Incident management,network, security respond, reporting

Hazliyana Ismail

Solution Engineer (* years * months)

NTT MSC Communication Sdn Bhd

+60-123****** ***********@*****.***

Bandar Saujana Putra, Selangor

Experience

** ***** ** ****l experience

June 2024- Present Service Desk Operation support

Mercedes-Benz Services Malaysia Sdn Bhd

Proactive Monitoring:

• Utilize ServiceNow to design and implement comprehensive proactive monitoring solutions for infrastructure components and application.

• Leverage ServiceNow dashboards and reporting features to provide insights into system health and performance trends.

• Collaborate with cross-functional teams to implement automated alerting and notification processes within the ServiceNow platform.

• Establish and achieve key performance indicators (KPIs) for reducing system downtime and improving response times.

Performed daily Infra Server server health check such as, DB SQL, IPOS Production for CPU,memory, top 10 failed request code, cloud instance role for southeastasia.

Incident Management:

• Manage incidents using the ServiceNow incident management module, ensuring timely and effective resolution.

• Utilize ServiceNow's Incident Command Center for real-time incident tracking and coordination.

• Perform post-incident analysis and contribute to the improvement of incident response procedures.

• Set and achieve KPIs for incident resolution times and customer satisfaction.

Continuous Improvements:

• Drive continuous improvement initiatives using ServiceNow's IT Service Management (ITSM) capabilities.

• Collaborate with stakeholders to identify areas of improvement and implement changes using ServiceNow Change Management.

• Utilize ServiceNow's Performance Analytics to track key performance indicators and identify improvement opportunities.

• Set and achieve KPIs for process efficiency and reduction in incident recurrence

Interface Monitoring - API's:

• Leverage ServiceNow to monitor and troubleshoot interfaces, especially API connections between different systems.

• Implement ServiceNow's Event Management module for streamlined monitoring and incident response related to API interfaces.

• Collaborate with developers and system architects to optimize API performance and reliability.

• Establish and achieve KPIs for API availability, response times, and error rates.

Change and Problem Management:

• Utilize Jira for raising and tracking change requests and problem tickets.

• Collaborate with cross-functional teams to ensure efficient change management processes.

Customer Service:

• Utilize ServiceNow's Service Portal and Self-Service capabilities to enhance the end-user experience.

• Engage with end-users through ServiceNow's communication channels, ensuring clear and concise updates during incidents and changes.

• Collaborate with ServiceNow User Experience (UX) experts to optimize the user interface and improve overall usability.

• Monitor and meet KPIs for customer satisfaction and resolution times.

Capacity Planning:

• Utilize ServiceNow's Performance Analytics and Reporting features for capacity planning, ensuring optimal resource utilization.

• Collaborate with relevant teams to forecast and plan for future infrastructure and application needs.

• Conduct regular reviews of capacity-related incidents and make recommendations for infrastructure scaling and optimization.

• Set and achieve KPIs for capacity planning accuracy and proactive resource allocation.

Monitoring Tools:

Monitor alerts from datadog mcap,Azure for system utilization, Cpu, database performance

Analysis logs,waterfall to find error http top 10 request failed and which system affected on the workflow

Coordinate with developer on the issue escalate from business users.

Security compliance:

Perform patching work for schedule monthly

Respond and investigate the security incident

Provide report for weekly and monthly

supporting & maintaining the day-to-day operation of data network monitoring tools (e.g. Datadog) & ensure related support documentation are updated

Participate in system design with users to improve network monitoring, visualization services and create sustainable systems through automation.

March 2023- Dec 2023 Information Systems Audit Executive

Pacific & Orient Berhad KL

Perform annual IT risk assessment, propose and prioritise audits based on risk management, BNM RMiT, BCP and ISO27 cybersecurity

Plan, conduct and document risk-based audit of IT functions, processes and underlying IT systems, evaluate control environment, internal control, security and data integrity.

Identify, assess and develop solutions for internal control, security and data integrity issues and make value – added recommendations to reduce cost, improve efficiency in processes and rectify weaknesses in controls.

Perform creation Deletion users group and managed IAM system for enhance policy company

Attend Cybersecurity awareness training

Investigate root cause and prepare report for incident security

Scan and review group policy password parameter to reflect SOP document

Monitor compliance with the Company’s security policies, procedures and processes as well as federal, state and local laws, regulations and accreditation criteria.

Perform pen test to find weakness vulnerabilities and security issue in web application, network and device.

Participate annual Disaster Recovery Planning test to ascertain the adequacy of the Company’s DRP testing preparation and exercise performance.

