Mohd Hazezy Bin Hussin

• Promoted to Senior within the Managed Services team; led L2 engineering support for global fintech customers across trader communication and voice-recording platforms to ensure SLA compliance and high availability.
• Own day-to-day incident management and escalation for high-severity events; coordinate cross-functional resolver teams, and vendors to accelerate root-cause analysis and restore service quickly.
• Perform regular system health checks, break-fix repairs, system/user configurations, deployments, upgrades, and backups to maintain platform stability and reduce downtime.
• Lead change implementations end-to-end: planning, testing, documentation, and post-change review, to improve reliability and reduce recurring incidents.
• Serve as a subject matter expert and mentor: deliver technical guidance, run knowledge transfers, and support escalations; acted as Team Lead for operations, resource planning, and escalation management.
• Participate in major incident calls, and produce weekly/monthly service reports and client communications to drive transparency and continuous improvement.

Technologies:

• IPC (CX Unigy)
• NICE (NTR-X, NTR, Engage)
• Verint (VFC)
• Audiocodes (Media Gateway & SBC)
• Kubernetes

• Delivered L2 technical support for managed-services customers in the fintech sector across trader communication and voice-recording platforms, maintaining SLA compliance, and high availability.
• Performed daily system health checks, break-fix repairs, system and user configurations, deployments, upgrades, and backups to ensure platform stability.
• Diagnosed and resolved complex incidents; coordinated with resolver teams and vendors to accelerate root-cause identification, and reduce business impact.
• Led change implementations, conducting testing and documentation to improve reliability, and reduce recurring issues.
• Acted as a subject matter expert and mentor, providing technical guidance, knowledge transfers, and escalation support for the engineering team.

Technologies:

• IPC (CX Unigy)
• NICE (NTR-X, NTR, Engage)
• Verint (VFC)
• Audiocodes (Media Gateway and SBC)
• Kubernetes

• Provided L2 and L3 technical support for enterprise telephony (PBX) and contact center platforms, handling escalations, and complex troubleshooting.
• Executed system deployments, upgrades, IVR, and telephony configurations, and backups to maintain service stability and minimal downtime.
• Led root-cause analysis, and coordinated third-party vendor and Telco escalations to deliver timely resolutions and preventive actions.
• Participated in change implementation and testing, following ITIL best practices, and maintaining accurate change documentation.

Technologies:

• Cisco (CUCM, UCCE, Unity, TelePresence, WebEx)
• Genesys (PureConnect and CX Cloud)
• Microsoft (MS Teams)
• Oracle SBC.

• Provided L2 technical support for enterprise PBX and contact center platforms, handling break-fix, system/user configurations, and IVR maintenance.
• Executed system upgrades, backups, and routine deployments to maintain service availability.
• Troubleshot daily issues and coordinated with the Database, Networks, and Wintel teams; escalated complex problems to senior engineers for in-depth investigation.
• Supported documentation and knowledge transfer to improve team efficiency, and reduce repeat incidents.

Technologies:

• Cisco (CUCM, UCCE, Unity, TelePresence, WebEx)
• Genesys (PureConnect and CX Cloud)
• Microsoft (Skype for Business)
• Oracle SBC

• Provided L1.5 remote technical support to corporate users, managing incidents and service requests in accordance with SLA priorities.
• Managed incident and request lifecycles: triaged, resolved, or escalated tickets, and communicated with stakeholders during major incidents.
• Performed weekly audits of Change Requests to ensure data accuracy and compliance with change processes.
• Administered Active Directory (users, groups, OUs, domains), performed password resets and account unlocks, and managed Exchange mailboxes.
• Proactively monitored NOC alerts, and coordinated incident reporting and escalation to reduce business impact.

• Provided first-level end-user support via phone and remote tools, resolving hardware and software issues within SLA targets.
• Managed incidents and service requests, initiating escalations, and communicating with stakeholders for major incidents.
• Administered Active Directory accounts, performed password resets, and managed IBM Lotus Domino mailboxes.

• Provided first-level technical assistance for hardware and software issues via phone or remote tools, meeting SLA expectations.
• Handled incident and request management according to priority, performing escalations to 2nd-level support for complex issues.
• Initiated proper escalations to relevant resolver teams, and communicated with stakeholders during major incidents to ensure timely resolution.