Raveen Dev Email & Phone Number

Petaling Jaya, My

Petaling Jaya, Selangor, Malaysia

Cyberjaya, Selangor, Malaysia

Selangor, Malaysia

Specialization : Oil & Gas / Energy Industry- Reporting directly to the Account Delivery Manager, overlooked and assisted in managing service delivery operations for Trading & Downstream customers across Asia-Pacific, Americas & Europe.- Main point of contact between the customer and technical teams in handling escalations, driving resolutions and suggesting and implementing improvements for the business.- Co-ordinated and resolved high priority escalations, service at risk escalations and critical incidents within the agreed service level agreements.- Authored and implemented service improvements and processes across various technical teams to maximise efficiency and customer confidence.- Worked closely with technical leads, managers and engineers to identify key areas for improvements and growth among the company.

Selangor, Malaysia

Involved in leading a team of Re-Active shift engineers working across 3 regions(Europe, Americas & Asia-Pac). Responsibilities included working on resolving problemtickets as well as creating and executing change tickets within their respective servicelevel agreements. The role also involved implementing and testing new technology andsoftware as they became available before deploying it for a production environment.Contributions to the role involved reducing the amount of ageing tickets, working onbringing our resolution and response times down and establishing a recognition program for employees.

Selangor, Malaysia

Involved in accurately documenting, researching and resolving incident related issuesrelated to the IT Infrastructure. This included managing incident and problem recordseffectively and efficiently in a fast paced and challenging working environment,identifying chronic technical issues and developing workaround and permanent solutionsto resolve them, publishing knowledge articles for known fixes as well as developing asubstantial portion of the process controls and metrics for daily management of thedepartment including incident tracking and analyst performance.

Selangor, Malaysia

Worked on identifying and solving technical issue remotely using a variety ofdiagnostic tools and knowledge. The role involved providing IT Support to non-technicalpersonnel within the business via a managed call flow. This involved and required us tobe up-to-date on the latest technologies and solutions applicable to the company andsolving issues within a reasonable response time.