Human Resources Managed Services
Resume:
Kirosh Raaj Pubalan
Cyberjaya Selangor, Malaysia
Professional Summary: -
Specialized Senior level IT Manager/Consultant with 10 years extensive experience in the area of IT Service Management and IT operations for Global scale accounts. Expert in Analytics and managing support in the area of infrastructure services, Managed services / outsourced industry with Solid background in IT Telecommunication and Application support area. Result-orientated individual with the ability to bridge technology and business goals while concurrently maintaining productivity, quality of standards between cross function teams. As an IT expert I have demonstrated success in effectively resolving customer issues and maintained excellent Customer satisfaction over the years. Experienced in interfacing with C-Level key-business units stake holders including Sales, Marketing, Finance, Operations, Human Resources and 3rd party managed services client in multi-cultural global environment. Exceptional communications skills with emphasis on building strong client relationship and able to articulate well with internal and external customers. I am a Motivated individual capable in meeting organizational objective and possess the ability as a quick learner that is able to rapidly adapts to emerging technologies.
Highest Education
Degree - Bachelors of Technology Management
Achievements
Lead Incident & Problem Management for under TCS for maxis broadcasting for:
o Incident & Problem Management E2E
oBCP Coordination E2E
oIncident reduction
oCustomer complains
oBusiness process improvement
oApplied Bionics intervention for Service request which has brought 2 FTE savings and reduced errors caused by human interventions which eliminated reworks.
Lead Go to Green activity
oLead Breach Cause Analysis to avoid Penalty cause by vendor error.
oImproved Customer Satisfaction (CSAT) KPI SLA 50% for 3 different business service.
oImproved Critical Incident handling process.
Lead the account in setting up Learning Management service, Grafana Monitoring Tool and network monitoring services.
Played a key role in maintaining Enterprise Computing SLA KPI in areas such as CSAT and E2E KPI for On Time Delivery and FPR for Incidents, Problem and service request for 12 months where we were able to bring down the number of tickets breaching drastically and ticket handling improvement
Process re-engineering
oDefined & Implemented Senior Management Board & Crisis Management Board Protocols
oDefined Simplify escalation and invocation processes and align to the Communications Plans
oDefine & Implement Communications Brief and Templates
oImplement Crisis Management Framework across TCS and Maxis Account
oDefined a crisis exercise training schedule across Delivery Teams, Supporting Management and Operational teams facilitating response during significant Downtime and Daily Operations.
oLeading the development of IT Service management playbooks, run books and plans to ensure effective response during a significant event.
Work Rewards/Recognition
Completed all 2021/2022 BCP activities without any escalations/failure
Best Maxis BCIM Team recognition 2020
DXC Best SR Team recognition 2019
DXC Best Staff recognition 2018
DXC Best Staff recognition 2017
HPE Best Staff recognition 2016
Top Skills (Technical/Nontechnical skills)
Critical Incident Management
P1/P2 Incident Coordination (CIM)
Incident Management (Process Expert (CBO))
Change Management
Problem Management (Process Expert (CBO))
Service Request Management (SME)
Business Continuity Management/BCP(BCIM)
User Acceptance Testing (UAT)
Project Management
Risk management
Disaster Recovery
Excellent in MS Excel and Macro/Automation for reporting
Excellent in Power BI used for Data analytics
Excellent power point skills plus presentation skills
Experience with Microsoft Project / Microsoft Visio
Ticketing Tools: Service NOW, Remedy (ITSM/RMT), HPSM/HPSA, OVO Monitoring tool
Expert in TROUX Reporting
Expert in Implementation of Critical Incident Management Procedures, activity planning in the event of a business disruption
Expert in Problem Management analytics and process governance to ensure elimination of recurring of issues and minimize impact to the business.
Expert in Change management process governance.
Enterprise Implementation
KPI Dashboard and Scorecard implementation
Data Mining and Analysis.
Network Monitoring (SPOC)
Nokia BSM & NRTRP (SME)
Helping Hands Change Coordinator for DC change activities.
Nokia Learning Management System Monitoring (LMS)
Requirement Gathering & Analysis
Certifications (Professional Activities, Certifications, and Training Attended)
ITILv4
Project Management Professional (PMP)
Certified Incident Manager (CIM)
Cisco Certified Network Associate (CCNA)
Prince 2
Six Sigma Green Belt Certification
Indonesian-Malaysian Student Exchange Program
TOOLS Experienced with:
Power BI
Grafana
SAP BI
DEN Website
ServiceNow
Datadog
Troux
Azure
Visual Studio
Dreamweaver
SolarWinds
S1 Postilion, also known as LCASS (Logica Card Authorization Switching System)
Microsoft SQL Enterprise Manager Server
REMEDY
OVSD
Jira Service Management
RSA token management (VPN token)
Zendesk
Microsoft Dynamic
Microsoft Teams Meeting
Lotus Notes 6.5 and 8
Avaya site Administration
RSA token management (VPN token)
Splunk
Remedy (ITSM/RMT), HPSM/HPSA
OVO Monitoring tool.
Previous Relevant Work Experience
Company: Tata Consultancy Services Start Date: Jan 2020 to Aug 2024
Positions Held:
Incident & Problem Manager
BCP Senior Coordinator
Responsibility:
Spearheaded end-user incident management, ensuring swift resolution in line with SLAs and elevating complex issues per protocol
Act as Single Point of Contact ensuring readiness with Crisis management plan to address all forms Crisis such, System outages/ Cyber security threat and natural disaster.
