Kim-Hoong Ng Email and Phone Number

Responsible to lead an energized team with mixed levels of experience and talents to drive operational reliability for Hilti Global IT.

KEY RESPONSIBILITIES:- End-to-end responsible for the service provision of the entire assigned service chain (SAP and Non SAP). - As operational interface to Service Delivery Manager (SDM) for the commissioned scope of services.- Coordinates, manages and monitors the workings of various departments providing the underlying technical components.- Involve in major incident escalation, facilitate technical calls/sessions until incident resolution.- Support and advise the SDM regarding the commissioning and cost optimization.- Foster good rapport with other SC OPMs and SL OPMs to enable quick resolution of escalated issues and to facilitate new implementations in their relevant customer landscapes. - Proactively liaise with third party support organizations and internal support teams to ensure maximum service availability via the timely resolution of incidents and problems, and the successful application of changes. - Driving towards standards, optimizing service offerings, their cost and supportability with maximum transparency and support from own organization and businesses where possible.- Business Support – possess detailed knowledge and understanding of how particular service chains support business processes.- Technical Expertise – have a thorough background and experience in technologies relevant to the service chain, such as applications, languages, databases, operating systems and communications. - Understands and utilizes organizational processes- Well versed in security, system performance, troubleshooting, clustering, and scripting.

- Responsible for service delivery / service chain / combined services for his delivery order on basis OLA.- Coordinates, manages and monitors the workings of various departments within the organization.- Reviews financial statements and data. Utilizes financial data to improve profitability. Prepares and controls operational budgets. Plans effective strategies for the financial well being of the operation.- Improves processes and policies, in support of organizational goals. Formulates and implements departmental and organizational policies and procedures to maximize output. Monitors adherence to rules, regulations and procedures.- Plans the use of resources. Establishes functional structures. Delegates tasks and accountabilities. Monitors and evaluates performance.- Coordinates and monitors the work of various departments involved in production. Monitors performance and implements improvements. Ensures the quality of services. Manages the quality of services and provides operational support where necessary.- Monitors, manages and improves the efficiency of provided services. Facilitates coordination and communication between support functions.- Manages customer support. Supports sales activities with SDM.

KEY RESPONSIBILITIES: IT Service Management:- Responsible and accountable to deliver the highest quality of 24x7 SAP system support to some of our company's top priority global customers and APAC customers within Service Level Agreement (SLA) via the defined ITIL processes. - Report operations topics and make decision on behalf of the operations team to higher management and customer. - Handle both customer escalations and internal management escalations. - Work closely with Service Delivery Management team to meet customer’s expectation apart from SLA compliance. - Involve in billing the customer and produce additional revenue to the management for out-of-scope tasks. People Management - Full responsible for resource management of 25-35 headcounts, with special attention on 24x7 shift engineers. - Responsible for hiring and talent acquisition, followed by onboarding and coaching new staffs until the staff was able to work independently in the team. - Mentored and motivated the team, especially whenever there was a high work pressure or undesirable events. - Maintained work-life balance in the team by having a fair and predictable but yet, flexible shiftplan, being able to approve emergency short-notice leave or long leave application, sending staffs for trainings without resource constraint and enabling the staffs to attend company activities. - Played active role within management team to decide the team organization to meet the company's expectation in headcounts or finance. - Responsible for staffs performance review and promotion process, as well as handling low performers and improvement program for them, followed by consequence management if required.

- As the single point of contact for the whole team of the shift, especially when Team Leader is not in the office.- Reporting and making decision on behalf of the team to higher management.- Handling both customer escalations and internal management escalations.- Heading both technical calls and management calls during crisis handling.- Ensure the ITIL compliance within the team as part of Incident, Change and Problem Management Coordinator roles.- Assisting team leader in planning and executing enhancement and improvements within the team.- As part of a team consisting of Operations, Management and Service Delivery to handle customer’s special needs such as Mass Change, Projects, special requests, etc.- As part of Operation team when there is a shortage of resource.

- Monitor and maximize uptime on customer systems.- Troubleshoot and support incident and problem tickets logged in our ticketing systems.- Coordinate all customer request and change and implement them.- Ensure customer’s SLA is fully met.- Responsible for system handovers after migration from previous vendor.- Chair meetings with customers and other teams in weekly basis.- Generate weekly & monthly reports for team performance and incidents.- Perform Root Cause Analysis (RCA) for major issues and system outrages. - Observe and ensure ITIL and SOX compliances within the team.- Responsible for Auditing activities.- Guide and mentor junior engineers.

- Supported SAP customers within BASIS area of expertise.- Major areas of support are Oracle, Upgrade, Installation, Client-server technology and Root Cause Analysis (RCA).- Handled customers for Business-Critical Scenarios- Communicated with customers via tele-conversations to facilitate the support processes.- Involved in Global Support operational process, such as monitoring, controlling and managing the process. - Involved in onsite assignments in SAP USA such as BackOffice and Taskforce teams for critical issues.

- Researched and conducted lectures and tutorial classes in various IT subjects.- Supervised, assisted and assessed students’ final year projects.- Promoted and marketed the college in various education and career exhibitions.- Acted as supervisor roles for programming subjects and E-Commerce with more than 5 lecturers as my subordinates.