Leadership role for compute operations in a region. Accountable for safety, security, availability, scaling, costs and efficiency of the department.

Accountable for the global delivery of the Service Desk, Local Support and IT Experience Centers for a Belgian Financial Telecommunications client. Overseeing teams of dedicated professionals from 9 locations in 6 countries.Managed the successful deployment and user adoption of the Knowledge Centered Service that advocates customer self service enabling IT support cost reduction, increased user efficiency and high user satisfaction.Customer / User Satisfaction makes the… Show more Accountable for the global delivery of the Service Desk, Local Support and IT Experience Centers for a Belgian Financial Telecommunications client. Overseeing teams of dedicated professionals from 9 locations in 6 countries.Managed the successful deployment and user adoption of the Knowledge Centered Service that advocates customer self service enabling IT support cost reduction, increased user efficiency and high user satisfaction.Customer / User Satisfaction makes the difference, the team constantly achieved an average Net Promoter Score of 60 with a high of 77, pointing towards world class service.Responsible for vendor and partner deliverables while managing the profit and loss of the account, constantly achieving commercial contribution targets. Show less

Accountable for the Managed Services (Global Service Desk) delivered out of the Selangor’s Service Centre (150 team members) and the partner’s Service Centre in Dalian, China (50 team members).Established 5 focus pillars Strategic, Learning and Development, Compliance and Governance, Tools and Processes and Operations to ensure continual service improvements and sustained operational performance.Managed the cost center and people matters for the department ensuring… Show more Accountable for the Managed Services (Global Service Desk) delivered out of the Selangor’s Service Centre (150 team members) and the partner’s Service Centre in Dalian, China (50 team members).Established 5 focus pillars Strategic, Learning and Development, Compliance and Governance, Tools and Processes and Operations to ensure continual service improvements and sustained operational performance.Managed the cost center and people matters for the department ensuring commercial targets are met and people (our assets) are taken care of both from a HSE and Learning and Development perspectives. Show less

Accountable for the Operational Delivery of the International Service Center Kuala Lumpur. ▪ Dedicated Service Desk▪ Shared Service Desk▪ Major Incident Management

▪ Deliver 24x7 operational excellence in the areas of Microsoft Windows / Linux / Unix / VMware infrastructure hosting to the customer Royal Philips Electronics of the Netherlands.▪ Accountable for 80 staff fulfilling the Service Level Agreements (SLAs) for more than 3000 assets in the APAC and AMEC regions.▪ Responsible for departmental budget. Include variables and complexities such as organizational changes, facilities changes, operational changes and proposed projects.▪ Manage… Show more ▪ Deliver 24x7 operational excellence in the areas of Microsoft Windows / Linux / Unix / VMware infrastructure hosting to the customer Royal Philips Electronics of the Netherlands.▪ Accountable for 80 staff fulfilling the Service Level Agreements (SLAs) for more than 3000 assets in the APAC and AMEC regions.▪ Responsible for departmental budget. Include variables and complexities such as organizational changes, facilities changes, operational changes and proposed projects.▪ Manage offshore teams from preferred vendor. ▪ Introduce and analyze Business Intelligence theories, methodologies and practices with the Business Operations team.▪ Vendor management, ensuring the vendor delivers are within the contracted SLAs. Show less

▪ Deliver 24x7 operational excellence in the areas of Linux / Unix / VMware infrastructure hosting to the customer Royal Philips Electronics of the Netherlands.▪ Continuously enhance service delivery by closely working with links of the service chain (Service Delivery Managers, Service Line Operation Managers, Global teams).▪ Vendor management.▪ Technology Asset management.▪ Business intelligence via data mining and reporting.

Shell outsourced infrastructure hosting to T-Systems. Roles and responsibilities remained the same as I transferred to T-Systems.

▪ Engineered the Global Linux Image for Shell Exploration and Production (EP), delivered standardization and regulatory compliance.▪ 3rd level support, assisted Level 2 run and maintain teams.▪ Problem management for structural issues.▪ Release management for components within Shell EP’s Linux infrastructure.▪ Technical lead for the Red Hat Enterprise Linux 5 global image for Shell EP.▪ Technical lead for the Red Hat Enterprise Linux 4u7 global image for Shell EP.▪ Lead… Show more ▪ Engineered the Global Linux Image for Shell Exploration and Production (EP), delivered standardization and regulatory compliance.▪ 3rd level support, assisted Level 2 run and maintain teams.▪ Problem management for structural issues.▪ Release management for components within Shell EP’s Linux infrastructure.▪ Technical lead for the Red Hat Enterprise Linux 5 global image for Shell EP.▪ Technical lead for the Red Hat Enterprise Linux 4u7 global image for Shell EP.▪ Lead subject matter expert for the Red Hat Network Satellite infrastructure. Show less

▪ Lead for 10 Red Hat Network Satellite subject matter experts.▪ Deputy shift lead.▪ Global 24x7 run and maintain operating systems support via incident management.▪ Proactive infrastructure maintenance and ever greening via problem and change management.

▪ Lead for the Asia Pacific support and field engineering team for the mobile Missed Call Alert product.▪ Solution deployment, on-site testing, implementation and troubleshooting.▪ Jointly responsible for the solution’s roadmap and enhancement.▪ Bridge between Development, Engineering and Products division.

Team Lead for the E-Business unit in software architectural design, product milestones and roadmap.