Colin Lum
Selangor
Summary
Dynamic Major Incident Manager with extensive experience at Nasstar, recognized for excellence in incident management and effective stakeholder communication. Proven ability to drive process improvements and lead cross-functional teams, ensuring timely and efficient incident resolution. Committed to enhancing operational efficiency through strategic initiatives and collaboration.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Nasstar
12.2019 - Current
- Lead the response to major incidents, coordinating efforts across various teams
- Ensure timely resolution of incidents to minimize impact on business operations
- Act as the primary point of contact for stakeholders during major incidents
- Provide regular updates to senior management and affected parties
- Translate technical issues into understandable language for non-technical stakeholders
- Work with technical teams to diagnose and resolve issues
- Implement workarounds and fixes to restore services
- Ensure adherence to established processes and procedures
- Monitor and manage Service Level Agreements (SLAs) and other performance metrics
- Ensure continuity of service in a 'follow-the-sun' model, coordinating with global teams
- Produce detailed incident reports and post-incident reviews
- Identify root causes and implement corrective actions to prevent recurrence
- Oversee change management processes to ensure changes do not negatively impact services
- Ensure all changes adhere to established protocols
Video Conference Support Team Lead
Premiere Global Services (PGi)
05.2015 - 12.2019
- Led a 24x7x365 Video Conference Specialist team
- Updated management on account-specific issues and escalated as necessary
- Managed team performance, conducted performance reviews, and maintained staff morale
- Recruited and trained new employees, ensuring smooth transitions
- Ensured adequate coverage for on-call and weekend support
- Generated monthly service delivery reports and performance metrics
- Acted as a key escalation point for the video service delivery team
Shift Lead
ACT Conferencing
01.2012 - 05.2015
- Acted as the primary escalation point within an operating shift
- Managed work allocation and ensured coordinated team operations
- Reported issues to appropriate teams and monitored team performance
- Responded to outages and customer complaints
- Guided team members and communicated with customers to resolve issues
Conference Support Engineer
ACT Conferencing
10.2007 - 12.2011
- Ensured successful launch of video conferences and troubleshooting
- Set up new video conference systems and assisted with bookings
- Managed large video conference events and trained in Hong Kong
Education
Bachelor's Degree - Software Engineering
Universiti Tun Abdul Razak
01.2006
Primary/Secondary School/SPM/O Level -
SMK Methodist ACS Klang
01.2000
Skills
- Process improvement
- Team engagement
- Problem-solving
- Incident management
- Team leadership
- Stakeholder communication
Certification
- itil 4.0 foundation
References
References available upon request.
Timeline
Major Incident Manager
Nasstar
12.2019 - Current
Video Conference Support Team Lead
Premiere Global Services (PGi)
05.2015 - 12.2019
Shift Lead
ACT Conferencing
01.2012 - 05.2015
Conference Support Engineer
ACT Conferencing
10.2007 - 12.2011
Bachelor's Degree - Software Engineering
Universiti Tun Abdul Razak
Primary/Secondary School/SPM/O Level -
SMK Methodist ACS Klang
Similar Profiles
Sunil SinghSunil Singh
IT Team Lead at NasstarIT Team Lead at Nasstar
Alif Azuan Bin Abdul RaniAlif Azuan Bin Abdul Rani
Manager, Compliance Advisory & Liaison Department at MBSB Bank BerhadManager, Compliance Advisory & Liaison Department at MBSB Bank Berhad
TROY TANGTROY TANG
Digital Marketing and Communications Executive at Dorsett Hospitality InternationalDigital Marketing and Communications Executive at Dorsett Hospitality International