Kanagaraj Perumal
Integration Recovery Manager
Kuala Lumpur,Kuala Lumpur
Summary
Integration Recovery Manager coordinating 20+ P1/E4 incidents per month across critical gateway and BPMS services. Manages GIRM initiation, problem tickets, and emergency recovery reporting while reviewing 15+ recovery reports per month and RCA documents for accuracy and compliance. Keeps support teams aligned during weekday shifts and weekend on-call rotations, supporting 5+ critical service recoveries per month to restore service quickly and cleanly.
Overview
2
2
Languages
1
1
Certification
30
30
years of professional experience
Work History
Integration Recovery Manager
DHL INFORMATION SERVICES (ASIA PACIFIC) SDN. BHD
09.2023 - Current
- Maintain [number]% emergency recovery report accuracy by reviewing GIRM, ERR, and RCA documentation before circulation.
- Coordinate 2 P1/E4 incidents per shift across DHL Link DSC Partner Gateway and Global DSC BPMS Services during weekday and on-call coverage.
- Initiate GIRM for high-priority incidents, document actions thoroughly, and coordinate support teams to prioritize multiple issues simultaneously.
- Manage reactive problem tickets as problem coordinator, investigate operational disruptions, and recommend corrective actions from root-cause findings.
- Support on-call preparedness and incident communications for high-impact situations across critical services.
- Review ERR and RCA documents prepared by other teams for quality, compliance, and accurate stakeholder circulation.
- Foster team morale, continuous improvement, and personal accountability while advising senior management on facilities needs and operational support.
Principal Infra Delivery Specialist
DHL INFORMATION SERVICES (ASIA PACIFIC) SDN. BHD
05.2014 - 09.2023
- Manage 15% of production change requests while maintaining document quality and minimizing business disruption.
- Coordinate 10 infrastructure delivery milestones weekly across complex hosting projects and production releases.
- Led hosting service projects by planning schedules, coordinating delivery activities, and aligning infrastructure work with project timelines.
- Managed internal hardware infrastructure improvement initiatives, including resource planning and reporting for related delivery work.
- Coordinated release of complex hardware changes into production and obtained Operations Acceptance Testing sign-off before deployment.
- Served as single point of contact for multiple projects, representing Production Services and aligning stakeholders on delivery status.
- Facilitated production readiness across Operations and Solution Support by coordinating sign-off, supportability checks, and release approval.
ROC/LOI Situation Manager
HEWLETT PACKARD (SUPPORTING SHELL INFORMATION TECHNOLOGY INTERNATIONAL)
04.2010 - 03.2014
- Reduced incident resolution time by 80% through tighter escalation management and clearer situation closure steps.
- Maintained 99% service uptime during active situations by coordinating restoration efforts and stakeholder updates.
- Directed global operational stability by streamlining work processes and reducing duplicated effort across ROC activities.
- Facilitated business and technical restoration calls, assembled response teams, and guided workarounds and permanent fixes.
- Completed Situation Control Documents and managed shift handovers to keep oncoming teams aligned on active issues.
- Evaluated changing impact using assessment matrices, notified incident management on severity shifts, and assigned ownership to the right bundle.
- Confirmed restoration with CLMs, shared progress and expected recovery timing, and routed closures into problem management.
Release Management Tech Lead
SHELL INFORMATION TECHNOLOGY INTERNATIONAL
04.2006 - 12.2010
- Maintained data compliance and accuracy for Shell Asset Centre under SoX/TD and global security and commercial policies.
- Reported software compliance status across application categories to support audit readiness and governance reviews.
- Managed bundle supplier deliverables against MSA obligations and delivered regular status reports to management.
- Gathered, analyzed, and presented information for management reports, dashboards, and correspondence.
- Contributed subject-matter input to project teams and delivered assigned programs and special projects within scope.
Contact Centre Lead
CSA CSC (Corporation Service Company)
01.2004 - 02.2006
- Oversaw day-to-day help desk operations and aligned routine tasks with contractual obligations and customer expectations.
- Maintained skills matrices for all analysts and kept team capability records current.
- Led two initiatives to improve KPI performance and operational efficiency across the Capricorn team.
- Maintained 5S discipline across the Capricorn team and reinforced consistent working practices.
- Provided leadership, direction, development, and motivation to support professional service delivery.
Helpdesk Manager
GETRONICS SDN BHD
03.2001 - 10.2003
- Managed daily helpdesk operations, staffed coverage, and escalated critical issues to keep support services running smoothly.
- Handled escalations and led service restoration efforts to return unresolved issues to the appropriate support teams quickly.
- Monitored team performance and service metrics to identify recurring issues and improve response consistency.
- Improved support processes, maintained documentation, and coordinated with other IT teams and vendors to keep systems aligned.
- Supported change requests, release readiness, and operational handoffs to promote stable service delivery.
Programmer
SSP MEDICAL TECHNOLOGIES SDN. BHD.
01.1997 - 12.2000
- Managed EDP operations, maintaining LAN support across 100 Windows NT 4.0 and 55 Novell 5.0 nodes.
- Handled MIS queries from branch offices and coordinated issue resolution with concession companies.
- Supported development and implementation of maintenance, inventory, and purchasing applications for HQ and branch users.
- Contributed to Y2K non-compliance list preparation, testing, and preventive maintenance planner rollout across all sites.
- Developed efficient code to meet software specifications and deadlines, then documented in-house solutions for ongoing support.
- Optimized database performance through updates and tuning to support application requirements and stable operations.
- Assessed hardware and software needs, supported procurement, and produced management reports for multiple departments.
Education
Bachelor of Computer Science/Information Technology - Management and Software
Informatic
Advanced/Higher/Graduate Diploma of Computer Science/Information Technology - Software Development
TAFE
Skills
Root cause analysis
Release management
Service level agreements
Change request management
Operations acceptance testing
Project management
Incident management
Change management
Operational strategy
Team leadership
Service restoration
Problem management
Escalation management
Infrastructure coordination
Operational reporting
ITIL foundation certification
Major incident management
Post incident review facilitation
Change advisory board coordination
Service continuity planning
Disaster recovery planning
Service level management
Operational readiness assessment
Capacity planning
Infrastructure lifecycle management
Incident communications
Certification
Practitioner Level Prince2 Certificate
Languages
English
Advanced (C1)
Malay
Advanced (C1)
Timeline
Integration Recovery Manager
DHL INFORMATION SERVICES (ASIA PACIFIC) SDN. BHD
09.2023 - Current
Principal Infra Delivery Specialist
DHL INFORMATION SERVICES (ASIA PACIFIC) SDN. BHD
05.2014 - 09.2023
ROC/LOI Situation Manager
HEWLETT PACKARD (SUPPORTING SHELL INFORMATION TECHNOLOGY INTERNATIONAL)
04.2010 - 03.2014
Release Management Tech Lead
SHELL INFORMATION TECHNOLOGY INTERNATIONAL
04.2006 - 12.2010
Contact Centre Lead
CSA CSC (Corporation Service Company)
01.2004 - 02.2006
Helpdesk Manager
GETRONICS SDN BHD
03.2001 - 10.2003
Programmer
SSP MEDICAL TECHNOLOGIES SDN. BHD.
01.1997 - 12.2000
Advanced/Higher/Graduate Diploma of Computer Science/Information Technology - Software Development
TAFE
Bachelor of Computer Science/Information Technology - Management and Software
Informatic