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.

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

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.

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.

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

It Professional Certification, Itil Foundation V3

ITIL Foundation V3

Bachelor Of Science Honours Computer Games Technology, Games Technology