Jabez John
Responsable service gestion des incidents
37 years old
Driving License
Tralee (Co. Kerry) Ireland
Student
Available
Passionné par la position opérationnelle basée sur le client dans une organisation progressive et dynamique dans le secteur des affaires et des opérations managériales.
Responsable du service de gestion des incidents
Scope International Sdn Bhd
October 2014
to September 2016
- Développement et pilotage d'une stratégie au sein du service de gestion des systèmes d'information, des incidents et des opérations.
Detailed Description
- Review and manage day to day datacentre, overall banking operation and IT Operational issues.
- Manage performance of services delivered by IT service vendors
- Develop and maintain the Incident and Problem Management processes to assist the other ITIL disciplines in minimizing the adverse effect on the business Change, Service Request, Release, Problems, Configuration and Asset Management.
- Ensure that changes to processes are properly approved, communicated and managed through the Change Management process.
- Direct intervention with command and control centre (CNC) and Rapid Response Management unit as to proactively identify all kind of issues to major impact to business, clients and end user.
- In charge of Emerging incident Team previously known as Sev 3 team. By coordinating day to day BAU operations and additional ad-hoc tasks.
- Monitor high priority alerts by coordinating with various production support teams to identify valid alerts that could threaten the bank.
- Liase with Senior Management Board during any major (High or Critical) Incidents as to keep them closely informed on the recovery so that penalization and impact to the bank could be minimized. Senior Management Board will also be required to actively participate during major outbreaks or natural disasters as to not delay decision making during critical times.
- Apart from daily BAU operations, additional projects are expected to be delivered with assistance of Senior Management and Project Management team as to improve the tools and technologies for CnC and Incident Management as whole.
Responsable d'incidents
Computacenter Services (Malaysia)
January 2013
to September 2014
- Responsable de la classification des réceptions d'incidents et de leur prise en charge pour assurer la restauration d'un service informatique défaillant aussi rapidement que possible.
Detailed Description
- Communication to IS management and stakeholders
- Manage third-party suppliers where responsible to deliver a Service Level Agreement and or Operational Level Agreements
- Close cooperation with problem management team
- Hold regular meetings with IT Groups to review on-going issues and activities and report to the Service Management and IT Steering Committee as required
- Ensure that Incident Management functions, systems, services and on-going procedures conform to the requirements of the Legal, Audit and Compliance Departments and external regulatory bodies
- Provide training and job aids where required
Escalation Specialist (Microsoft)
Datacom Southeast Asia
January 2010
to December 2012
- Responsable du programme de fidélisation Microsoft. Support des utilisateurs de licenses Microsoft, MSDN, Dreamspark, abonnés TechNet...
Detailed Description
- Act as the-point-of contact as Microsoft representative and adhere to established work group or team
- Taking email inquiries, complaints and questions from customers related to billing, technical & change of products issues using appropriate listening skills, questioning skills and empathy skills
- Keeping accurate call logs regarding the solution applied to the customer’s problem
- Create a positive customer experience through providing an efficient and quality solution to customer enquiries/ problem
- Customer phone escalations and improvement in Call Handling efficiency
- Escalate any queries or unresolved issues, which cannot be completed within the agreed procedures
- Work on agreed productivity and quality standards (log-on time, talk time, customer satisfaction monitors and etc)
- Responsible for developing, coaching and profiling agents to excel in technical troubleshooting skill’s
- Set own goals to achieve to assist in overall achievement of Key Performance Indicators KPIs
- Supervise volume licensing agents – 35 agents
- Prepare reports on the escalations and complaints received by weekly and monthly.
- Receives and reviews all RM escalations
- Identifies all other information required from the complaints/issues and send back to submitters for completion, prior to escalations to RMTs, as appropriate
- Assign issues to Response Management Team (SME)
- Act as back-up for Team managers in times for long absence from work as a result of sickness, annual vacation leaves, offsite trainings and meetings.
Consultant Frontline
Digi Telecommunications Sdn Bhd
September 2008
to September 2009
- Prise en charge des requêtes de clients pour le support des produits et services avant et après vente.
Detailed Description
- Log all the cases on the tools that's been given
- Assist customer in solving their issue and escalate the cases to the necessary department if the issue can't be resolved by the frontline
Responsable gestion opérationnelle
IT Portlink Sdn Bhd
March 2007
to July 2008
- Mise à jour du système de mouvement du port nord, maintenance préventive, rapports journaliers et supervision des mouvements de pilotes.
Detailed Description
- Analyze the pro and con's feedback by the engineer
- Follow up on the case and make ownership on those cases are pending for approval
- Logging calls and answer calls promptly
- Assigning engineers on side and monitor the head counts on each respective department on each project
- Prepare quotation and also perform other duties as assigned or requested
