Ivan Singh Email & Phone Number

Kuala Lumpur, Malaysia

 Act as a Major Incident Manager during Critical Incidents, Crisis, and other broadly impacting events. Managing incident bridge calls, facilitating incident chats with close to real time information, escalation to senior management and driving work-streams to mitigate an incident. Facilitate industry-standard Root Cause Analysis (RCA) exercises as a result of Critical Incidents and initiating the Problem Management cycle. Collaborate with architecture, DevOps, and Infrastructure teams to identify the root cause for recurring incidents and create an action-plans for resolution. Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents or Problem tickets. Record, coordinate, and report on progress of Problem ticket tasks from Post Incident Reviews, and RCA’s. Develop and enrich restoration procedures to mitigate future outages and business disruptions. Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization. Write timely and accurate executive style technical communications. Providing detailed notes of highly visible production issues on a timely basis to senior management. Send executive communications to a global audience providing accurate details of the incident and impacts to the business. Establish metrics and reporting with contributions from ITSM process owners. Define critical success factors and key performance indicators (KPI) for the processes. Track and analyze trends and generate statistical reports. Perform trend analysis to anticipate potential problems for proactive resolution.

Cyberjaya

Performs the administrative tasks necessary to support activities within a process for P1 – P4 incidents.• Coordinates activities for High and Critical Incidents for Networking Services, P1/P2 process.• Monitoring of tickets and taking the actions necessary to meet SLA targets for Major Incident with a priority of “Critical” or “High”, client facing including OVO alert tickets• Initiation of an Emergency Room Process• Initiation of an Emergency change process• Keeping HP Manager Oncall update on Critical & Major incidents• Initiation of Major Incident Process• Initiation of Problem Process for Root Cause Analysis and Corrective Actions• Escalation and Communication point for Major Incidents• Identify process improvements• Deliver chronology of a major incident report to HP Manager On Call and problem management for review• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements.• Responsible for updating the incident status and communicating with the respective service managers or with the ticket requestor.• Determines if an incident needs to be escalated according to priority and severity of issue.• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored

Cyberjaya

Assisted Company: Dah Sing Bank(HK) , Siemens and Standard Chartered Bank(Globally)Responsibilities:Change Management:• Monitoring of the change ticket to ensure that all information is valid and sufficient.• Involve appropriate support team into the change for them to go through and understand their task. (To be approved by support team)• Fully approve change that is already approve by support team and notify the requester and assignee regarding the change is ready to be implemented.• Communicate with clients higher management and SDM's if there is any obstacle during the change implementations.• Sending out daily reminders of tickets that is pending for approvals to support teams involved.• Sending out daily post implementation tickets to requester and assignee stating that the ticket is still not closed.• To convey message to support team via call if there is any last minute change to be implemented.• Hosting of weekly and monthly CAD meeting regarding change tickets.

Cyberjaya

Incident Management:• To maintain process based on ASMM global procedure for the entire infrastructure.• To check with client IT department if there is any Atos involvement in each notification receive via SMS and E-Mail.• To be involve in the bridge call created by client's IT department and patching in Atos Support team that is required by Application team.• To note down full chronology of the entire situation when an incidents occurs.• Communicate with support team from team TCC1 to TCC2 to resolve an incident.• Communicate with Problem Management Team on the total incident that occur daily.• Will be required to work together with SDM and Proximity team to give confirmation on providing access to Datacenter if required by PSS or Vendor if issue arises.• To include all necessary information into SR and Handover to Problem Management Team and Application SDM's. (such as Resumption time, Issue start time and end time, etc)• During the end of shift, will be required to communicate with the next shift incident team on giving the update on incident occurred.• Extract and compile total incident tickets for daily reports to update entire team in Atos regarding total tickets with Problem Management team.

Cyberjaya

Responsibilities:• Communicating with clients professionally to understand their needs and require assistance• Understanding and applying the appropriate steps on specifics IT based Issues• Researching and sharing new troubleshoot steps with the team• Providing monthly Presentation of key performance of the team• Doing monthly Audit of the team's performance• Providing Presentation of newly announce troubleshoot steps• Providing assistance to team mates that is in need of assistance

It Professional Certification, Itil Foundation V3

ITIL Foundation V3

Bachelor Of Science Honours Computer Games Technology, Games Technology