and maintains on-call support list and schedule• Manages 3rd Parties for day to day operations and escalation of issues• Owns and facilitates RCA (Root Cause Analysis) process for all production outages within all areas of Technology Services, ensuring timely generation and distribution by appropriate/responsible parties• Manages and maintains application, contact and support information for all systems, applications and services supported by the department• Manages NOC function, system monitoring and performance, and personnel• Responsible for the coordination, collection and distribution of operational metrics and reports throughout the organization• Develops and drives Metrics as a program throughout the IT organization• Oversees and maintains Access Management process, ensuring timely coordination of access requests and compliance reporting• Responsible for the documentation of internal processes (Standard Operating Procedures) within Client Services and Operations• Maintains the IT Service Catalog• Excellent customer service and client interaction skills• Experience managing escalation activities within a technology environment• Excellent knowledge of Change Management processes and related procedures• Expert experience managing a team of technology operations professionals, measuring and tracking performance• Develop consistent operational reporting against standards and establish Service Level Agreement (SLA) management approach• Effectively manages time, prioritize, assign, and manage daily workloads

• Provided quality customer service by answering incoming calls regarding a wide range of questions and inquiries such as information on credit cards and store cards.• Performed account maintenance and matched appropriate products to customers' needs.• Navigated multiple computer screens and customer systems to research and resolve customer issues• Adhered to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets• Used effective and appropriate work practice to meet and exceed goals associate with call quality, average handle time and schedule adherence etc.• Referred sales opportunities to segment partners by identifying customer needs.• Provided Mandarin /English telephone interpretation to various internal departments.