Leading a team of senior engineers comprising roles of business analysts and developers to sustain and improve quality system such as product and process PCS, defect mapping, excursion workflow and so on for various department use and ensure the fulfilment of customer requirements by1. Developing and supervising a team in user requirements gathering and analysis, solutions design, development and UAT, end-user training and documentation.2. Managing and directing team role & responsibility, objective and strategy.3. Coordinating projects and resources ensuring tight timelines are satisfied in releasing the expected system capabilities.4. Planning overall business architecture and functional module.5. Monitoring system stability and resiliency.

1. Act as local application owner for designated Manufacturing Execution System (MES) applications.2. Focusing on functional IT requirements in the area of automation at Infineon Kulim.3. Requirement analysis, maintenance and operational support of the software solutions, as well the collaboration with functional colleagues on different EU sites and to local production users.4. System Admin, Maintenance and Operational support for Manufacturing Execution System (MES) applications.5. User Requirement/ Demand management for Manufacturing Execution System (MES).6. Provides user consultancy support for Manufacturing Execution System (MES).7. Testing, Buy-off, FMEA and Roll out of new application releases to production floor.8. Definition and introduction of Monitoring, Testing and Analysis tools.9. 24x7 standby/ on-call support for mission critical MES applications.10. Provide software solution concept design/ enhancements for MES requirements.11. Technical guidance across different departments within Factory Integration.

As subject matter expert (SME) and go-to person in team for technical consultations and resolutions on worldwide factory incidents and requests related to Oracle's CODASYL DBMS Workstream database that resides in VMS/VAX servers (a Unix-like system) and middleware applications in Windows servers.Support IT Operations by working with users and IT teams from US and non-English native countries to perform IT changes per ITIL Change Management process for core system upgrading due to new releases/ patches and business needs, UAT, incidents troubleshooting, root causes identifying, solutions and workaround defining, bug-fixing, application health monitoring and escalate and follow-up with other support teams and developers (level 3 supports) from India and US on pending incidents/improvements.

Devised and implemented major incident handling process that stresses on timely next level escalations and stakeholder communications, engagement of rightful owners and effective information solicitation techniques for prompt service restorations via the application of workaround/ best-known-methods. Conducted major incident drills periodically to train and assess the performance of the teams in handling major incidents. Participated in major incidents to coordinate the troubleshooting and communication within the support team members and to seek for improvement opportunities.Improved incident tickets resolution quality by implementing measures to monitor potential incident SLA breach and data quality issues. Worked seamlessly with shift leads to enforce and collect feedback for continuous improvement in incident management process and to generate and summarize incident performance reports for top management and stakeholders reviews.Successfully reduced the average TTR of major incidents by as much as 0.5 hour and the percentage of incident ticket SLA breach from 10% to around 1%.

4 years of experience as Problem Manager leading proactive and reactive ITIL problem management efforts on various IT applications running in factories located in the continents of Asia and America to reduce the number of recurring incidents via trend analysis based on types, ease of implementation (low-hanging fruits), business locations and level of priority by working with the corresponding support teams and application owners to deliver permanent solutions. Apart from this, Problem Management is also performed on past problems based on the types of root causes to identify repeated root causes for permanent eliminations. ITSM tool ServiceNow was used as a tool to monitor the status of ongoing problems and to generate reports for trend analysis. Compiling, summarizing and presenting progress status and performance reports for top management and stakeholder reviews.Successfully achieved 20% of incident reduction yearly during the first two years of leadership.