Ashwinalachumii Jagathesan

IT Service Management, Team Manager (1 year 6 months)

RHB Banking Group

+60-193****** admhzn@r.postjobfree.com MYR 6,300 Klang, Selangor

Experience

* ***** *f total experience

Jul 2018 - Dec 2019

(1 year 6 months)

IT Service Management, Team Manager

RHB Banking Group Selangor, Malaysia

Industry

Banking / Financial Services

Specialization

IT/Computer - Network/System/Database Admin

Role

Infrastructure Security

Position Level

Manager

Monthly Salary

MYR 6,200

Impressive track record of more than 10 years and hands-on experience in BPO, account growth, business development and business management in the IT industry.

Experience in managing large, complex and global environment. Vast IT market knowledge and service delivery insight of Desktops environments, vendor management and creating value propositions locally and regionally :-

Service Desk & Customer Service Team Manager Responsibilities :-

- Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.

- Create better modes of operations to make customer service easier for both team members and customers.

- Make provision for a change of mode of operation when the existing one isn’t yielding maximum results

- Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes

- Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting

- Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching

- Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions

- Step in to attend to customers that are proving difficult to team members and resolve their complaints

- Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor

- Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards

- Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.

ITSM Manager Responsibilities :-

- Identified ITSM processes improvement opportunities, performed functional business analysis development and implementation for major ITSM process automation.

- Performed analysis of existing ITSM processes to identify improvement opportunities, identify and eliminate risks.

-Coordinated all change requests encompassing change scheduling, change plans development and review as well as implementation and monitoring in line with set deadlines.

- Consulted and advised of personnel on ITIL, performed training activities for business entities on ITIL, led group discussions between different support teams, project teams and leadership.

- Developing ways to measure customer satisfaction involving building an entire customer satisfaction methodology with associated KPI’s.

- Facilitation of Service Delivery Reviews/Problem Management Reviews between the business and IT suppliers to determine the root cause of outages and delays, and required actions to be put in place to avoid them in the future.

- Establish Incident response team and process around how an outage will be handled

- Liaison between TechOps and Customer Support/Sales teams to assist with Customer queries, SLA’s etc

-Ensures that the Change Management process is being adhered to for a given Customer.

-Ensures that the change is coordinated through its lifecycle.

Jul 2017 - May 2018

(11 months)

Service Management Team Lead

Global Enterprise International Malaysia Sdn Bhd Selangor, Malaysia

Industry

Telecommunication

Specialization

IT/Computer - Network/System/Database Admin

Role

Network/System Engineer

Position Level

Manager

Monthly Salary

MYR 4,500

Manages a team of Network Service Representatives who are responsible for identifying and resolving telecommunications service or billing issues or inquiries. Develops and implements service plans to ensure customer satisfaction. Monitors service problems and reports network failures.

Main Duties:-

- Ensures successful planning and implementation of network development projects to timescale, cost and quality requirements.

- Manage project or programme planning and scheduling activities.

- Monitor, document and communicate relevant information relating to project or programme planning and scheduling activities.

- Identify improvements for project planning and scheduling activities.

- Implement strategy and standards and manage the team for project execution and control activities

-Manages network services investment, provision and resourcing according to organisational policy and procedures.

- Monitor, document and analyse resource management activities relating to a

communicate relevant information.

-Review, analyse and communicate relevant information relating to project and programme financial management activities.

-Authorise project budgets, and prepare and gain sign off for programme budgets.

-Ensures consistent delivery and operation of high quality networking solutions, services and support to internal and external clients.

-Manage and develop the provision of service operations.

-Monitors and reports on the quality and effectiveness of network service management and performance to meet business and organisational objectives.

-Monitor and report on the quality, effectiveness and customer satisfaction relating to the provision of service operations.

Sep 2015 - Jul 2017

(1 year 11 months)

Incident Coordinator & Sr. Asso Technical Support

Tech Mahindra ICT Services Malaysia Sdn Bhd Selangor, Malaysia

Industry

Consulting (IT, Science, Engineering & Technical)

Specialization

IT/Computer - Network/System/Database Admin

Role

IT Executive/MIS

Position Level

Senior Executive

Monthly Salary

MYR 3,700

Provide 1st Level Technical Support, inclusive of IT Incident & Service Request to a defined group of clients. We do identifies the initial problem and attempts resolutions within the scope of the Service Desk support model.

- Execute on Major Incident and Process ensuring proper and timely communication, escalations, investigation, diagnosis, resolution, recovery and transition to Problem Management for High Priority incident across the organization.

-Troubleshooting high level Siebel issues for the client including Siebel server configuration, integration with 3rd party applications and infrastructure services;

- Assisting with Siebel system documentation;

- Providing high level of customer service;

- Managing incidents within SLAs;

- Executing system changes through a controlled and managed manner;

- Deploy Siebel environment configuration changes in response to applications issues/incidents;

- Develop & maintain scripts for supporting automated Siebel deployment activities in multiple environments;

- Deploy reference data migrations from pre-production to production environments - Identify and liaise with appropriate Incident Owners / Incident Managers to obtain ongoing incident impact and status update for communications

. - Manage and deliver on special projects related to continual service improvement, relationship management, metrics, process documentation and tools

- Execute on Major Incident and Process ensuring proper and timely communication, escalations, investigation, diagnosis, resolution, recovery and transition to Problem Management for High Priority incident across the organization.

