Tracy Tsui Email and Phone Number

Leading a team of 99 to focus on the following technology initiatives in Hong Kong- Provisioning and Delivery (2 main buildings and 150 branch locations)- Deskside support (~26K users)- Physical Devices Virtualization (Virtual Desktop Solution)- Physical Devices Setup Automation and Self-service (Autopilot Solution on Cloud)- Audio Visual / Video Conferencing Service Management- Managed Print Services ManagementMajor Achievements:- Build and Lead a high… Show more Leading a team of 99 to focus on the following technology initiatives in Hong Kong- Provisioning and Delivery (2 main buildings and 150 branch locations)- Deskside support (~26K users)- Physical Devices Virtualization (Virtual Desktop Solution)- Physical Devices Setup Automation and Self-service (Autopilot Solution on Cloud)- Audio Visual / Video Conferencing Service Management- Managed Print Services ManagementMajor Achievements:- Build and Lead a high performance team across Hong Kong and Asia Pacific- Evergreen Operating System and ensure services comprised of components that are always up-to-date- Maintain top service quality on Deskside support, Provisioning and Delivery for HSBC technology offerings- Play a major role in deployment, positioning and maintain service sustainability at Branches and Offices- Engage in troubleshooting and system analysis for service improvement regularly- Collaborate with different teams, vendors and understand their processes for best practice implementation- Leverage different teams effectively in all countries to maintain well-structured global community from professional service team Show less

Enhancing the rigour and discipline around the 35+ critical services that Digital Business Automation are responsible for in the Bank supporting Digital Business Automation globally.

Global Head of Distributed Tooling, managing team of resource from USA, Mexico, the UK, India and Hong Kong.Our original team (Service Support & Engineering) provides infrastructure to HSBC application services from and to i-Series, z-Series & open platforms, with focus on BAC/BPM/BSM, OPS/MVS, BMC Patrol & TrueSight/BPPM, HelpSystems ROBOT, and on TWS for z-OS and Control-M as workload automation tools.In this position under Service Support & Engineering, I was given the chance… Show more Global Head of Distributed Tooling, managing team of resource from USA, Mexico, the UK, India and Hong Kong.Our original team (Service Support & Engineering) provides infrastructure to HSBC application services from and to i-Series, z-Series & open platforms, with focus on BAC/BPM/BSM, OPS/MVS, BMC Patrol & TrueSight/BPPM, HelpSystems ROBOT, and on TWS for z-OS and Control-M as workload automation tools.In this position under Service Support & Engineering, I was given the chance to lead the team of talented engineers who look at the strategy of Monitoring and Automation tools for HSBC globally.We were aligned to Workload Automation after Re-Organization and the function name has been changing to Scheduling & Workload Automation and then Digital Business Automation. Focusing on the following areas:Control-M - Job Scheduler to enable Workload Automation on Open PlatformsTWS - Job Scheduler to enable Workload Automation on z-OSOPS/MVS - Event Management and Automation for z-OSROBOT - Monitoring for i-OSRoleswap Automation for Data Centres across all OS PlatformsBeing the IT Service Owner of Control-M Infrastructure globally, this experience has given me the chance to look after a critical service holistically. Here are a few items our team has achieved throughout the years:- Providing Cloud based Automation solution to Application teams (e.g. AWS and GCP)- Manage Application requirements, use cases and expectations to deliver business value outcomes- Define product strategy to meet different demands of new technologies e.g. CI/CD pipeline, hybrid-cloud, DevOps practices, etc Show less

My team provided Monitoring guidelines and suggestion to Application teams in Asia Pacific, ensuring alerts will be generated to help with recovering services and allow self-healing to be implemented. Our team provide infrastructure to HSBC application services from and to i-Series, z-Series & open platforms, with focus on BAC/BPM/BSM, OPS/MVS, BMC Patrol & TrueSight/BPPM, HelpSystems ROBOT, and on TWS for z-OS and Control-M as workload automation tools.I was hosting regular… Show more My team provided Monitoring guidelines and suggestion to Application teams in Asia Pacific, ensuring alerts will be generated to help with recovering services and allow self-healing to be implemented. Our team provide infrastructure to HSBC application services from and to i-Series, z-Series & open platforms, with focus on BAC/BPM/BSM, OPS/MVS, BMC Patrol & TrueSight/BPPM, HelpSystems ROBOT, and on TWS for z-OS and Control-M as workload automation tools.I was hosting regular meetings with Asia Pacific Application teams in HSBC to share with them our monitoring offerings. Show less

Leading a team of 12 to provide support to the senior executives in HSBC – Scope includes everything that senior executives are using (e.g. Computers, Softwares, BlackBerry, Corporate Phone, iPhone, Home Router, Home Office, Telepresense, Video Conference, Onsite support at internal / external venues, etc)Lead a Virtual team hosting biweekly meeting with Asia Pacific countries to share how support is being provided to the executives and giving technology updates… Show more Leading a team of 12 to provide support to the senior executives in HSBC – Scope includes everything that senior executives are using (e.g. Computers, Softwares, BlackBerry, Corporate Phone, iPhone, Home Router, Home Office, Telepresense, Video Conference, Onsite support at internal / external venues, etc)Lead a Virtual team hosting biweekly meeting with Asia Pacific countries to share how support is being provided to the executives and giving technology updates accordinglyVisited London to facilitate knowledge sharing in providing superb support to senior executives globallyVisited Singapore to help setting up the Premier Support team locally Show less

BlackBerry Infrastructure (3rd line support) – BES 2.2, 4.1 and 5.0 and BlackBerry Device SupportBeing part of the Virtual team that formed around the world (UK, US, Canada, Brazil and Hong Kong) to develop pioneer solutions that could run on BlackBerry Devices.Visited Wireless Enterprise Symposium (WES) organized by Research In Motion (RIM) at Orlando Florida representing Asia Pacific from HSBC.Highlights:To be able to workaround the issue caused by Taiwan… Show more BlackBerry Infrastructure (3rd line support) – BES 2.2, 4.1 and 5.0 and BlackBerry Device SupportBeing part of the Virtual team that formed around the world (UK, US, Canada, Brazil and Hong Kong) to develop pioneer solutions that could run on BlackBerry Devices.Visited Wireless Enterprise Symposium (WES) organized by Research In Motion (RIM) at Orlando Florida representing Asia Pacific from HSBC.Highlights:To be able to workaround the issue caused by Taiwan Hengchun earthquake happened in 2006 where an undersea cable has been damaged and affected the telecom network across Asia Pacific. (During that time, all BlackBerry devices failed to function in Asia Pacific. HSBC happened to be the very first company in Asia Pacific that has got the problem rectified by routing through internal network) Show less

Domino Mail Infrastructure (3rd line support) – Domino Server 6.5 and Notes Client 6.5.4 SupportGiving Presentation related to Scanmail to Asia Pacific representatives at Email Offsite meeting hosted in Hong KongVisited South Korea to help setting up the Email Hub Servers locally and arranged knowledge sharing to the local teams