Ravin Gopal Email & Phone Number

Malaysia

Training and guiding new online business entrepreneurs for greater startupOrganizing and managing training activitiesCoaching and enhancing existing online businesses across MalaysiaCustomize training programs to meet the customers needs.Assisting to improve personal skills in digital marketing & omni-channel platformDeliver presentation to external clientsManaging the customer service departmentResolving and escalating customer issues across departmentExperience in developing a team in a contact center site, while meeting alloperational and financial objectives

Cyberjaya, Selangor

Member of the Cloud Managed Services organizationPrimary point of contact for client needs requirements and expectations with regard to assigned IBM team operationsProviding account leadership to the SD team to develop program, project, product, and business strategiesEnsures client needs are satisfied by constructing partnerships between the Project Executives and clientsManaging the implementation of these partnerships to ensure positive customer satisfactionBuilding client satisfaction through formulation, development, implementation, and delivery of application, technical, and business solutionsResponding to client requirements as specified in the contract or Statement of WorkManage contractual cost, schedule, and service or product deliverable as they relate to the delivery organization. Manage IBM resources and coordinate client resources to deliver services and solutions to support the client organizationSupport the Project Executive in identifying growth opportunities and contract profitability

Cyberjaya Campus

Responsible for consistent end-to-end application of ITSM (Problem Management) process in the Account.Overseeing the process across all support team engineers (40 staffs)Review the initial classification (includes priority) and categorization of the Problem Record.Rolled out and deployed Problem Management processes in line with EMEA/AMS/APJ work standards.Conduct monthly Problem Management process trainingContinuous monitoring the Process Improvement within the Account.Ensure improvements made within the Account are fed back to process ownerIdentify areas within the delivery that require focus, ex. Priority 1 incident mgmtParticipates in customer's IT change, security, operations, and administration Capable of analyzing incident trends and identifying a structured approach for preparing service improvement plans.Provide monitoring and reporting against the Service Improvement Plan elements.Build ITSM compliant problem management process knowledge.Acts as the "bridge" between the EMEA/AMS/APJ problem management process team, the account and the tooling teams, ensures that process requirements/enhancements are translated into tool specifications.Capable of driving complex root cause analysis including HP Capabilities, Account team members, Client teams and HP / Client sub-contract vendors.Perform Pro-active root cause analysis based on incident trends and non-incident based triggers (ex. SLA breaches, complaints).Familiar with formal Root cause analysis techniques and able to prepare high quality RCA documents using the EMEA/AMS/APJ standard templates.Validate the implemented solution that resolved the problem.Reviews operational Problem Management Performance Measures to ensure effectiveness and efficiency of the Problem Management Process and makes recommendations for improvement.

Cyberjaya, Selangor

Coordinating root cause analysis and handling of recurring incidents incl. trend analysis and proactive problem managementConstantly looking at enhancing the procedures, measurements, tools and technologyTrained staffs (850+) on in-house applications and tools to increase process awareness and knowledge of Ops teams. Identify skills and knowledge gaps of 300 staffs through regular bi-weekly performance reviews with problem management and provide trainingSuccessfully rolled out the knowledge based website and training (> 1000+ employees)Developed KPIs to measure process performance and reportingLeading of virtual problem management team of 5 from different Service LinesDriving the process improvements, esp. implementation of trend analysis and proactive problem managementMonitoring and measure reduction of critical and high incidents (savings of 3.5 Mil Euro)Participating in regular audits which require heavy evidencing and strict interviews on process effectiveness in operations.Driving the process with 1000+ staff supporting T-Systems Malaysia operations and customers serviced globally Perform assessment and process improvement initiativesDevelop process documentations, guidelines and policies Checking the quality of documents and processes prepared by the departmentParticipated in ISO audit preparation and got the certification for ISO 9K, 20K and 27KTransition to Support Documented the entire process of on boarding a new customer into T-Systems Malaysia support Negotiating SLA’s and OLA’s requirements and ensuring these are met with the KPISuccessfully on boarded BAT Datacenter support from Singapore (100+ servers)A Single point of contact for the Global transition processes from MalaysiaManaging documentation maintenance and owning the E2E Processes, Procedures and Checklists Perform checks on Quality Gate and Quality CheckEngaging with Deliver Managers to finalize the scope and project plan (liaison)

Cyberjaya

Work within the department in Data Quality assets verification report and raise request to update Asset Centre. Update Global document on transitioned to support assets Initiate meetings to gather feedback with other operational Team as and when required. Gathering info as to how we can improve our services and what additional information needed from us when submitting requests. Verify Business Critical assets in Asset Center are in sync with Business Critical assets list Updating security documents and housekeeping To be involved with the SAP RnM Process team. Taking and giving knowledge as we find ways to work or improve on current process.Trainer Training Operational engineers on the in house monitoring systems (Incident, Change & Problem). Plan and monitor training budget for staffs Research and design effective course material for delivery in classroom, e-learning and action learning channels to meet business and compliance requirements Conduct Training Needs Analysis and follow throughQuality Assurance Quality assure the work outputs of the team’s and ensure that their work and the work environment is maintained to Quality standards; Implement control tools, processes and procedures to ensure Service levels are tracked, measured, and reported; Works to enhance delivery of service through effective monitoring of programs, process improvement and problem prevention/ resolution initiatives; Responsible for the quality of the services delivered; Ensures that quality operational procedures and standards are adhered to and effectively maintained and controlled

Cyberjaya, Selangor

Communicate with Service Managers and/or Operations Managers and other Leads on the following - training conducted for the teamsany new initiatives driven by the department with the service linesWork as ONE on a day-to-day basis, e.g. include other Service Lines in operational meetings, accountable for Change mgmt across services.Perform Change Impact Assessments – Identify/anticipate potential risks and develop specific plans to address any concerns/issues.Improve change impact analysis & risk assessment processSustain compliance against regulatory and process frameworksEnsure forward schedule of changes are reviewedReview Major Change Tickets· Highlight major changes that can impact other service lines· Highlight major changes in other service lines that will have an impact on Wintel, Middleware, DBA, SAP & GLUXSent to Bangalore, India to train the Wipro staffs on the new services (1 month)Coach and train any new joiner in teamCommunicate with Service Managers and/or Operations Managers and other Leads on the following :Driving new initiatives within the service linesTrain the engineers for SAP Hosting Change Mgmt processes and the key staffs from Wipro, India on new KPI’sProvide training to Wipro staffs on the essentials of closing Change tickets on timeCoordinate and facilitate other training activities and to ensure the smooth implementation of the training plan, organizing and managing training activities.Member of the Training Team to develop best practices to action or plan on new services take on briefings and test the technical competency of staffsDesign and execute training programs in areas of quality principles, risk management & SOx compliance which are set by the companyDevelops, directs & coordinates learning and development policies and initiatives, to create an empowering and engaged environment for talented individuals and teams to prosper and contribute