Alfred Raj Thaines
IT Service Delivery Management
Klang,10
Summary
Diligent Service Delivery Specialist with 20 years in IT Service Management. Strong relationship-building skills with attention to details and dedication to meeting service delivery timelines. Detail oriented with excellent safety record.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Service Delivery Specialist
IBM Client Innovation Centre Malaysia Sdn Bhd
Cyberjaya, Selangor
01.2015 - 05.2021
- Apply structured methodology and tool to create strategy to support adoption of changes required by project or initiative while being responsible for education of Change Management process.
- Review and approve all planned and scheduled changes if required criteria is met as per Change Management policy.
- Ensure that changes are communicated in timely and adequate manner.
- Conduct and Chair Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings on weekly basis via conference call. Ensures that all preparations are made for CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants.
- Consult, discuss and educate on change issues with project teams, implementation teams, SDM/SAM and Project Managers along with report generation.
- Utilize Change Management reporting system to monitor and track changes (Audit).
- Review all implemented changes to ensure it has been carried out and identify change requests that have not been acted upon in timely manner while take appropriate action (Audit).
- Establish and maintain good rapport with strong relationships among PM, SDM and SAM.
- Problem solving & root cause identification skills along with adherence to policies and procedures.
- Familiarity with project management approaches, tools and phases of project lifecycle.
Major Incident Manager (MIM)
CSC Computer Sciences Sdn Bhd (now known as DXC Technology)
Petaling Jaya, Selangor
11.2013 - 12.2014
- Primary responsibility is to coordinate restoration of customer’s affected service(s) as fast as possible, while minimizing impact to client and maintaining integrity of CSC.
- Enforcing Incident Management Process through lifecycle of all Critical Incident as per CSC documented process.
- Coordinate service restoration activities through identification of resolutions and workarounds.
- Escalate issues affecting service restoration to management.
- Scribe/Maintain/Update/File - Service Restoration Team (SRT) minutes to accurately represent timeline of events, agreed actions and attendees for use in Root Cause Analysis (RCA) process by ensuring accurate and timely communications is sent to internal and approved external stakeholders including management.
- Utilize CSC standard toolsets (e.g. Remedy/USD). Control critical incidents end-to-end through their lifecycle utilizing Escalation and Notification (E&N) and other CSC processes.
- Liaison with stakeholders including Service Managers, Support Managers, Technicians, Third Party Suppliers and Senior Management to ensure process compliance.
- Ensuring accurate and up to date documentation is maintained during lifecycle of Critical Incident to provide accurate input to other linked processes such as Problem, Change and Knowledge Management.
- Providing input to knowledge sources and tools in order to improve and refine Incident Management process.
- Adopt CSC’s ITIL methodology to deliver Incident Management services in compliance with CSC and ESM business processes and procedures.
- Adhering to all site health, safety, quality, security procedures and all operational standards.
Service Request Analyst
CSC Computer Sciences Sdn Bhd (now known as DXC Technology)
Petaling Jaya, Selangor
11.2010 - 10.2013
- Facilitate delivery of Service Request activity against defined performance targets and in alignment with CSC standards.
- Managing performance and productivity of defined group
of SR resources supporting multiple accounts. - Partnering with SR operations and catalog management to set priorities and deliver results.
- Drive service standardization in areas of process compliance, operational reporting, leveraging of best practices and talent development.
- Primarily interact with service providers to ensure delivery of service request activity. Also with various service management teams to ensure effective service integration and alignment.
- Drive compliance on key activities across service request life cycle; includes resolver ticket update policies, fulfillment workflows, accurate asset data capture, validation of billing data, etc.
- Building operational capability; develop talent and maximize value of leverage for defined group of SR resources.
- Provide clear, direct visibility into operational performance of service within assigned account(s).
- Support resolution of escalations as required in partnership with SR operations and catalog management.
- Work collaboratively to define, prioritize and execute on continuous improvement plans.
- Provide input to continuous improvement of SR service offering documentation; includes all elements of service package (process, procedure, work instructions, report standards, reference guides, etc.
Senior Support Executive (Process Specialist)
HSBC Electronic Data Processing (Malaysia) Sdn Bhd
Cyberjaya, Selangor
10.2005 - 10.2010
- Dealing with Commercial lending product such as Term Loans, Banker’s Acceptance and Forward Contacts.
- Conduct training, support and guides staff members to ensure quality and productivity standards are maintained while coping with staff turnover and inexperienced staff.
- Subject Matter Expert (SME) for Credit, Approval and Risk Management (UK).
- Review and provide approval on work item and regularly review in order to maintain quality and productivity at optimum level.
- Identify and resolve queries on day-to-day basis ; Actively involved in assisting onshore team on all queries.
- Delivering procedures updates or workflow changes to team members when required/necessary.
- Auditing completed work items and providing appropriate feedback to team members on errors/mistakes; if any.
Education
High School Diploma -
SMK Methodist (A.C.S.) Klang, Selangor.
Klang, Selangor. 01.1998 - 12.2002
Skills
Decision Making
undefinedAccomplishments
- Certificate of Excellence For the Most Outstanding Global Support Executive - HBEU Back Office Reward & Recognition for the month July, August & September 2009.
- Certificate of Excellence For the Most Outstanding Global Support Executive - HBEU Back Office Reward & Recognition for the month July, August & September 2010.
- Eminence & Excellence Award (January 2017) - Successfully reduced non-compliance from 18% against target of 7.8% to below SLA target, and educated change owners which resulted in reduction of non-compliance.
HSBC Electronic Data Processing (Malaysia) Sdn Bhd
IBM Client Innovation Centre Malaysia Sdn Bhd
Certification
ITIL® Foundation Certificate in IT Service Management - (Registration number: 9980012425843313) (Certificate number: GR750160454AT)
Timeline
ITIL® Foundation Certificate in IT Service Management - (Registration number: 9980012425843313) (Certificate number: GR750160454AT)
03-2015
Service Delivery Specialist
IBM Client Innovation Centre Malaysia Sdn Bhd
01.2015 - 05.2021
Major Incident Manager (MIM)
CSC Computer Sciences Sdn Bhd (now known as DXC Technology)
11.2013 - 12.2014
Service Request Analyst
CSC Computer Sciences Sdn Bhd (now known as DXC Technology)
11.2010 - 10.2013
Senior Support Executive (Process Specialist)
HSBC Electronic Data Processing (Malaysia) Sdn Bhd
10.2005 - 10.2010
High School Diploma -
SMK Methodist (A.C.S.) Klang, Selangor.
01.1998 - 12.2002
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