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Major Incident Manager / Project Manager

Petaling Jaya, Selangor, Malaysia
December 28, 2019

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*, ***** *** */*, Bukit Rahman Putra, 4700 Sg. Buloh.

601********, 603********


Personable and tenacious Incident Manager with excellent organizational, critical thinking and project management skills. Ability to thrive in fast-paced environment and maintain an upbeat attitude at all times. Possesses great interpersonal and communication skills with the ability to correspond efficiently with the staff and all management levels. I have the education and training needed to set up support systems to help reduce problems from occurring and to keep systems running smoothly. Seeking to leverage skills and abilities in an organization where I can display an outstanding ability to plan, operate, multitask, organize, coordinate, and implement practices and procedures to bring significant improvements in processes towards the successful attainment of goals.


Strong Listening Skills

Project Management

Strong Work-Ethic

Fluent Trilingual Speaker

Team Management

Operation Management

Forecast & Project Reports Making

Strong Organizational Skills

Problem Solving

Good Time Management


Good Communication Skills


Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Coordination: Adjusting actions in relation to others' actions.

Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Multitasking: Juggle multiple tasks and responsibilities while remaining composed and meeting deadlines.


Major Incident Manager Standard Chartered GBS May 2017-Present

Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of

the Service

Follow the proper escalation guidelines to move a major incident to its endpoint to meet expected service level agreements

Shares process improvement plans for handling the critical incidents that might help in quicker service restoration in future

Performs as the liaison with technology operations and line of business teams which includes support, and leadership to ensure swift resolution of incidents

Liaised with service managers and CTM for overall process and stability issues

Perform self-skill assessments to ensure required capability & continually development

Ensure tools for timely communication of incidents to subscribers and key stakeholders

Ensure effective communications with service desk for high severe incidents

Freelance Consultant and Trainer April 2013-May 2017

Business development and marketing consultant for SMEs

Helped to startup businesses for aspiring entrepreneurs

Developed marketing plan for new and existing businesses

Trained over 2000 entrepreneurs on raising fund and starting up businesses

Trained over 100s professionals in PMP & ITIL

Developed own CSR loyalty redemption program which will be used as marketing tool for an oil & gas company

Carried out CSR project for organization for 9 months with annual budget of RM800,000.00

Project Manager Intuittech Sdn. Bhd. April 2012-April 2013

Effectively communicated project scope, schedule, and budget with both customers and contractors

Monitored projects on an ongoing basis, evaluating progress and quality, managing issue resolution and taking corrective action as necessary

Prepare, review and discuss findings of all collated reports and analytics

Initiated project kick-offs at upon confirmed orders

Completed 70% of the projects within the agreed timeline with customer

Analyzed issues during projects and updated lessons learned. Used and avoided similar issues during new projects

Highlighted current shortcomings in general project management and planned training to improve the overall process.

Technical Lead/Subject Matter Expert/Analyst Hewlett Packard (HP) July 2009-March 2012

Successfully managed end to end Move User Improvement Plan Project to smoothen the operations and better customer experience.

Organized and chaired Move User Improvement Meetings with stake holders and project managers

Provided technical assistance for analyst and global customers in issues related to access, smart card and others

Setup and managed a new team to look into high level escalations and provided training

Actively involved in Ad-Hoc project and operations whenever required

Provided complete route cause analysis for issues related to GRM

Subject Matter Expert- (SME)

Developed and implemented data-based solutions in a timely manner

Served as point of contact for Subject Matters Experts (SME) assigned to problem Investigation and dedicated only to the respective service.

Dedicate 70% of their time for request processing and 30% for service improvement

Responsible to ensure CLS (99%) is met by working along with the Workflow Specialist to ensure all request are completed within SLA

Assists Technical Lead in facilitating team meetings and activities regarding investigation and diagnosis phase (escalations and minor projects)

Assists Technical Lead in facilitating team meetings and activities regarding investigation and diagnosis phase (escalations and minor projects)


To provide a co-ordination point for all incoming and escalation requests as well as IT administration within the scope of Request Management Service Level Agreement and across all supported IT platforms and applications, encompassing network account security administration, application access administration and repository/records maintenance for both global and regional request.

To log and/or coordinate incoming requests, problems and queries, resolving technical matters and ensuring that all tickets are raised in all cases.

Ensures that full account is taken of customers' real and perceived needs in the delivery of requests and that regular feedback on the progress of requests is given.

To provide high standards of integrity, efficiency, and a devotion to customer satisfaction in all interactions that needs to be met and sustained.

Communicate effectively at all times with customers, colleagues and delivery groups

Business Manager Talhope IT Network Sdn. Bhd. 2002-April 2009

Planned and executed major end to end projects to increase the revenue of the organization.

Worked along with social organizations to provide technical and non-technical trainings. The target audiences ranged from school students to working executives.

Involved in budget preparation, complete correspondence, procedures and other duties during various event management projects.

Planned and organized Malaysia’s very first Indian ICT Fair in 2006, with participation of more than 25 local and international ICT companies, attracted around 10,000 visitors throughout Malaysia. The event was held at Wisma Peladang, Petaling Jaya, Selangor. Organized a special quiz program for school students whom participated in the ICT Fair

Software Engineer Multimedia Interactive Technologies June 2000-April 2002

Ran monthly unit tests to determine software effectiveness and mend broken links or glitches in the system.

Apply programming abilities to develop and test systems-level software

Collaborating to eliminate bugs and further development of current applications

Second level user support for online payment channel (, managed to reach 95% of SLA which is within 24 hrs for issues raised

Carried out R&D for Bill centre, developed a 20% of generic site

Analysis followed by continuous campaign strategy by coordinating surveys, researching recent report and articles or commissioning market research

Worked with JAVA codes and Oracle, DP5 for extracting reports from database, used simple SQL query for reporting purpose, maximizing the usage of DP5

Hitachi Electronics Products (M) Sdn Bhd June 1998-October 1998

Developed Overtime System using VB5 for reporting purpose

Setup network and labeling, helpdesk support for troubleshooting in Hitachi Electronics Plant.

Updating virus information periodically and installation of software in PC’s


Universiti Kebangsaan

Bachelor of Information Technology

Malaysia (UKM)


Prince2 Foundation 2015

ITIL V3 (2013)

Cisco Certified Network Associate (CCNA) 2012

EC-Council Certified Security Analyst (ECSA) v4 2009

Certified Ethical Hacker (CEH) v6.1 2009

Completed Project Management Professional Training (PMP) in June 2011

Completed (MCSE 2003) Microsoft Certified Software Engineer Training in April 2009

2009 Top Move User Analyst for Request Management Team 1

Move User Top Analyst from Jan 2010 to June 2010

2010 Top Analyst for Request Management

Q1 and Q2 Top Performer Award for Svd & WS by Shell

Q2 Top ELT Award for SVD & WS by Shell

Q1 Top ELT Award for SVD & WS by HP


Possesses a positive, energetic and professional attitude

Achieving goals, creative/strategic thinking and problem solving

Demonstrated ability to work and perform at the highest standards in complex and demanding environments

Excellent ethics, hardworking, focus minded and sound organizational ability

Flexible to change with excellent planning and execution skills and works well within the constraints of tight deadlines

Languages: Fluent reader and writer in English, Malay and Tamil

Contact this candidate