Recommends production fixes and online / batch performance improvement measures.

Aug 2013 –March 2023

(10 years 3 months)

Client Support Engineer

NTT MSC Communication Sdn Bhd Selangor, Malaysia

Industry

Telecommunication

Specialization

IT/Computer - Network/System/Database Admin

Role

Solution Engineer

Position Level

Senior Executive

Provide 1st level IT Technical support, hardware maintenance,software troubleshooting and problem resolution.

Respond security incident for vulnerabilities, threat and change request Firewall

To ensure incidents are allocated to the most appropriate 'next step' as part of the incident flow

Support any IT related matters/issues (i.e. trouble-shooting, laptop malfunction, network/internet connection, server installation/performance, printer connection, hardware/software issues, Microsoft Office365, clients’ VPN connection or any IT disruptions that prevents smooth business operation)

Coordinate with the vendor and the Regional Telephony Team to maintain the Telephony platform and ensure 365/24/7 efficient operational state.

Ensure and manage Service Level Agreements (SLAs) definition, compliancy and evolution according to business and user’s needs.

Coordinate on Purchase/Lease/Disposal of IT office equipment or IT assets (laptops, monitor screens, projectors, video-conferencing)

Destruction of un-used official hardware (i.e. Hard-disks, thumb-drives, laptops, etc.)

Support the setup of laptops for new joiners deploying office customized Windows image and assist with IT information management orientation to prevent any security flaws by new employees

Manage of office IT assets (PC & IT equipment) i.e. replacement planning, practice of ordering, storing, tracking, and controlling inventory of IT asset

Coordination with Infrastructure Team on server maintenance, security issues, patch releases &/or critical IT issues (i.e. carrying out tests and investigations); participates in Regional IT weekly and monthly conference calls

Preparation of User Guide for internal/external system and internal procedures

Creating firewalls and updating virus protection software and data security systems to keep data and communications protected

Monitoring computer systems to improve network performance for all systems

Troubleshooting, resolving, and communicating networking issues to other employees and management

Implementing disaster recovery procedures

Maintaining current knowledge and understanding of security and networking best practices to offer the best solutions and protection to company systemsShare knowledge obtained and learn from others as part of a natural team across process flow,network diagram,escalation for operations and service management, amongst others.

Monitored client banking for security Ddos and alert fault from Arbor/Imperva application, generated ddos report and identify destination IP and source for malicious network.

Engaged with support for change request whitelist IP,blocking url, firewall rule,NAT rule,security detection,malware domain of network or security device such as Palo Alto,Packet shaper,Fortiget Firewall.

Assist to perform DNS request to create record, TXT and reverse, install and upgrade software

Create user id group, delete from Active Directory to align SOP IT document.

Generate monthly report for Dddos, Utilization bandwidth, change request for clients and update documentation to operations.

Involved maintenance software upgrade and DRC planning yearly BCP requirements

Service Reporting: Facilitate generation and review of contractual service management reports required and client leadership

SLA Management: Facilitate SLA governance process including reporting and tracking of SLA performance, escalation in the event of potential SLA misses, and RCA analysis and remediation in the event of missed SLAs.

Perform adhoc analysis of change/incident/problem data for management information as required.

Identify operational/process issues and suggest potential solutions.

Act as Senior on major incidents during office hour

Co-ordinate activities to ensure that all operational duties are delivered.

Staff management including time reporting and training plans.

Ensure that functional knowledge is shared among team members to provide cover.

Identify and implement continuous improvement initiatives to improve team productivity and reduce costs.

Assist to new project transition and communicate with stakeholder, project manager,service delivery manager,service desk,operation manager.

Prepare documentation for scope of work, company overview, incident,change,problem process handling according to SLA, workflow, chart organization.

Single point of contact for incident handling and prepare service report and improvement highlighted

Oct 2010 - Jul 2013

(2 years 10 months)

Network Engineer (NOC)

Packet One Network Sdn Bhd

Industry

Telecommunication

Specialization

IT/Computer - Network/System/Database Admin

Role

Network/System Engineer

Position Level

Junior Executive

Perform day to day technical support and fault management for all P1 Wimax network products and services

Responsible for problem/incident management, tracking of all issues, escalation and reporting

Managing the Service Operations Centre (SOC) Service Level Agreements (SLA), incident as well as Problem Management.

Making sure the Service Operations Centre (SOC) Service Level Agreements (SLA) are met within the agreed Key Performance Indicator (KPI).

