Appointed as the Head of IT Engagement and Delivery for Market Area South East Asia, Oceania and India (MOAI).Key responsibilities include:- Provide leadership in the execution of Enterprise IT strategy that aligns with and advances the business objectives in the Market Area.- Engage, collaborate and partner with senior executives and stakeholders to drive business value through digital transformation initiatives, ensuring IT is a key enabler of business productivity, growth and innovation.- Build, manage, and mentor a high-performing IT Engagement and Delivery team that provides strategic business engagement, tactical steering, and operational oversight of Enterprise IT Delivery across the Market Area.- Ensure IT products and services utilized in the Market Area meet Ericsson’s IT Security and Information Security standards, securing the confidentiality, integrity, and availability of our digital assets.- Oversee the financial aspects of the Enterprise IT in the Market Area, including budgeting, forecasting, and strategic planning of investments. Evaluate cost structures, monitor expenditures, and ensure IT initiatives deliver value and positive ROI while aligning with the company's fiscal strategies and goals.

Accountable for the following delivery areas:IT Business Relationship Mgmt, IT Risk Mgmt, IT Patch & Vulnerability Mgmt, IT Access Mgmt, IT Business Continuity & Disaster Recovery, IT Crisis Mgmt, IT Service Level Mgmt, IT Configuration Mgmt, Foundation Data Mgmt, Reporting & Analytics.

Appointed as Global Delivery Lead (GDL) for the Prioritize & Escalate unit within the IT Operational Control MoF organization at Ericsson. I am responsible for the overall Service Delivery and Line Management of the global team. The Prioritize & Escalate unit covers the following functions and domains:- IT Escalation Management- IT Crisis Management- Business Relationship Management- Business Continuity Management

Taken up additional responsibility as the Global Delivery Lead for Plan & Control in IT Operational Control MoF on top of my existing role. Areas of responsibility include Change Management, Release & Deployment, Capacity Management and Availability Management.

In additional to my existing role as Global Delivery Lead, appointed as interim BCM Lead to establish the Function within IT SECOPS Mgmt oF unit and prepare the unit for the ISMS ISO27001 external audit. No non-conformity identified.Key responsibilities:- Work with the Group IT BCM driver and lead the implementation of BCM for BCA IT Process in accordance to the BCM Framework and ISMS audit requirements.- Build and lead a BCM team of supporting functions, site responsible, and BCM incident managers. - Perform Business Impact Analysis and Risk Assessment for BCA IT Process. - Review and update current BCM documentation as preparation for the upcoming ISMS recertification audit. - Contribute to the preparation for the upcoming BCM and Crisis Management tabletop exercise as part of the Ericsson BCM Cyber Resilience Project.

Currently heading the IT Escalation & Crisis Management Function within the IT Security and Operational Control organization at Ericsson. I am responsible for the overall Service Delivery and Line Management of the Global Escalation Management team with employees located in U.S.A, Poland, Malaysia and India.

IT Escalation Management within the Ericsson organization.Selected by Ericsson to be part of the organization during the insourcing of IT Service Management organization. I am now also a part of Ericsson's IT Crisis Management Task Force - a function that consists of Escalation Management and Senior Management members across various groups within the Ericsson IT organization.

Handpicked by the ITTE SD Operational Control leadership team for a Global Rotational Program.Visited and worked with several R&D IT Hubs in Ericsson globally. With lean and agile ways of working, the R&D IT hubs are accessed by R&D engineers globally for software development that covers the entire product portfolio of Ericsson, including Circuit and Packet Core network, IP Multimedia System, OSS/BSS, TV & Media. Objectives:• Act as an ambassador of the IT Operational Control organization and be closer to the business. • Build and maintain relationship by working closely with the business. Create, nourish and extend a professional network that can increase the performance of Operational Control.• Gathered knowledge on the R&D business units and their respective business activities, processes, IT environments and their ways of working (Lean & Agile). • Identified pain points of the business units and initiate proactive improvement plan to address them.• Built competence and secured R&D subject matter expertise within the IT Operational Control organization by establishing a community of practice.

