- Tamil
JAGAN AENPALAGAN
Kajang,MY
Summary
Driven professional with proactive approach to Service Operation Management. Skilled in problem-solving and team leadership, with a focus on operational efficiency and customer satisfaction. Committed to driving continuous improvement and delivering impactful results.
Overview
3
3
Languages
1
1
Certification
4
4
years of post-secondary education
24
24
years of professional experience
Work history
Service Operation Manager/Cloud Management Principal
Atos
Cyberjaya, Selangor
2015.07 - 2026.06
- Managed client KPIs and SLAs to ensure compliance and service quality.
- Led migration projects, coordinating resources and timelines for successful transitions.
- Managing cloud operation team on daily operations.
- Manage cloud storage provisioning and reporting
- Manage capacity billing reports
- Independently run / chair meetings with clients / Demand country resources on a weekly and monthly basis.
- Manage meetings with team, SDM and clients.
- Participated in priority calls and operational escalations, collaborating with teams to identify solutions and drive process improvements.
- Oversaw the implementation of an upgrade project, ensuring all components were updated efficiently.
- Upgraded UCS/EMC/NETAPP/VMware firmware based on system assessments.
- Manage XITO cloud automation internally on reporting and daily health check
- Contributed to monthly billings and proposed cost-saving initiatives.
- Manage data center activities
- Conducted regular performance reviews, driving continuous improvement.
- Established effective communication channels for improved team coordination.
- Resolved escalated issues swiftly, minimising disruption to services.
- Maintained compliance with industry regulations and standards at all times.
- Coordinated staff training to improve service delivery standards.
- Led and managed administrative staff to maintain smooth daily operations.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
Team Lead /Cloud Support Engineer
Atos
Cyberjaya, Selangor
2011.04 - 2015.07
- Perform daily cloud environment support for VMware, EMC, Netapp and UCS.
- Assisted with Vblock implementation to enhance cloud infrastructure capabilities.
- Oversaw daily operations of the data centre, ensuring efficient functionality.
- Oversaw cloud storage provisioning and reporting to support efficient resource allocation.
- Upgraded UCS/EMC/NETAPP/VMware firmware as required.
- Managed cloud client relationships to ensure optimal service delivery.
- Skills: Cisco UCS, cloud computing, cloud storage, data center, EMC storage, VMware, VxBlock
Team Leader / Netbackup Specialist
Atos
Cyberjaya, Selangor
2006.11 - 2011.04
- An intermediate level storage professional, the Infrastructure Management Analyst is fully qualified individual contributor who applies a broad knowledge of systems and storage administration/analysis concepts, practices and procedures. Here we are competent to work on fairly complex storage Assisted in the implementation of management systems to streamline operations. and perform a standard range of system operations activities. Also generally work under deadlines and are capable of handling heavy workloads, operating with only general supervision, although errors at this level can cause delay, expense and /or disruption. Moreover, functional guidance to less experienced staff is provided. Provide functional and technical expertise in the storage administration area remotely to US sites.
- Prepares documentation for computer operations, performs multiple storage administration functions and supports hardware platforms. Assignments are in technical, scientific and business functional areas.
- Analyzes, modifies and designs and administers computer programs across midrange, storage and server platforms, to ensure user requirements/SLA objectives are met.
- Monitored storage subsystems performance, detected errors, applied testing procedures, and interpreted data to enhance system reliability.
- Developed and recommended alternative solutions to meet specifications and enhancements based on user requirements.
- Consulted with end users to understand their needs and enhance system functionality.
- Analyzed new and existing vendor products, provided installation, maintenance and customization of the vendor storage software.
- Develops documentation including the use of flowcharts, project specifications, diagrams to translate user requirements into actions on storage systems.
- Provides input during client strategic planning as a part of technical expertise.
- Provided guidance and assisted in training less experienced staff in hardware and software.
- Maintained industry and technical knowledge base and facilitated industry relationships.
- Skills: Conducted thorough data analysis to support decision-making processes, end user, Performed feasibility studies to evaluate project opportunities and risks, management systems, NetBackup, SLA, storage administration, strategic planning, system operations, team management, user requirements
Team Leader
EDS
Damansara, Selangor
2002.05 - 2006.11
- Manage the entire project as a Technical Lead.
- Motivated team members to reach their potential with positive reinforcement and tailored support.
- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
- Lead by setting a good example (role model) - behavior consistent with words.
- Coach and help develop team members; help resolve dysfunctional behavior.
- Facilitate problem solving and collaboration.
- Ensure discussions and decisions lead toward closure.
- Fostered a supportive atmosphere by addressing conflicts promptly and facilitating open communication among team members.
- Ensured Implementer met scheduled goals through effective monitoring and support.
- Recognize and celebrate team and team member accomplishments and exceptional performance.
- Skills: problem solving, software development, team management
Education
Bachelor of Science - Bachelor of Computer Science
University Technology Malaysia
Johor Bahru, Johor 1998.06 - 2002.06
Skills
- IT services outsourcing
- Cloud services
- Software programming
- Cloud technology
- Cloud management
- Data center management
- Data migration
- System operations
- Infrastructure migrations
- Storage management
- Functional management
- Incident management
- Problem solving
- Process optimization
- Service management
- Team management
- Project management
- Cross-departmental collaboration
- Infrastructure monitoring
- Risk management
- Compliance review
- Technical support
Certification
- VMware Certified Profesional (VMware Cloud Foundation), Issue Date: Jul 2026
- Google Cloud Certified – Professional Cloud Architect, GOOGLE, Issue Date: Oct 2018
- Cert. Scrum Master, Scrum Alliance Org, Issue Date: 2018-08
- DellEMC EMCIE VNX Solutions Specialist, Train Pro, Issue Date: 2013-07
- NetApp Certified Professionnal Data Administrator ONTAP, Netapp, Issue Date: 2012-05
- Symantec Veritas Storage Found. Adm., Iverson, Issue Date: 2004-07
- Symantec Backup Exec, Iverson, Issue Date: 2004-03
LANGUAGES
- English
- Malay
Timeline
Service Operation Manager/Cloud Management Principal
Atos
2015.07 - 2026.06
Team Lead /Cloud Support Engineer
Atos
2011.04 - 2015.07
Team Leader / Netbackup Specialist
Atos
2006.11 - 2011.04
Team Leader
EDS
2002.05 - 2006.11
Bachelor of Science - Bachelor of Computer Science
University Technology Malaysia
1998.06 - 2002.06