Oversee, manage multiple vendors and external providers of ICT services, work with team members from application and infra teams, to deliver project on time and within budget;• Project Management (Scope, Budget and Schedule) including regular management reporting for maintenance and/or development projects;• Ensure that projects are executed based on the project plan to meet identified business needs within agreed parameters of cost, duration and quality within the System Development Life Cycle (SDLC);• Assist in the procurement of IT systems in a timely manner• Participate and manage in project activities such as Requirement Gathering, Acceptance Testing (User Acceptance Testing, Security Testing, Performance Testing), Training & Implementation;• Review project deliverables. e.g. functional specifications, system test plan & results, user guide, operation manual;• Plan and perform user acceptance testing;• Assess service requests for enhancements and maintenance of systems;• Ensure Service Level Agreements for projects and incidents are met

Manage the client and internal resources, working within agreed project timelines and scope. Ensure quality across all project deliverables and ensure that the right internal staff are used, at the right time, and that adequate testing is performed. Run complex proposals from first contact through to leading the pitch, negotiating the contract and running the new business to project handover. Ensuring clients system issues, requests, outages are resolved within SLAs of the contract term.

• Regional voice lead for Asia Pacific• Regional support for Avaya IPT system and Hosted IP Telephony system(Interactive Intelligence Contact Interaction Centre) in Asia Pacific• Responsible for all aspects of telecom related service request including multi platform, technical support, problem identification and resolution• Ensure proper documentation of operational processes and technical information of telco system• Technical lead for MSI solutions on site projects, to assist project manager to facilitate technical tasks• Vendor management , execution , support model, incident and problem management. Identify designs/ approaches to ensure customer's needs are met. Assists HIPT deployment in the region

Network Engineer• Maintain and administer Avaya Definity PABX, Avaya Intuity AudixVoicemail and FCS call accounting system• Support and maintain EMB Avaya IPT system in Asia Pacific• Provide onsite LAN/voice support, troubleshooting of data/voice networkissues• Implement network projects such as setting up of voice/data network infrastructure, mass relocations projects, hotline callflow implementation(PABX vectoring).• Network administrations including Cisco switch/router administration and DHCP server administration

IT Support Engineer• Provide end user support on desktop issue, printers, barcode scanners and all other IT peripherals.• Provide server and other equipment set-up support to in-country projects with an IT element• Maintain hardware and resolve problems either through personal action or by organizing resolution through a third party• Deploy and commission new servers, including the installation of operation systems and other software• Ensure the functionality and accessibility of all peripherals• Support and establish IT network infrastructure• Network administration and system maintenance• Administration and vectoring of PABX voice system

Information System EngineerMaintained WAN, LAN and other IT infrastructure to support company’s operationsAchievements• Administration of PCs, telecommunication and other related equipment• Liaised with Corporate IT/IS function to provide hardware and software solutions to support the company’s operations and objectives

Associate Engineer (contract)Conducted voice and data network administration and system maintenanceAchievements• Implemented various call flow programming changes on Avaya PABX in SingTel call centres to improve their SLA performance• Setup PABX call routing for new call centres in Malacca