• Spearheaded ITIL methodologies pro-active problem management efforts, to analyse data trends and formulate solutions to resolve issues before they impacted service availability and customer satisfaction.• Directed and guided the technical team to consistently achieve contractual SLAs, in accordance with ITIL-based guiding principles and governance, such as daily operations and monthly KPI reviews, ensuring uninterrupted services delivery and meeting critical business requirements. • Utilised Lean, Automation, ITIL-based strategies and frameworks in service improvement, cost control and IT service management to achieve monthly operational cost to +/- 3% margin and improved profit margin. • Analysed customers’ feedback data, identified area of improvement, and collaborated with teams to formulate and deploy process and technical solutions to improve net promoter score.• Engaged customers via monthly business reviews to build rapport and identify add-on opportunities. • Collaborated with project managers and technical team in accordance with PRINCE2-based framework, to streamline processes and deliverables in every project, to achieve project’s EGM variance of +/- 2%.• Coached and mentored 40 to 80 employees across APAC region, effectively managing their workload, performance, and professional development through metrics and tracking system, leading to an improvement in Glint’s employee engagement score from 57 to 70 between 2020 to 2022.• Collaborated closely with account teams to investigate overcharging claims, providing them with accurate and actionable insights based on the data analysis.

• Oversaw the implementation of ITIL-based best practices and standards in operations governance framework to optimise management reporting, resulting in time saving of 15% between 2013-2015. • Analysed performance data to formulate operational strategies that achieved 10% productivity improvement year over year.• Identified instances of overcharging through meticulous analysis of billing data, using Excel and Power Query, resulting in the 5% recovery of revenue for the company.• Collaborated with finance and the leadership teams on budgeting, cost control, rate card and quality performance review, influencing the decision to retain Malaysia as the global hub centre for offshoring works between 2013 to 2016.

• Collaborated with project managers and other stakeholders and coached 30 UNIX/Linux engineers in achieving 90% server turn around rate to improve company revenue and meeting customers’ expectations and schedules.• Spearheaded change plan reviews with operations team, consistently achieving a 99.8% change success rate and maintaining 99.99% availability of customers' application services.• Collaborated with cross-platforms teams, the account team, and sub-region leadership in UNIX services due diligence review, identified the as-it UNIX architecture, software licenses and risks, in negotiating and securing the contract of a prominent Asian airline company in 2012.

• Collaborated remotely with global regions’ UNIX teams to deliver a monthly average SLAs of 99.8% in user requests, following IT Service Management, ITIL v3 best practices and ISO standards.• Improved HP customer satisfaction score (C-SAT) to 75 by engaging internal and external stakeholders and cross-functional teams, ensuring effective communication, collaboration and alignment of goals and expectations.• Collaborated with technical resources through services transition, services improvement, documentation, training, and performance to achieve ISO 9001 and ISO 20000-1 100% audit compliance in Malaysia centre.

• Spearheaded a team of 15 UNIX administrators delivering server operations support as per SLAs & OLAs.• Collaborated with deep technical team through pro-active problem management to identify potential service interruptions and formulated resolutions to improve service availability of UNIX/Linux servers. • Mentored and coached team members, fostering a culture of continuous learning and professional growth.• Developed and executed training programs with vendors to enhance technical skills and knowledge within team, resulting in improved service quality and customer satisfaction.