• Knowledge and skills within Service Now and HP SM9 tools• Owner of the Incident, Change, Problem, Release management Service Level and Escalation processes within the domain, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.• Participate in weekly Change Approval Board meeting and drive change process as request.• Serve as the local focal point for the design, planning, deployment, support and monitor of IT Cloud Infrastructure (private cloud) solutions and services.• Agile competencies: having a growth mind set, aligned operational boundaries between processes and production demands• Exhibits servant leadership behaviour, self-aware leader and a flexible team-player in a multi-cultural environment.• Face to the business for operational services and the initial single point of contact and escalation for operational service issues.• Regular service delivery reports to IT management and business clients are issued• Reduced process lags and effectively trained team members on best practices and protocol.• Developed and oversaw strategies for improving operational efficiency and accuracy.• Cultivated and strengthened relationships with customers, vendors and internal stakeholders.• Conducted associate focus groups to gather personnel feedback, address concerns and establish rapport across team members and leadership.• Drove solutions to predominant operations issues by identifying areas of deficiency and performing root-cause analysis.• Lead service reviews with customers to assess performance against KPIs specified in the SLA.• Facilitate and collaborate with IT, business units and others to conduct annual BCP activities such as call tree test, disaster recovery drill, live run test and etc.• Consistently maintain security procedure and standard operating documents related to IT Security Operations covering configuration, patching, troubleshooting guides.

• Responsibility for daily SAP operation delivery. Ensuring the smooth day-to-day operation of the service.• Provide support to operation engineers as a team where specific knowledge is required to resolve operation issues• Committed to ensure attendance of operation engineers to perform daily duties• Responsible to create and maintain monthly operation shift plan• Ensure daily operation meets requirements of SLA• Attend operation technical escalation activities with customer and other required departments• Initiate situation / service at risk and reporting to upper management promptly.• Shift handover reporting between MY sap team and SK sap team daily.• Co-ordinate the activities within the sap operation team to ensure technical issue resolution is being achieved.• Perform technical assistance on issues as required for specific change request and operation issues.

• Administration and consultation for T-Systems client, Shell Global & APAC System.• Handling Business As Usual (BAU) operations for Shell Global SAP Systems.• Hands on experience on conventional SAP and also dynamic services used by T-Systems.• Managing critical SAP business packages for SHELL with over 300 SAP SID's. Also manage small group of SAP engineers under the same business packages such as TMS, GRC, Financial, Exploration, Portal, Downstream and Upstream.• Hands-on experience on the latest SAP Products in the market such as SAP ECC 7 (and below), Netweaver, Portal, Solution Manager, XI, BIA, Rev-Trak, ITS and NLS.• Performing day to day operation as per ITIL methodology such as Incident, Change and Problem Management.• Hands on experience on DB Refreshes, System Copy, support packages upgrades, DB verify, Printer setup, Spoc Security• Experience in administrating on databases such as Oracle, MySQL and MaxDB.• Experience in administrating OS level such as Unix, Linux and Windows platform.• Performing backup using NA Tools, Snapshots and Tivoli Storage Management (TSM).• Managing one of Shell’s SAP account for their financial landscape where I am having six SAP Basis consultants under myself.• Generating daily and monthly reports on SAP systems.• Using Cosima (Remedy based) as ticketing tool & Netcool monitoring system

• Responsibilities on Windows NT 3.5, 4.0, Windows 2000, Windows 2003 Servers on configuration, administration and troubleshooting issues.• IIS (FTP, SMTP, WWW) Configuration and Administration.• Experience in HP & Dell (Blade servers) hardware monitoring and troubleshooting.• Monitors and tunes appropriate systems to ensure optimum level of performance this will including database and application process.• Performing Kernel & User level dump analysis• Implement Secure Channel in NT4 and win2k/2k3.• Experience in a client-server environment • Administration and monitoring in Microsoft virtual server, VMWare 2.5/3.0 ESX.• Working experience in Microsoft clusters environment and Network load balancing.• Experience in working with SAN and NAS storage.• Working experience in using Microsoft resource kit tools.• Experience in Disaster recovery process and Business continuity plans. • Coordinating project (Wintel support) and transition from multiple location such USA and Europe.• Backup and Recovery administration using Veritas Exec 7.3 & 8.0.

• Responsibilities on Windows NT 3.5, 4.0, Windows 2000, Windows 2003 Servers on configuration, administration and troubleshooting issues.• IIS (FTP, SMTP, WWW) Configuration and Administration.• Experience in HP & Dell (Blade servers) hardware monitoring and troubleshooting.• Monitors and tunes appropriate systems to ensure optimum level of performance this will including database and application process.• Performing Kernel & User level dump analysis• Implement Secure Channel in NT4 and win2k/2k3.• Experience in a client-server environment • Administration and monitoring in Microsoft virtual server, VMWare 2.5/3.0 ESX.• Working experience in Microsoft clusters environment and Network load balancing.• Experience in working with SAN and NAS storage.• Working experience in using Microsoft resource kit tools.• Experience in Disaster recovery process and Business continuity plans. • Coordinating project (Wintel support) and transition from multiple location such USA and Europe.• Backup and Recovery administration using Veritas Exec 7.3 & 8.0.