Responsible to lead and drive the Service Assurance and Governance of Managed Services Provider to deliver continuous service improvement of their performance KPI, SLA, processes, and control for effective and efficient operations, and ensure the teams comply with standards, guidelines, and best practices. Accountable to enhance and strengthen the processes and operations efficiency in accordance with the contract, and to drive transformation and IT Capability Uplift jointly with Managed Service Provider. Aligned with Telenor ambitions, coach the team and oversee the change of processes and implementation of use cases for touch free operations, lead RPA developers for business use case deliveries.Achievements & Initiatives as GA Head1, Achieved 49% Opex savings in RPA Bot Runner license renewal by streamlining infrastructure and optimizing BOT schedule. 2. Stabilized and revamped RPA BOTS to ensure stable environment, optimized schedule run, automated BOT monitoring and zero outages Q-o-Q since Q2 2021. 2. 98% optimization of customer complaint handling and resolution via enhanced automation and OLA with 3rd parties.

* End to end governance accountability, oversee operations of Network Operations Center (NOC) to ensure its stability, quality, effectiveness, efficiency, and timely escalations for fault reporting and management reporting* Develop recovery measures and ensure efficient management of multiple infrastructures and system and services monitoring, drive continuous improvement initiatives as well as evaluate and ensure the effectiveness and timeliness of the production tracking and reporting* Drive recovery of critical outages through Incident Management process and ensure end to end investigations via task forces are established and final fixes are delivered via Problem Management process * Establish governance model for Customer Problem Management and lead MSP to ensure problem tickets are being attended promptly, with quality and followed through as per the contractual SLA* Lead and deliver the continuous improvement program within telco product stream and processes, NOC way of working and BAU practices. Work with MSP team on automation on performance alerts via dashboards to improve monitoring, early detection and analysis* Responsible to ensure capacity and system readiness for festive seasons/special events and key person is ensuring business continuity management for NOCAchievements & Initiatives as a NOC Manager1. Setup business continuity management framework to facilitate Work From Home setup during Covid-19 pandemic with minimal interruption to NOC Operations. 2. Spearhead RPA initiative with MSP to fastrack customer complaint handling with the objective of quality resolution, FCR, reduced TAT and lower reopen incidents of the same nature. 3. Oversee the IT scope transition and knowledge transfer from one MSP to CDC IT Partner

Main responsibility is to lead, plan and drive projects, acting as business lead in all aspects of project development lifecycle – from concept initiation, requirements gathering and scoping, user requirement specification (URS), RFX processes, user acceptance test (UAT), product launch and business readiness• Translate stakeholder requirements into different tangible deliverables such as functional specifications, use cases, user stories and process diagrams • Accountable throughout the business process completion from the Product Requirements Document in Agile/Waterfall project model, product and system testing prior to roll-out • Lead to ensure excellent customer experience for products launched by piloting customer journey, user centric design and user acceptance tests• Manage project dependencies, track project milestones and deliverables. Proactively manage changes in project scope, identify potential crisis, and devise contingency plans for risk mitigation in order to meet the delivery objectives in the roadmap within cost and timeline • Manage end user training and eventual product rollout by ensuring business processes and life cycle management requirements are documented and signed off by relevant stakeholders • Primary business interface to technology team, customer service and IT support teamAchievements & Initiatives as a Senior Business Analyst1. Business lead for Digi and Telenor Asia for BSS project. Successful completion of technical and business requirements normalization and simplification, GFA process for vendor selection for BSS system. Govern overall business process, alignment to business capabilities roadmap & IT architecture, inter dependency with other projects, exploration of potential new revenue and overall OPEX reduction.2. Feasibility lead for Flexi GST 1.0 and reduced CR to platform vendor to $0 by simplifying requirements and all configurations were done in house. GST 1.0 was delivered on time with zero defects.

Primary job responsibilities in managing overall project are: • Develop integrated project plan with elements such as scope document, deliverables, resource planning and project scheduling • Coordinate, implement and execute projects while ensuring consistency with customer commitments and goals • Ensure that the project team understands all aspects of the prime contract relating to their respective responsibilities• Work with team members towards achieving the targets and conduct timely review to evaluate project status while ensuring team and individual KPIs are met • Directed the hiring of project team members for Telematrix project • Implemented Employee Coaching and Mentoring Program to increase stickiness and productivity of team

Project lead for Global & Regional Accessory Development in Penang. Diverse responsibilities which include manage resources, project deliverables, budget, product certification and compliance. Key tasks in leading and managing projects include: • Leading and managing product development inclusive of evaluating marketing requirements, drafting technical documents, GSM product certification, regulatory compliance filing and technical testing and commercial trials• Key liaison between project team and stakeholders including marketing, business, vendors and customers• Accountable for meeting project quality goals and ensure product compliance with required laws and regulations • Manage project timeline with vendors. Ensure vendor deliverables meet the customer specifications • Coordinate solution buyoffs for product requirements which are not in the initial project scope • Mentor and provide guidance to team members in carrying out their responsibilities for project milestone achievement • Perform risk planning, risk assessment and risk mitigation planning Career Achievements & Initiatives 1. Pioneer for the Fastrack Program and systematized and documented Fastrack Standard Operating Procedures. Recognized for high achievement of completing a total of 30 projects via Fastrack within 5 years with each project revenue forecast being more than USD1M. 2. Develop relevant methodology for brainstorming in relation to lean management, improving project cycle, cost reduction and accessories designs. Design and provide training for team members on presentation skills. 3. Identify and organize various programs beyond job requirement. Successfully organized teambuilding and patent drive programs within own department and cross-functional departments for the year 2007-2010.4. Implemented 5S system, talent acquisition program and employee recognition program.