Initiation of problem Process for Root Cause Analysis and Corrective Actions
Handling ad-hoc escalations from business or cross vendors.
Experience on providing 24x7 incident/problem management coverage for business-critical IT service issues and outages.
Perform priority incident impact assessments, assess active or potential business impacts, set appropriate priority, and escalate when needed.
Assist with assembling incident resolution teams, drive incidents to closure, take charge of resolution activities and coordinate / manage resolution teams to speed up service restoration.
Provide timely, clear incident status communications to IT and business leadership, resolution team members and other stakeholders.
Collect and record all required incident details for input into Problem Management’s root cause analysis process, management reporting metrics and follow-up major incident reviews.
Responsible to coordinate IT Governance for Incident Management, Work Order management, Service request and Customer complaints by coordinating Weekly and Monthly IT Governance meeting with all responsible Managed Services Vendors/Team.
Accountable to manage overall managed service availability, and operational availability for IT Operational Centre.
Responsible to act as a Single Point of contact to evaluate managed services insight and analysis to vendor reviews and C Level management reporting to drive actions on current managed services delivery process improvements
Successfully implemented Major incident report and Client managed Major Incident Chronology under Incident/Problem Management process improvements and governance.
Experience in Governing Weekly and monthly Celcom application, API and system uptime reports.
Experience in crafting clear and concise incident status updates suitable for an executive level IT and business leadership audience.
Strong interpersonal and communication skills, up to and including executive C-level management
Strong IT systems troubleshooting analysis abilities.
Experience working in a fast-paced team environment and managing priorities with minimal supervision.
Experience building and maintaining relationships within the Technology and Business organizations.
Advanced Microsoft Excel skills, with strong excel analytical
Identify process improvements
Deliver chronology of major incident report to Manager OnCall and problem management for review
Collaborate with architecture, DevOps and Infrastructure teams to identify the root cause for recurring incidents and create action plans for resolution.
Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
Write timely and accurate executive style technical communications.
Providing detailed notes of highly visible production issues on a timely basis to senior management.
Define critical success factors and key performance indicators(KPI) for the processes.
Perform trend analysis to anticipate potential problems for proactive resolution.
Host migration & BCP activities end to end.
UAT Testing
Company: DXC Technology Start Date: March 2017 to November 2019
Positions Held:
Infrastructure Operations 24/7 /Incident Manager
Nokia Services covered
Nokia Infrastructure Operations Management
Hands and Eyes coordinator service is for onsite Team for Network related devices.
Helping Hands coordinator service is for onsite Team for Data center related devices
Nokia Network Portal access request Management.
Nokia Learning Management System Incident management.
Responsibility:
Spearheaded 3 Major Service End User Computing, Enterprise Computing and Connectivity service for Nokia Siemens Network (NSN).
Provided ultimate ownership and responsibility for end-to-end Management activities for all Severity 1 & 2 incidents.
Crisis Management – Ensuring planning documentation/ process and governance are documented for all sorts of outages/cyber-attack and natural disaster readiness.
Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of postmortem/root cause analysis.
Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.
Worked directly with Incident Lifecycle Coordinators to provide initial incident
Developed incident, preventative incident tickets and reports.
Authorized emergency change request, reporting details of requests to ECAB group
Successfully utilized monitoring Tools (Solar wind) to identify and proactively correct infrastructure issues before they impacted production
Perform reactive & proactive Management of Situations (Major Incidents) and Services at Risk, assist in capturing Major Problem Reviews (MPR) in accordance with the Service Interruption and Services at Risk
Played a key role in ensuring our ser satisfaction CSAT, KPI and SLA met, and positive changes are applied to ensure Service improvement for the managed Nokia services.
SPOC single point of contact to facilitate a Post Incident Review to document events and discuss lessons learned, for all P1 tickets.
SPOC single point of Contact for Nokia escalation related to Service request, Incidents, and Delivery team.
Ensure that activities within a process are being performed at high level of quality and that it meets its associated Service level Agreements or Operational Level Agreements.
Initiation of emergency change process
Company: HPE Start Date: August 2014 to February 2017
Positions Held:
Cybersecurity Incident Management
Responsibility:
Spearheaded Cyber Security monitoring efforts, optimizing the detection, triage, and investigation processes before escalation.
Utilize advanced detection and response tools to thoroughly
evaluate escalated security events.
Champion the continuous enhancement of GSOC's Cyber Incident detection and response protocols, integrating automation and orchestration where beneficial.
Oversee the management and coordination of incident escalation, ensuring thorough investigation and stakeholder collaboration.
Ensure prompt and effective Cyber Security Incident response in alignment with SLA requirements across Operational Companies (OpCOs).
Analyze Threat Intelligence to bolster prevention, detection and response strategies against emerging threats.
Perform detailed analysis of malware and potential security threats within the organization.
Execute comprehensive digital forensic investigations to support legal and administrative inquiries.
Reference:
The following persons have agreed to provide any additional information regarding my qualifications and character.
Ganesh Khanna Subramaniam
IT Manager
Tata Consultancy Services (TCS)
Email: **********@*****.***
mailto:**********@*****.***
Contact this candidate