Nirosha Devanathen Email & Phone Number

Subang Jaya, My

Malaysia

Selangor, Malaysia

• Restructured procedures through coordination with Process Owner to create and execute ServiceNow transformation projects. Diversified our intake process to create more transparency and a standard hierarchy of requested work while transition takes place.• Recommended operational improvements based on tracking and analysis to stabilize the predecessor system before transition. • Developed compliance metrics derived from raw company data to track improvements in organizational updates on data efficiency. • Contributed actively of SOX compliance to meet the SLA by 97% on weekly, monthly and annual controls provided by the IT Risk and Controls.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Led the security updates deployment end to end ensuring the success rate complied to over 20k servers - from creating change request, assessing the security updates risks and deploying it to Windows Servers promoting to the server compliances.• Successfully implemented technical changes involving cross support collaboration meeting the SLA and attended the CAB review meetings.• Developed powershell server health check script in production to enhance the proactive readiness of security updates deployment, by engaging the customer virtually and scheduled required meetings via zoom during the pandemic.• Prime contact for monthly Microsoft security updates release and deployment to windows servers. Accountable for all the queries raised and assist the technical project team in monthly deployment.• Eliminated human errors by inventing an ITSM template for monthly security updates deployment, and recognized for being widely used across the teams.• Investigated incidents and operational queries (ITSM) relates to software deployment. Assess the risk of the change/incidents created for the deployment. Evaluate on security updates risk to comply the business requirements.• Supporting the creation and sustainment of a change management practice within and across the business to create operation readiness and engagement.

Kuala Lumpur, Malaysia

• Completing the review within the stipulated Service Level Objective (SLO) time frame. Responsible to escalate to respective support groups if audit trail report is not generated or unusually empty.• Coordinate feedbacks and responses (including complaints) to ensure continuous improvement.• Reviewing audit trail reports as per standard GSM Best Practice guidelines and monitor usage of Privileged IDs as per established review framework. Diligently report all security violations to Security & Control. Ensure compliance with all company policies and procedures. • Ensuring reported events are supported by valid and authorized requests. Appropriate measures are taken to correct identified irregularities or observations.• Classify the identified observations as per established guidelines into the GSM Control Log. Certify established escalation process is followed for unresolved observations.• Conducting monthly exercise on the Suspicious Software Investigation and Unauthorized Software contributing to controls compliancy.

• Involved in solving critical cases in timely manner with high satisfactory of client (CSAT).• Collaborated in delivering the business needs adhering to the change management process. • Engaged with WannaCry crisis and provided global support in freeing from the vulnerability attacks.• Independently implements end user or enterprise infrastructure / application or services of moderate complexity as prepared by more senior technologist in support of more complex solutions. Resolving highly complex technical issues within a given technical area and partners with members of a given team or other IT teams as appropriate.• Proactively searches for issues and provides solutions to prevent problems from occurring in area of responsibility including patch management and independently reviews, implements and verifies highly complex and high risk changes and solutions.• Participates as a member of an Information Technology (IT) technical team or teams, leading a small team of support engineers or application.• Developed and implemented performance improvement strategies and plans to promote continuous improvement.

Cyberjaya

• Assisted various departments with change by communicating new improvement plans and expectations pro-actively.• Maintains, audits and continually improves ITSM change management processes to assure coordinated multi-service provider, change management processes including: Create and process a Request for Change (RFC), Assess and evaluate change, Coordinate change with stakeholders, test change prior to release, authorize and schedule change implementation, implement change, and review and close change record.• Acting as a process owner on the account level assuring that all activities are completed in compliance with Service Management best practices like ITIL.• Evaluate, test, document and review in a controlled and consistent manner.• Preparing and chairing daily/weekly calls in order to monitor workflow to maintain quality of service and minimize the severity impact or disruptions.• Govern, improvise and manage procedures and processes for Change Management.• Integrating new changes into the existing change schedule.

Cyberjaya

• Troubleshooting, optimizing, and resolving capacity issues contributing to the server compliances.• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.• Cooperation with other teams towards problem resolution/avoidance. In addition to BAU support, there will be an opportunity to participate in short and long-term projects around infrastructure improvement, upgrades and migrations, adding visible values to customer business. Implementing global best practices in server operation.• Proactively addressing potential issues that may impact customer's services and recommend tools for implementation of security best practices to ensure integrity of information security procedures, systems, and policies.

• Call management which requires handling in bound and out bound calls for mainly Ericsson client and other multiple accounts in a service desk environment. • First point of contact to actively identify, collaborate and resolve incidents reported. • Perform notifications\alerts on all potential high severity calls to assigned Incident manager. Ensure to meet call quality and ticket quality defined by the quality team.• Identified new or potential fixes which can be applied in existing accounts and document it in the knowledge base to ensure the solutions assist on future references in minimizing the resolution time.• Awarded 4 times for solving critical issues in a timely manner complying with the CSAT.

• Orchestrated efficient large-scale software deployments, including testing features and correcting code.• Worked closely with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.• Quality Center (QC) - Creating test cases, test data and run in Quality Center. Raising defects and queries once it has been sent for User Integration Testing, uploading print screens for future reference to keep the records.• Worked closely with UK counterparts for the UK Ring Fenced Bank Project; prepared and provided technical solutions for the HSBC Finance systems (Wealth System).• Build trusted relationship within internal and external IT teams and business.

Bachelor Of Computer Science, Computer Software Engineering, 2.67

Activities and Societies: Tamil Society (UNICS) , Golf Club, Debate Team Final Year Project : Clinic Management System Majored in Software.

Sijil Pelajaran Malaysia

Activities and Societies: Astronomy Club, Yellow House, Kelab Remaja Sekolah, Librarian (Diciplinary Head) Represented the school.