Aminatol Munawarah Abdullah

1. Incident Governance and Process Standardization :

• Involves establishing ITSM processes and standards to ensure incidents are managed effectively and consistently within BNM from ticket raised till closure.
• Ensure these processes are documented and accessible to others as future references.

2. Monitoring Tickets :

• Provided operational support for service management, specifically on incident management by continuously monitor incidents raised within BNM to ensure tickets resolutions by support team adhered to agreed SLA timeline. This included closely managing both current and backlog incidents, by clearing and diligently following up on tickets.
• Actively engage with relevant support team to ensure prompt resolution of Incident tickets.
• Manage day-to-day end-user requests associated with Incident Management within ITSM.
• Collaborate and closely coordinates with change management team to validate major incidents to determine if emergency change is necessary. Ensured that all criteria are met before promoting or rejecting proposed major incidents.
• Monitoring and tracking Incident Report Tracker to guarantee completion of incident reports for severity 1-3 incidents reported in DTS Incident Response group. This is crucial for tracking and audit purposes.

3. Will serve as direct backup to Incident Manager when needed

4. Developed Service Now dashboards and prepared reports for management

5. Managing operation of Service Desk Level 1 as liaison officer between BNM and Vendor.

• Delivered exceptional Hardware technical assistance through both phone and email channels while maintaining professionalism at all times.
• Assist FUJIFILM Business Innovation customers with general enquiries, consumables and/or supplies orders and service support requirements, with a focus on service excellence and first call resolution.

• Provide software and hardware troubleshooting assistance for Global Baker Hughes over the phone, emails and web chat using LogMe In system
• Log service ticket in USD ticketing tools system
• Escalating application issue to appropriate support team
• Assisting user on My id, Okta Verify apps, Smartcard ( Virtual and Physical ) provision,o365, SCCM, Local and Network Printer setup, Software Installation, Outlook, PST, Global Protect, DL and Mailbox creation, Phone setup, Sap Configuration ( Access and reset pasword ), Window logon and etc

• Completely own a P3 and P4 Incident throughout its life cycle and drive it until closure (For In-Scope Incident)
• Chase the ticket with the appropriate resolver group and driving them to closure before breaching
• Take ownership of the tickets which have been transferred excessively and ensure it is addressed by the appropriate resolver group until closure
• Leading Asean region team in managing backlog ticket
• Call out for war room/Channel to address urgent escalation received
• Report Breaches & Drive resolver teams to close tickets
• Escalate the concerns from Resolver Groups and ensure no invalid tickets passed to Service Desk queue by any of the Resolver Groups
• Prepare E2E daily report consisting daily ticket progress and trend of ticket throughout the year.

• Validate requests (correct and update request items)
• Providing information/messages to inform all relevant parties of any additional information in order to handle the request as efficiently and effectively as possible
• Manage functional mailbox and contact customers for more info and obtain correct approvals for each request
• Review all request items submitted by end users via My Request.

• Serve as a liaison between Shell user, Group Premier centres and the Relationship Managers
• 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
• Smart card pin reset or to unblock smartcard, ADMIN account password reset, provided MOB password, reset/ issues, advice on MOP/OTP token, provided SAP password, reset- procurement system and many others related to login password.