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