Joy Tang Email & Phone Number

Singapore

Singapore

Major Incident Management- Management of platform incidents impacting Platform as a Service clients - Strong command and control of an incident, establishing clear accountability and precise evaluation of complex issues and scenarios- Validate incoming incidents and asses impact using industry standards (ITIL) and ensure that critical incidents are identified - Responsible for high severity incident communications to all stakeholders and provide timely updates to management until incident closure- Escalation of critical and unresolved incidents to appropriate levels of management- Ensure incident is accurately captured and documented - Participate in incident calls to facility recovery and resolution- Collaborate with different technical and business teams to drive timely resolution of critical technology incidents- Manage high severity incident communications such as incident broadcast communication to all stakeholders and provide regular updates to management until incident closure.Problem Management - Highly skilled in various problem-solving methods (5Whys, Fishbone)- End to end ownership to initiate, track and close problem tickets and preventive actions- Participate in the RCA process to ensure no repeat of any technology incidents with known root cause.Service Delivery- Set up of guidelines to achieve scalable solution to meet client SLA - Development and maintenance of global processes and procedures to ensure fulfillment of contractual obligations- Knowledge creation and process improvement - Management of daily operation support team - Vendor Management Project Delivery - Coordination of client projects and initiatives between operations team, vendors and the client - Communication of status and progress to clients

Singapore

• Oversee implementation of SAP Concur expense system, train key users across departments and document system usage via step-by-step guides for all users in Singapore• Key role in region-wide implementation & migration of Star Compliance system across 12 locations in Asia & Europe • Consulted as sole IT subject matter expert, managed user requirements and handled custom report coding for implementation of Target Operating Model roll out across Asia (Vietnam, Singapore, Malaysia, Hong Kong)

Singapore

• Responsible for providing 1st & 2nd level application support, IT support, troubleshooting & resolution management for middle and back office applications, both on-site as well as for remote end-users • Ensure key disaster recovery systems in place & working, support development of business continuity plans as per specified guidelines• Successfully maintained an average of 98% SLA response time and 95% SLA resolution time • Decreased time spent on data extraction by 60% through initiating automated processes for Performance and Attribution system

Singapore

• Spearheaded SWIFT infrastructure upgrade across Singapore & Hong Kong, handled project initiation, vendor management & implementation

Philippines

- Strategically, planned and analyzed requirements while setting up the technical infrastructure of the project while reviewing the project proposals- Responsible for understanding & analysis of client requirement. Tracked project progress in terms of time over runs and quality compliance and proactively identified and rectified problems to ensure adherence to delivery time-lines. Made high level/ low level designs while tracking, testing and applications programming. This also entailed advanced level validation and verification of complex software applications. Maintained & validated coding & software standards.Projects & Accomplishments: • Implemented an industry wide system used by all Central Bank of the Philippines member banks. • Projects implemented: o Expanded Delivery vs Payment (eDVP).o eClearSettle Depository System.o eCS – RoSS Straight Through Process

Manila

Managed the complete life cycle of development/ support projects including analysis of the client requirements; translating new ideas into clients solutions; requirements development; delivery, support, analysis and documentation. Responsible for understanding the existing code, documentation of technical specifications and coding and testing of new requirements. Headed System Testing through analysis of test data as well as handling of data conversion prior to UAT.Projects & Accomplishments:• Managed the review and analysis of existing reports, as identified for updates and upgraded to the new system • Analyzed report requirements as provided by the users and simplified them into Report Requirements and Program Specifications• Systems implemented o PORTIA – Portfolio Reporting and Management systemo ERPEX – GL Accounting System and Portia Interfaceo Front Office Investment Systems