- Responsible for APAC IT infrastructure project management, technical operation & service delivery. Managing 6 local IT infrastructure units from 22 countries in the APAC region, working together with global as well as external IT experts, and reporting to APAC IT Infrastructure Head.- Operation Experience: APAC M365 tenant admin, Global DNS, DHCP, SMTP management, On-premises domain administration and group policies deployment, APAC network and firewall management, Support Application team from infra standpoint, Provide technical support to APAC C-Level directly.- Project Experience: M365 tenant Migration Project, IT Security enhancement, ITSM tool Service now implementation, SD Wan Migration, Microsoft Azure server migration and Data Center decommission, One Wi-Fi solution, Global printing solution, Global IT Asset Management- Project Highlight: M365 tenant Migration Project “Migrate 18K users from APAC Microsoft M365 tenant to global tenant” APAC Microsoft M365 was a stand-alone environment, overseen by the APAC IT team and operational for several years. It was fully utilized by 18,000 APAC users. The target tenant is another established tenant with a global user base of 40,000. Our aim is to ensure that all APAC user data and services enabled in the APAC tenant can be completely migrated to the new tenant. Addtionally, services enabled at APAC tenant had to be taken by the Global tenant. The project has been completed with excellence and on schedule.

- Manages the operations of the 24x7 Service Management Center, which includes the SMC console management team, technical support team, production services team, and shift leaders, to ensure efficient service delivery as per SLAs.- Collaborates with the Service Management Center Security Manager to ensure the operational implementation and execution of ISO20000, ISO9001, and ISO27001 controls.- Strives for continuous improvement in Center operation, customer satisfaction, and information security controls.- Works with Sales & Project Managers to define the scope of work, estimate the cost and effort of Service Management Center operations, and leads the Center and teams to deliver quality services. - Enhances employee capabilities, motivates employees to excel, and coordinates with the performance & development review (PDR) system.

- Oversees PCCWS IT Services Management Teams which includes PCCWS Incident, Problem & Change Management Teams, to ensure PCCWS IT services are being delivered efficiently as per SLAs and under ISO20000, ISO9001, and ISO27001 controls.- By default act as a situation leader in case of high or potentially high incidents. Owns the incident management processes for PCCWS IT Service Management and manages the PCCWS Incident Management Team.- Assesses and approves the feasibility and the need to apply expedited/emergency change. Supervising Change Management Team to manage changes.- Lead Problem Management Team to identify root cause, permanent fix or workaround by data analysis or meeting with internal or external supports; Ensure PCCWS Problem Management effectiveness.- Work with Sales & Project Manager to identify the scope of works, estimate PCCWS IT Services Management Teams cost, effort and lead the teams to deliver services with quality.

- Streamlining the information security management system manual, ISMS Scope and Statement of Applicability, procedures, security measures to support the identification of ISO27001 controls.- Conduct risk assessment, management exercise and present the Risk Assessment to management in security meetings.- Ensure the successful implementation of Disaster Recovery in the Service Management Center, conduct an annual Drill in accordance with ISO standards.- By default be the security incident owner for Service Management Center, co-ordinate and drive the appropriate PCCWS Support for resolution.- Managing Service Management Center to provide evidence of competence for ISO27001 to internal and external auditor. Ensure Corrective and Preventive Action Request (CPAR) being implemented when required.

- The role involve leading the IT Systems Monitoring Team in a government project, building and maintaining the monitoring system, performing regular patch updates, providing system and operation manuals on monitoring, supporting script and log monitoring for various platforms.- Supporting event and rate data generation for review, setting up policies for event management on the monitoring system, building a Knowledge Base (KB), providing training on various monitoring tools to teammates.- Collaborating with different teams for monitoring setup, reviewing project documents with customers.- Performing Disaster Recovery (DR) failover tests and firefighting procedures for operational use, coordinating with vendors for monitoring problem reviews.- Referring to the Project Patch Schedule for server automation and patch management, analyzing, testing and applying patches or hotfixes to Linux/Windows systems, and concluding network routing/resource arrangement for server automation.- Providing training workshops to goverment department on monitoring

- The responsibilities include overseeing the teams in IT Service Management Center (SMC) during shifts, safeguarding the SMC and its equipment.- Providing assistance and advice to SMC Members and ensuring efficient SMC operations during shifts, comprehending high-severity incidents and changes their follow-ups, - Complying with security protocols, ensuring smooth shift transitions and working towards set KPIs. - The role also involve developing workflows and Knowledge Base for SMC and IT Helpdesk, conducting Operation Acceptance Tests on client applications as per the Operation Manual.- Project Experience: Participated IT Service Management consultancy and transition projects to external clients in Beijing and Shenzhen, understand the client’s situation through interviews and meetings, offer guidance and consultancy service reports, comprehend client workflows and assist clients in managing their IT Service in accordance with the ISO20000 standard.

- The role involve managing customer-reported incidents, monitoring incidents status, ensuring timely report, overseeing high-severity incidents, coordinating crisis meetings, handling exceptions.- Participating in problem management meetings when necessary, aiding in problem resolution, evaluating vendor performance. - Adhering to security policy, acting as a backup for Change Management, working towards set KPIs as a team, and transferring unresolved tasks to the next shift.

- The role involves providing 24x7 technical and operational support to both internal and external customers, including incident handling, problem analysis, and providing technical solutions.- It also includes coordinating with external vendors, ensuring service availability through monitoring tools, and make use of various ITSM tools for IT services management, and perform daily IT Operation tasks.