ANIS DEV VASUDEVAN
IT Service Management
Kuala Lumpur
Summary
15 years of experience as an Incident, Problem and Change Manager, Network Provisioning Engineer, and IT Technician where I excelled with numerous accomplishments. Implemented forward-thinking and strategic business growth solutions by using experience and knowledge. Effectively leading projects, initiatives, and technical assistance to maintain revenue increases from establishing test plans and performing user acceptance tests by connecting between cross-functional departments and overseeing peak-performing staff.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
3
3
Certificates
3
3
Languages
Work History
IT Service Manager - Incident, Problem and Change
Aventra Group Shd Bhd
08.2023 - Current
- Responsible for administering and managing processes in order to restore regular service operations as soon as feasible while minimising the impact on business activities
- Maintaining the highest possible level of service quality and availability
- Proactively manage regional IT services to guarantee excellent SLA delivery and timely resolution
- Manage the day-to-day Incident and Problem operations of the ITSM services to ensure that all production incidents are managed in accordance with agreed-upon SLAs, as well as to support all new Service Level Agreements for new system rollouts
- Manage and monitor the performance of the Incident Management Committee (IMC) by offering Problem Analysis, Trending, and Problem Resolution
- Create a procedure for incident triage and management, create metrics and measures, and manage and administer monitoring systems
- Monitor the system and services for the most efficient functioning, identifying defects and possibilities for further optimisation
- Determine and oversee the deployment of innovative process and technological solutions
- Recognises and proposes opportunities for 'clean-state' process improvement in Incident/Problem Management, fault monitoring, critical procedure, and issue escalation
- Oversee the timely execution of recurring and planned processes such as periodic system validation, daily triage, system monitoring, and event log management
- Define, review, and improve ITIL processes by implementing ITIL best practises with the goal of establishing an effective and cost-effective Service Management setup
- Define, implement, and evaluate Service Management strategies in order to deliver effective Regional Service Management services while achieving or exceeding SLA targets and ensuring complete customer satisfaction
- Change Manager
- First point of contact for Change Management control
- Assess quality of change documentation & approve/update/reject accordingly
- Host CAB Meeting for Changes
- Prepare and send daily weekly and monthly reports
- Register and Communicate Change Freezes
- Identify change freeze / change conflicts
- Ensure classification of the change is correct and that changes are assessed for its risk, impact and business benefit
- Monitors the ticket closure and high-risk changes over the weekend
Service Management Lead
PRINCIPAL ASSET MANAGEMENT BERHAD
12.2021 - 10.2022
- Responsible for administering and managing processes in order to restore regular service operations as soon as feasible while minimising the impact on business activities
- Maintaining the highest possible level of service quality and availability
- Proactively manage regional IT services to guarantee excellent SLA delivery and timely resolution
- Manage the day-to-day Incident and Problem operations of the ITSM services to ensure that all production incidents are managed in accordance with agreed-upon SLAs, as well as to support all new Service Level Agreements for new system rollouts
- Manage and monitor the performance of the Incident Management Committee (IMC) by offering Problem Analysis, Trending, and Problem Resolution
- Create a procedure for incident triage and management, create metrics and measures, and manage and administer monitoring systems
- Monitor the system and services for the most efficient functioning, identifying defects and possibilities for further optimisation
- Determine and oversee the deployment of innovative process and technological solutions
- Recognises and proposes opportunities for 'clean-state' process improvement in Incident/Problem Management, fault monitoring, critical procedure, and issue escalation
- Oversee the timely execution of recurring and planned processes such as periodic system validation, daily triage, system monitoring, and event log management
- Define, review, and improve ITIL processes by implementing ITIL best practises with the goal of establishing an effective and cost-effective Service Management setup
- Define, implement, and evaluate Service Management strategies in order to deliver effective Regional Service Management services while achieving or exceeding SLA targets and ensuring complete customer satisfaction
Incident & Problem Manager cum Change Coordinator- Service Management
PCCW SOLUTIONS MALAYSIA - (STARHUB)
06.2021 - 12.2021
- Coordinate and handle the resolution of important issues by utilising technical, partner, and business resources to restore service as soon as feasible to maintain SLA compliance and to ensure frequent updates are delivered on a timely basis in accordance with the incident management procedure
- Manage incident status and give proper communication to high leadership management
- Facilitate the root cause analysis and deliver the incident report for all big incidents
- Participate in Root Cause Analysis and Problem Management processes, and contribute to areas of improvement such as incident reduction
- Review and adjust incident management methods, policies, and escalation procedures on a regular basis to improve response efficiency and effectiveness
- Managing incident ticket management, which includes tracking, auditing, reporting, and trending
- Documentation for Problem Management, Change Management, and Risk Management in Service Management
- Review all relevant teams' performance and service level agreements (SLAs)
Incident & Problem Manager cum Change Coordinator- Service Management
ATOS SERVICE SDN BHD - (STANDARD CHARTED BANK)
03.2015 - 05.2021
- Develop, develop, and maintain a schedule management system to support selected projects and their plans
- Collaborate with the project team and task managers to establish the scope of work in order to create and update a thorough schedule
- Assist the project management team in maintaining efficient and timely change management processes, procedures, and systems
- Generate reports, assure peak performance, and keep track of service level agreements for customers
- Design, implement, and oversee effective maintenance, as well as adherence to all disaster recovery plans
- Execute necessary tests and give training in order to improve product quality and standardise all artefacts
IIT Operation & Network Engineer
EMERIO (M) SHD BHD
03.2013 - 11.2014
Education
MBA - Digital Transformation
Veritas University
Kuala Lumpur, Malaysia 04.2019 - 01.2023
Diploma - Information Technology
PTPL Shah Alam
01.2006 - 01.2009
Certificate - Computer Science
PTPL Shah Alam
01.2003 - 01.2006
Skills
IT Infrastructure Library (ITIL)
Certification
ITIL v3 Foundation Certified, 01/2012
Timeline
ITIL 4 Foundation Certified
07-2024
IT Service Manager - Incident, Problem and Change
Aventra Group Shd Bhd
08.2023 - Current
AGILE SCRUM MASTER
01-2022
Service Management Lead
PRINCIPAL ASSET MANAGEMENT BERHAD
12.2021 - 10.2022
Incident & Problem Manager cum Change Coordinator- Service Management
PCCW SOLUTIONS MALAYSIA - (STARHUB)
06.2021 - 12.2021
MBA - Digital Transformation
Veritas University
04.2019 - 01.2023
Incident & Problem Manager cum Change Coordinator- Service Management
ATOS SERVICE SDN BHD - (STANDARD CHARTED BANK)
03.2015 - 05.2021
IIT Operation & Network Engineer
EMERIO (M) SHD BHD
03.2013 - 11.2014
ITIL v3 Foundation Certified, 01/2012
02-2012
Diploma - Information Technology
PTPL Shah Alam
01.2006 - 01.2009
Certificate - Computer Science
PTPL Shah Alam
01.2003 - 01.2006
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