Kartik Malik Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Information Technology Executive with over 14 years of extensive experience in IT business engagement, Service Delivery, and Infrastructure Support across ASEAN as well multiple industries. Well-rounded background with breadth and depth across the entire IT landscape covering digital platform banking, digital transformation, telecommunications, cloud design & operations, information security and data center operations. Exemplary leadership skills with high level of interest in building and developing people while scaling organizations. Skilled in leading cross-functional teams, aligning IT strategies with business objectives, and implementing best practices in ITIL and other IT service management methodologies. Excellent oral and written communication skills across multiple languages (English, German, Hindi)

Makati, National Capital Region, Philippines

Roles & Responsibilities:• System resource monitoring• System capacity and performance optimization• Back up and tape out process management• Access Management• Asset Management• Change Request/Service Request fulfilment• Operational reports management• Monitor network to partners and regional uplinks• Network capacity and performance management• Cable management• Operational reports management• Manages, hires, monitors, evaluates, coaches and enhances the performance of IT staff• Managing IT Helpdesk in accordance with internally developed SLAs• Overseeing the administration of the Datacenters, WAN, including compute layer, storage layer, and network layer.• Manage and coordinate projects related to application migration and upgrades• Maintains and enhances corporate telecommunications strategies• Researches, recommends and implements strategies and/or hardware/software enhancements to increase employee productivity• Defines standards, guidelines and quality assurance with respect to IT deliverables.• Work with various internal organizations to define and accomplish financial objectives, including forecasts, budgeting, and trending analysis.• Problem & Incident Management

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Responsible & Accountable to drive L1 operations smoothly along with vendor management. • Present Operational activities in weekly meeting with COO• Review of SLA report published by vendor• Identifying the areas of improvement• Analyzing the Tickets being raised to L1 team and raising incident to get the issue fixed• Automation of reports which are being requested every month• Work as a bridge between vendor and client• Enabling L1 team• Review of SOPP• Maintaining a Knowledge Base where all the SOPPs are available

Kuala Lumpur, Malaysia

Acting lead role accountable for maintaining key business applications and systems. Partner with senior leadership to guide short- and long-range technology planning. Serve as vital resource for Billing team, overseeing daily support operations and providing assistance on complex trouble tickets. Cultivate and maintain relationships with IT vendors.Selected Accomplishments …- Successfully reduced number of open tickets of Billing issues and reaching 100% SLA.- Main contact of cross-team for issues occurred related to Billing dispute.Delegating tasks among IT Vendor resources and involving in the process technically to speed up solving major issues occurred in the system.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation of YCMS Portal system. Performed security administration functions for user, data, and remote access.• Played an instrumental role in SIT/UAT for every new CRs and Bugs in Yes Portal.• Coordinating with the OBRM Team (Oracle Billing and Revenue Management) and Infra team for the better quality functioning of the application and to provide the qualitative solutions.• Resolve the payment issues in Yes Portal and performed payment reconciliations.• Developed step-by-step SOP to ensure a seamless transition following technical operations and application upgrades.

India

Performed troubleshooting, technical support, and maintenance of system using IET Ticketing Tool. Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues. Selected Accomplishments…- Performed incident classification and provided RCA.- Developed step-by-step SOP to ensure a seamless transition following technical operations and application upgrades.Monitoring dataflow as daily operation task using Nagios Tool.3/2010 to 5/2010, Frankfurt, GermanyReceived 3 months of Process Transition experience in dataflow of top 3 German banks.Selected Accomplishments…- Quickly learned business process and master proprietary applications.

New Delhi Area, India

Providing customer service for the US based products to the US and Canadian customers. Troubleshooting and upselling company products.Selected Accomplishments…- Demonstrated outstanding customer services skills, consistently receiving high rating on client satisfaction surveys.

Master Of Computer Applications - Mca, Computer Applications

Bachelor Of Computer Application, Computer Science

Education record