Vh Chen Email & Phone Number

Singapore

Responsibilities:• Identify, define, and continuously improve new and existing policies, standards, and framework for IT Operations, Support, and Service Management governance. Implement and maintain a process structure aligned to global standards that meets business needs while balancing compliance with risk and cost• Own continual improvement and ongoing process maturity through regular reviews of the business needs, process, tools, trend analysis, metrics reporting, and regular engagement with stakeholders for all aspects of IT Service Management & Technical Support Services• Work with business stakeholders and technology partners to analyze current state and design / prioritize updates and improvements for: Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset Management, Change Management (CMDB, Service dependencies, IT comms), etc• Work with product owners, stakeholders, and the IT Services Engineering team to prioritize and plan improvements to our tools while balancing technical enhancements, tech debt management, automation opportunities, and new feature development• Validate the incident tickets and perform the right tagging to problem and JIRA ticket, this also includes creation of problem and JIRA ticket for bug fixes• Escalation point for Operational and Service Management issues• Develop KPIs, metrics, and reporting to communicate status of customer issues, overall systems health, stability, compliance, service levels etc for internal stakeholders and executives• Supervisory duties for IT Operations & Service Management Team Leaders (ITSM, Knowledge Management, Support/Help Desk Services, Desktop Support). Includes Technical Leadership/guidance, assigning and reviewing work regularly, setting and adjusting priorities, and evaluating work performance.

Singapore

Responsibilities:• Lead Bayer’s APAC WAN & LAN team providing technical and delivery management oversight for network operations, infrastructure and architecture • Manage operational performance of vendors in accordance with contractual obligations and participate in regular review and adjudication of SLAs as required for Bayer’s WAN & LAN operations• Manage WAN & LAN day-to-day escalations relative to operational performance of Bayer’s network infrastructure• Contribute in setting up new / updating existing operational and delivery concepts with regard to changes due to new/change requirements for WAN & LAN. • Ensure continuous service improvement and, if needed, adjustments of existing contracts, regulations, best practices and documentations. • Define rules, regulations and quality checks for WAN & LAN service processes and monitor compliance with these conditions.• Review and support operational transition plans and evaluate contractual impact and operation effectiveness of transitions. • In partnership with IT infrastructure architecture teams, leverage subject matter expertise to provide input into infrastructure roadmap planning, inclusive of hardware refreshes, system upgrades, etc.• Facilitate cross-team collaboration to drive resolution of complex issues with support from other IT groups as required• Participate in IT operations on-call rotation in order to provide guidance and approvals to technical staff and communicate meaningful status to IT leadership during major incidents.

Singapore

Responsibilities:• Leading a team on the overall design and development of the IT Service Management processes and ensure the process delivers business value for Singapore Telecommunication’s (Singtel) Group IT• Ensure processes and procedures utilize ITIL best practices and industry standard frameworks• Identification of Critical Success Factors and Key Performance Indicators• Process advocacy and ensuring proper training is conducted• Monitor performance of the process and ensure it is being followed• Process integration with other processes• Contribute to Service Management strategy and projects• Continual Service Improvement efforts• Oversee Managed Service Partnership contract service delivery. Ensure that Service Level Agreements and Operational Level agreements are met thru daily operations, KPIs and metrics. Assist with onboarding additional areas to MSP and create new agreements and track within Service Now.• Oversee the Incident Management, Problem Management and Change Management processes; ensure Managed Service Partnership staff and Singtel’s Service Providers adhere to the process. Modify existing process and develop new workflows to accommodate technical and operational requirements.• Under the direction of the IT Process Manager, establish a Service Level Management Process. Responsible for the creation of Service agreements (SLAs, OLAs), service portfolio, service catalog and service delivery metrics.• Provide training, coaching and guidance to the staff and management on Service Delivery and Service Strategy process improvement and change initiatives under the direction of the IT Process Manager.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Responsibilities: Handling the role as an senior problem manager supporting BASF APAC IT services Responsible in performing technical solution review & audit the implemented solution to ensure all production systems/solutions are complied with the BASF’s standard, ITIL processes and the country’s statutory bodies. Maintain a good working record of historic events/incidents; analyze the relevant statistics to ensure that problems are addressed to support smooth and error-free operations; working closely with Knowledge Manager. Accurately prioritize, based on severity level, existing incidents for resolution that have or may fail contracted service targets and accountable for handling daily critical problems including severity 1 & 2.  Maintain a good understanding of BASF client’s IT infrastructure and understands the clients’s processes, perform problem analysis, ticket logging and tracking, working towards problem handling and accurate escalation. Coordinate expert domain resources on customer complaints and live issues in co-operation with the Business Area Managers, Application teams, Deputy Project Executives. Perform analysis in incidents to identify the patterns and potential problem areas, so that immediate action can be taken to minimize the impact thus improving the service delivery. Establish relationships with referral groups, service managers and other service teams to ensure the contracted SLAs are achieved Attend meetings with business and service managers to discuss about post incident findings and to review service delivery for continual service improvement plans, as required. Perform thorough root cause analysis (RCA) meeting on incidents with the respective parties, analyze the possible root causes, and work with the team to produce preventive actions/measures

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Responsibilities: Maintain the role of incident management in supporting the Asia Pacific region to make sure Standard Chartered’s operations running smoothly Responsible in performing technical solution review & audit the implemented solution to ensure all production systems/solutions are complied with the Bank standard, ITIL processes and the country’s statutory bodies. Maintain a good working record of historic events/incidents, analyze the relevant statistics to ensure that problems are addressed to support smooth and error-free operations. Accurately prioritize, based on severity level, existing incidents for resolution that have or may fail contracted service targets and accountable for handling daily critical incident including severity 1 & 2.  Required to plan and implement any new service/process whenever requested by the business. Maintain a good understanding of Standard Chartered IT infrastructure and understands the bank’s processes, perform incident analysis, ticket logging and tracking, working towards incident resumption and accurate escalation. Coordinate expert domain resources on customer complaints and live issues in co-operation with the Technology Service Managers, Application teams, Country Technology Managers. Perform analysis in incidents to identify the patterns and potential problem areas, so that immediate action can be taken to minimize the impact thus improving the service delivery. Establish relationships with referral groups, service managers and other service teams to ensure the contracted SLAs are achieved: Attend meetings with stakeholders and service managers to discuss about post incident findings and to review service delivery for service improvement plans, as required. Perform thorough investigation on incidents with the respective parties, analyze the possible root causes, and work with the team to produce preventive actions/measures. To assist in Change implementation and Disaster Recovery Drills

Penang, Malaysia

Responsibilities: Responsible in dealing Dell customer’s daily IT problems, perform remote/ onsite troubleshooting for any case reported. Assist in performing desktop troubleshooting, hardware and software support. Maintain a good working record of historic events/incidents, analyze the relevant statistics to ensure that problems are addressed to support smooth and error-free operations. Implement policies and procedures related to network hardware and software acquisition support, security, and backup. Responsible in maintaining the team’s SLA.