Soon Peng Foo Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Managing a global team of Tier 1 support staff responsible for the 24x5 operations of all our agencies/external customer facing and internal applications
• Implement and run core quality assurance processes within the Tier 1 support function to help develop the team and ensure a high-quality service, such as ticket reviews and regular training.
• Act as a primary point of contact and drive ticket resolution for critical escalation and prioritization
• Actively identify issues and risks; initiate corrective actions and mitigation strategies as appropriate
• Develop and own support KPIs and statistics used to measure the team's performance and identify areas for improvement to ensure we’re scaling and services our customers effectively
• Drive support service improvements and own customer satisfaction in relation to the scope of support services delivered by Kinesso

Federal Territory Of Kuala Lumpur, Malaysia

• Being a team leader to manage the customer accounts from EMEA region by ensuring the team provides 3rd level support to E2open’s Supply Chain applications running by 24x7.
• Manage the incident resolution process for high severity issues with customers and 3rd party software in ad-hoc/emergency meetings.
• Manage the handover between project and support teams (system transition), and learn about new project delivery as is necessary.
• Perform on-call and maintenance rotation
• Deliver urgent fixes to production via Change Request Process.
• Participate in ad-hoc projects such as data center migration, database upgrade, setting up new customer solution and project business release go-live.

Federal Territory Of Kuala Lumpur, Malaysia

• To perform requirement study and design analysis with end users on developing the front end system for both data entry and back-end data processing for Life and PA applications using.NET infrastructure.
• Translate the agreed and sign-off design into coding.
• To conduct system & user acceptance testing and implementation
• Provide post implementation support whenever required

Federal Territory Of Kuala Lumpur, Malaysia

• Providing 2nd level support to escalated incidents/issues to meet company’s global customers’ service level agreements.
• Design and develop technical specifications and document into the knowledgebase system.
• Participates in Regional and Local Specific application projects.

Klang, Selangor, Malaysia

• To perform requirement study and design analysis with production users and executives on their daily planning task and purchasing workflow on the production floor
• Translate the agreed and sign-off design into coding.
• To conduct system & user acceptance testing and implementation
• Prepare user manuals and trainings