Managing TT severity as well as coordinating escalation to configuration owners as well as management team.

Driving service restoration MTTR, making sure all TT are within the established SLA/KPI and making sure the submission of IR is done for TT closure.

Monitoring alarms for cabinet equipment ISP such as ZTE & ALU equipment and performed troubleshooting network problem.

Generate and compile resolution reports on a daily basis

May 2010 - Sep 2010

(5 months)

Technical Support Engineer

Vyke Asia Sdn Bhd

Industry

Telecommunication

Specialization

IT/Computer - Network/System/Database Admin

Role

Technical Writer

Position Level

Junior Executive

To identify and resolve first level related issues via email, telephone or IM

To monitor and capture any fraud activity on payment gateway

To analyse and perform network / carrier test calls

To assist customers by providing them with information on support functions and products.

To log and escalate the request to second level where appropriate

Nov 2007 - Sep 2009

(1 year 11 months)

Operation Support Specialist

Hewlett Packard

Industry

Computer / Information Technology (Hardware)

Specialization

IT/Computer - Network/System/Database Admin

Role

Network/System Engineer

Position Level

Junior Executive

Provide first level support for Window server and all IT-related issues

Provide monitoring task for UNIX. Wintel and Backup through OVO.

Log and analyse problem in achieving SLA objective, make necessary changes and

recommendation.

To create, update, and resolve server related incidents logged in the Incident Management System.

Generate and compile resolution reports on a daily basis. Create, maintain and document new implementations as well as to update knowledge base

2005 - 2006

(1 year 1 month)

Clerk

CIMB BANK Selangor, Malaysia

Industry

Banking / Financial Services

Specialization

Banking/Financial Services

Role

Retail Banking/Branch Operation

Position Level

Fresh / Entry Level

Review loan application materials and closing documents for potential borrowers and check the accuracy of the information

Ask questions to loan applicants about their financial history and personal information to get a more accurate picture of borrowers’ suitability

Gather all appropriate paperwork and materials for loan application closing, such as tax forms, title documents, insurance information and loan terms

Enter information about the loan details, the terms, the information from the application and the funds received into a computerized database

Verify the details of the customer’s collateral when required in the loan application by interviewing the customer and researching information

Crosscheck customer financial and personal data by conducting credit checks and background checks and contacting employer and personal references

Compose loan application letters, closing documents, forms, bank letters, requests for more information and other types of correspondence by using word processing software

Inform customers about loan terms and the repayment procedures upon loan approval and answer any questions about the process

Education

2009

Open University Malaysia

Bachelor's Degree in Computer Science/Information Technology Malaysia

2001

College Bionergy

Diploma in Computer Science/Information Technology Malaysia

Skills

Able to use all available monitoring tool and proactively resolve issues. network troubleshooting routing, – Product to support access switch, router, firewall, Security incident,Threat and malware,DNS change request, DHCP.Knowledge in Zabbix, WUG monitoring and Dell switches, Service Now, DWDM,Siem tool

(Remedy EWM),(OVSD),and OVO, Ms Office,Words,Excel,Powerpoint, Lotus Notes email,Outlook,Active Directory,Server Hardening, Group Policy,Upgrade and patch software

Audit Report, BNM RMIT, ISO27000, IT Asset Management, Security Endpoint, Pen Testing

Firewall change request.

Window98/XP/2003 server, VMWare,Ms Access,Visual Basic, AS400,BI101-SAP BUSINESS INTELLIGENCE/BUSINESS, FIGL101-SAP GENERAL LEDGER ACCOUNTING, FIAR101-SAP FINANCIAL – ACCOUNTS RECEIVA, FIAP101-SAP FINANCIAL – ACCOUNTS PAYABLE, FIAA101-SAP FINANCIAL-ASSET ACCOUNTING.

Languages

Language

Spoken Written

Bahasa Malaysia

8 9

English

7 7

Additional Info

Preferred Work Location

Selangor, Kuala Lumpur, Anywhere in Malaysia

Other Information

•Profesional Certificate : ITIL Foundation, SAP,Accounting, Customer Service, Auditing,

I have good interpersonal skills, able to solve problem with minimum requirement and fast leaner, critical thinking skill, able to work with cross function team including various application and Infrastructure team. I have good knowledge in Extensive network troubleshooting skill in complex environment.

Skills set: Incident, SIEM tool, pen test, Audit, familiar all monitoring events. Networking, system and infra server, Azure Cloud

About Me

Gender

Female

Age

39 years

Nationality

Malaysia

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