Jeff Chai Email & Phone Number

Malaysia

1. Professional and provide leadership for all IT Service Units in Asia Pacific (APAC) region 2. Building a personal relationship with key management staff3. Coordination on all IT Service Units in APAC region4. Coordination and management of external service providers5. Become the first contact point for the PERI management in APAC region6. Ensuring that PERI offices in 12 countries within APAC region comply to the implementation of IT standards7. Ensuring successful service delivery - SLA / KPIs achievement and high level of users satisfaction8. Monitoring overall performance of services9. Ensuring good communication around issues and opportunities 10. Collaborating with senior management on user management and growth11. Ensuring operations teams are aware of changes and are prepared12. Following up and working with the users and operations teams to identify and manage service improvement activities13. Removing all obstacles to user satisfaction and pulling in additional resources when needed14. Providing service reporting and sponsoring operation meetings15. Ensuring successful implementation of project rollouts in PERI offices in APAC region16. Providing development of the team members with trainings, workshops and individual designed education programs. 17. Providing development and monitoring of the spending within the budget18. Adhere to IT best practices / IT standards as defined by the PERI Group IT

1. Provide a single point of contact for Infrastructure Service Delivery and Service Deskto the Customer2. To engage and manage project during transition period from previous vendor to IBMDatacenter from Infrastructure perspective.3. To plan, identify and purchase suitable hardware that meets customer's requirementsand within budget.4. Identifying and mitigate project risks5. To develop and prepare proper project plan schedule with technical team leads andmembers.6. To ensure technical members adhere to process to avoid audit issues.7. Ensure continuous communication and coordination with customer in the event of ahigh focus incident/ major incident along with ensuring seamless communicationsbetween customer & the technical resolver groups8. Provide leadership and direction to Delivery team9. Handle Operational Issues related to Datacenter.10. Plans, facilitates & coordinates service improvement measures11. To ensure and maintain good customer satisfaction level.12. Monitors service delivery performance with established governance13. Ensure agreed SLA is maintain and achieve at all times.

Incident and Problem Management:1. Manage any high severity incidents (severity 1 and 2) under Mainframe management2. Prepare Monthly report for Incident and Problem Management3. Prepare Incident Report(IR) and Root Cause Analysis(RCA) for Infra related incident4. Tracking all RCA action items and to ensure closure/completion within the agreed time as stated in RCA report5. Ensure IBM Mainframe team follow all Incident and Problem Management processes to avoid any SLA penalties6. To initiate and create processes with customer's agreement to ensure incident and problems are managed well and without much conflict.Change Management:1. Review WO for Mainframe related changes2. Managing requester to ensure they meet the Change Management Guideline and provide action plan/training for those repeated issues/errors to the requester.3. Prepare Monthly report for Change Management

• Managing and utilizing resources effectively within the pool.• Provide guidance, training and building a new team to deliver for Software Platform Management Services, Packaging and Imaging Services in IBM Malaysia.• Establish successful communication between global accounts and IBM Malaysia for transition and support.• Provide knowledge and training on application packaging, application virtualization, image creation/modification and deployment, and software distribution.• Promote standardization of processes within the pool and working closely with the Manager• Ensure implementation of global best practices across accounts within the pools• Ensure quality check compliance.• Planning and scheduling operation.• Help for business support the control and audit process• Support new engagement by reviewing account PAW, CTAM, SSOW and baselines.

• Provide technical support on critical and complex tasks to the teams in the pool• Involve in problem solving and providing guidance to the team member on complex problems.• Conduct daily huddles and participate in account meetings• Continually propose changes to improve packaging and imaging quality and productivity for account(s) in scope• Build and maintain good relationship with the client and account team• Develop subject matter expertise for account specific knowledge within my team members • Develop skill levels within team members to enable cross skilling in supporting multi account.• Work with the team members to identify skill gaps and skill development needs.

• Create software application (MSI), data setup.exe packages and scripts using standard IBM SPMS processes and toolsets (e.g. Installshield) in respect to customer approved processes, toolsets and environments. • Develop software packages based on customer requirements and perform test according to customer test plans.• Resolve complex program dependency issues arising as a consequence of software packaging and integration. This includes versioning, software interoperability and network issues.• Development and Maintenance of Base Operating Environment (BOE) and Base Operating System (BOS), as requested by the Task Coordinator to meet client specific projects and/or maintenance schedules• Maintain high level knowledge of new products, version/releases, patches and other relevant product information and communicate any new findings to the SME for distribution to appropriate parties.• Accountable for completing work assignments within a specific timeframe to meet or exceed business objectives

• Provide IT assistance and support to end users (e.g. printers, applications & etc.)• Install, configure, administration and maintain IT equipment (desktops, laptops, printers and network peripherals) • Support/troubleshooting including the diagnosing of hardware and software failures or problems • Procurement and setup of new IT equipment• Performing cloning and machine deployment

• Assessing incidents and taking appropriate action; Analyzes open incidents for matching symptoms and multiple occurrences• Tracks calls to ensure timely response (in accordance with Service Level Agreement). • Assist operation team by coordinating all active incidents that are owned by HP team, ensuring that all tickets are closed successfully within SLA commitment; Be responsible for triggering Alert Notification to pre-defined parties based on SLA criteria• Be responsible for escalating over-due tickets to relevant parties for closure• Ensures the status, progress, and history of the incident/request is up to date and correct• Provides communication to the end user on the progress and status of the incident “as needed”• Monitoring the incident management system for incidents that are Unassigned, No activities or Reaching SLA threshold• Responsible for all daily and ad-hoc reports required by SD Mgr / ADM • Quotation and Vendor Management• Responsible for daily tracking report

• Initiate new user’s problem/query in OVSD and ensure ticket number is issued to user at all times• Perform 1st level troubleshooting to resolve user’s issue• Execute 1st call resolution if possible• Respond to user’s email within 1 hr upon receiving them• Provide meaningful resolution to the user’s problem / provide useful information to the user’s queries• Provide meaningful isolation to user’s problem and ensures OVSD is updated accurately before escalating to another teams for resolution • Proactive gathering of status update for all escalated cases and updates to user• Make sound judgment and invoke operation escalation based on user’s business criticality / environment or user’s VIP status• Ensure closure of all calls with customer service quality in line with SLA commitment • Comply to all customer service standards and professionalism when communicating with user• Comply to all pre-defined workflow, processes and procedures• Generate daily, weekly, monthly or any other ad-hoc reports required

• Perform data backup and transfer for user• Perform PC refreshment• Migrate from OS old version to new version • Ghost image and restore image• Perform network settings and ping network• Join domain and configure user settings• Perform Radia client installation• Configure and install banking application