As the Global Escalation Manager and consultant for the Ericsson Account, I was responsible for managing formal escalations across all four core processes (Incident, Problem, Change and Configuration Management). This comprises the command, control, coordination and communication for the most critical and complex issues escalated by the customer. In every formal escalation, I lead application and infrastructure technical teams in a cross-functional and multi-supplier environment to effectively restore business critical IT services. Since our customer has outsourced IT to multiple suppliers (HP,IBM,TCS,SAP,BMC,Accenture,F5 etc), I was responsible to manage them and ensure all suppliers work together as ONE team during an escalation. Essential duties and responsibilities:• Direct leadership and facilitation of restoration efforts. Act as the customer advocate during the escalation process.• Obtain resources, build and lead the escalation team. Involve experts within or outside of the organization as necessary when the escalation team lacks of the required competence.• Manage multi-supplier support teams to work as ONE team to develop technical action plans, contingency and customer communication plans as needed.• Take ownership of cases that are escalated by the customer, or cases that have breached the service level agreement. And when a critical IT service outage occurs that severely impacting the business with potential financial loss, proactively take over the Incident/Problem and handle it as a formal escalation immediately.• Mentor and coach a team of Incident managers and problem managers on strategies and skills for effective handling of cases. (Escalation prevention)• Monitoring Incidents that are being handled by Incident managers and take steps to proactively address the issues when they aren't progressing.• Observe and report if there’s any process violation to the Process Excellence Manager or Process Owner for process adherence and improvement.

Appointed by the APJ Service Management Leader to step in as Interim Quality Champion for the Service Management organization in the South East Asia Sub region. Main goals include the establishment of the Regional Workgroup Handbook, Service Capability consolidation, driving Service Delivery Excellence and preparation for upcoming ISO 9001 audits.Key responsibilities:- Development and maintenance of the WorkGroup Handbook and other documents and forms registered in the quality system. - Actively championing the quality cause and consulting on quality initiatives within the Service Management organization. - Coordinating, planning and/or undertaking Process Audits.- Providing advice to local process owners on strategies for addressing non-conformances. - Verifying and clearing Audit Findings and Process Improvement Notes (PINs) once processes have been modified and implemented. - Coordinating the effort to ensure that the workgroup handbook and procedures remain current and effective. - Act as point of contact between SEA Service Management Organization and Asia Pacific Quality Assurance Group (QAG) on quality-related issues.

Worked for Ericsson as a consultant throughout my whole tenure at Hewlett-Packard Enterprise Services.

Responsible for the management of Critical Incidents in a global and multi-supplier environment. Besides service restoration, I also performed post-mortem analysis for high/top priority incidents with a focus on process and operational improvement.Essential Duties and Responsibilities:• Direct leadership and facilitation of restoration efforts for all high severity and high impact incidents in a 24/7/365 environment. • Manage incident communication across a diverse audience including Ericsson and its other IT Suppliers (HP, IBM, TCS etc).• Oversee the post-mortem process for the Incident Management process. Provide output to the Problem Management process when appropriate.• Work with offshored and virtual teams across the enterprise to achieve goals.• Identify the appropriate resources and form a SRT (Service Restoration Team) to resolve critical incidents if the Incident involves several IT suppliers.• Ensuring stakeholders are kept up-to-date with latest information on high priority incidents.• Liaison with problem management on detection of potential trends and initiate changes to drive down repetitive incidents.• Responsible for developing and maintaining key relationships with service desk, infrastructure teams, application teams and business partner stakeholders.

Took up an additional role as Regional Complaint Manager for the Ericsson Account on top of my existing responsibilities.Responsibilities:• Regional contact in Asia Pacific for the complaint management process.• Complaint investigation and formulation of corrective actions for service improvement.• Direct follow up with the customer with the aim of improving customer satisfaction. • Proactively drive customer satisfaction improvement activities to ensure CSAT score is comparable or higher than the survey result performed externally by the customer with Gartner.

Worked as the leader for the Incident Custodian team in APAC region. Main responsibilities include the handling of escalation and enforcement of process adherence in end-to-end Incident Management. I was also a member of the global core team pioneering the implementation and execution of IMPACT (Incident Management Process Adherence & Categorization Tool) in the Ericsson Account.Essential duties and responsibilities:• Ensure Operational processes & procedures are adhered to for Incident Management. Currently managing the process adherence for all IT suppliers for Ericsson account. (HP,IBM, TCS , BUGS etc)• Handle escalations for low and medium severity incidents and drive case towards resolution.• Conduct escalation meetings across organization is required.• Handle escalations for low and medium severity incidents and drive case towards resolution.• To ensure incidents (cases) are resolved by delivery teams, and to escalate to Operations Leads or Managers when required.

Remote and Onsite IT Support. Assignment based.