- Identify and liaise with appropriate Incident Owners / Incident Managers to obtain ongoing incident impact and status update for communications.

- Manage and deliver on special projects related to continual service improvement, relationship management, metrics, process documentation and tools.

Sep 2014 - Aug 2015

(1 year)

Network and Service Operation Centre Executive

Extreme Broandband Selangor, Malaysia

Industry

Telecommunication

Specialization

Engineering - Electronics/Communication

Role

Telecommunication Engineer

Position Level

Senior Executive

Monthly Salary

MYR 2,550

-To perform schedule system health check, datad back-up service.

-To monitor condition of network and all facilities in Data Centre on 24 hours basis

-To follow up and preparation of incident reports for every reported incident until case closes

-To update and maintain the latest information of customers, inventory list and related

-Day to day operation tasks such as resolves incident tickets in network infrastructure

-Liaise with application groups on various projects and other system suppot requirements

Sep 2013 - Aug 2014

(1 year)

Network Helpdesk Support

Digi Telecommunications Sdn Bhd Selangor, Malaysia

Industry

Telecommunication

Specialization

Technical & Helpdesk Support

Role

IT Support/Helpdesk

Position Level

Senior Executive

Monthly Salary

MYR 2,250

- Assist customer who face Network issue / Connection Problem

- Troubleshooting Device Connection problems

- Handle all calls transferred from incoming customer request & complaints via phone with utmost professionalism and ensure high quality customer service is provided at all times.

- To handle all transferred network, devices & billing calls on a timely basis and achieve predetermined individual

- Deliver excellent service and make every encounter with company a delightful experience for every customer

- Adhere to work schedule as planned

- To promote, demonstrate and provide advice on a wide range of financial products and services to existing or new potential customer.

- Execute sales plans for prospective customer and support marketing campaigns organize by DiGi

Aug 2012 - Sep 2013

(1 year 2 months)

Customer Care Officer

Singtel Telecommunication Selangor, Malaysia

Industry

Telecommunication

Specialization

Customer Service

Role

Call Centre Executive

Position Level

Senior Executive

Monthly Salary

MYR 1,800

- Interact with customer

- Provide & process information in response to inquiries, concerns & request about product and services.

- Obtain & Evaluate all the relevent information to handle product & service inquiries.

- Follow up on customer Interactions

- Provide feedback on the efficiency of the customer service process.

-Cross selling

- Promote Value Added Services

Mar 2011 - May 2012

(1 year 3 months)

Global Support Executive

HSBC Data Processing Malaysia

Industry

Banking / Financial Services

Specialization

Banking/Financial Services

Role

Retail Banking/Branch Operation

Position Level

Senior Executive

Monthly Salary

MYR 2,500

HSBC Canada Telephone Banking Plus Department & Bermuda Collection

-Use judgment and initiative in performance of assigned tasks.

-Maintain service levels in accordance with Group standards.

-Provide enhancement service options, promotional offers and value-added services to our customer as determined by the business.

-Provide exceptional service through phone interactions with customers, focusing on resolving their requests the first time with an efficient, accurate, professional and courteous manner to create customer loyalty.

-Maintains production, quality and sales statistics to meet individual and departmental goals over an extended period of time.

- Under general supervision, in an inbound call center environment, service inbound calls from Premier customers and periodically conduct outbound calling to initiate a customer contact or follow-up with a customer request.

- Responsible for relationship building and account management while resolving customer inquiries in a professional manner.

-Serve as a liaison between customers, Group Premier centers and the Relationship Managers. Ensure customers experience a smooth transition and an exceptional service level throughout

Telephone Banking system background

Example: Emergency Cash/Cheque Book/Saving account/Loan/Mortgage/

Term deposit/GIC/Foreign Exchange PFS etc.

Education

2017

University of Malaya (UM)

Bachelor's Degree in Business Studies/Administration/Management Malaysia

Major

Banking & Finance

Grade

On-going

2009

Institute Vermond

Higher Secondary/STPM/"A" Level/Pre-U in Arts Malaysia

CGPA

2.81 / 4.0

Skills

Advanced

Banking And Finance, UBS Accounting Software, MYOB Accounting Software

Intermediate

Microsoft Excel, Microsoft PowerPoint, SCCM

Basic

CCNA, CISSP, ITIL Processes, SQL

Languages

Proficiency level: 0 - Poor, 10 - Excellent

Language

Spoken Written

English

10 10

Bahasa Malaysia

10 10

Tamil

10 0

Additional Info

Expected Salary

MYR 6,300

Preferred Work Location

Selangor, Kuala Lumpur, Anywhere in Singapore

About Me

Gender

Female

Age

28 years

Address

139 Jalan Seruling 45, Taman Klang Jaya, 41200, Klang, Selangor, Malaysia

Nationality

Malaysia

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