Khaula Hassan Email & Phone Number

Petaling Jaya, My

Malaysia

Malaysia

Selangor, Malaysia

● Managing a technical team that part of Managed Services Department in Singtel Optus. Involves in managing the team’s daily operation, performance reviews, individual development plans and employee engagements. ● Provides leadership and coaching to peers and direct reports within the department.● Supporting various Network, Security and Unified Communications solutions that offered to all the Optus Business enterprise customers. Ensure that agreed SLA is met in each incident or request. ● Act as First level of escalation (24x7) for all operation teams in Malaysia office. Participates in all high priority issues and escalations, efficiently communicate with all stakeholders to provide latest updates. ● Involve in recurring meetings with account teams, customers, vendors and other stakeholders to identify gaps to improve the services offered. ● Successfully cleared previous team backlog approximately 200 tickets within 1 week after handover.● Successfully reduced the YoY high priority tickets assigned to the team. ● Setting up team’s KPI and goal using SMART model to align with Company’s vision and strategy. ● Support the team with HR related matters. Participating in hiring process by doing interview and maintained 0% attrition in first 2 years. Closed the recruitment target within the deadline. ● Received Spot Award after successfully created and implemented whole robust reward and recognition program that involves all staffs. ● Prepared multiple and continuous service improvement plans across business functions using LEAN and Six Sigma framework.● Participates in AOP planning, managing the opex and capex within technical operations department. ● Build the department strategies to align with the company’s direction.

Putra Jaya, Malaysia

Managed a team of Level 1 & Level 2 Network Support engineers. Act as first escalation point and responsible to provide persistent updates to stakeholders during major incidents. Involved in Post Incident Review with all stakeholders. Contributed in Change and Incident process improvement plan guided by ISO 27001 in order to provide better support to our customers. Managed operational expenses and budgets to maximize company’s revenue.

Kuala Lumpur, Malaysia

Managed network team to provide network support to internal ING users. Providing day-to-day support and project involving ING network. Providing network consultation to management for all network upgrade related issues. Suggested network solution to ING that save the company’s budget. Participated in pre-migration and network redesign of ING to AIA infrastructure. Involved in ING migration into AIA network during company restructuring. Managed routers, switches, F5 and firewalls. Involved in vendor management to ensure ING getting the right support from all vendors.

Cyberjaya, Malaysia

Providing network support to HP dedicated customer, worked closely with Cisco TAC when required. Promoted to Level 3 network support after 6 months. Involved in intensive troubleshooting of routing and switching during escalations and high priority incidents.

Cyberjaya, Malaysia

Seri Kembangan

Obtained my CCNP and CCDP , 6 months after graduating. Lead technical team with help of management to deliver multiple network projects.

Master Of Business Administration (Mba)

Education record