Muhammad Joseph Abdullah
Kuala Lumpur
Summary
Results-driven Operation Head with over 20 years of experience in the Information Technology and Banking sectors. Demonstrated expertise in software development, system administration, and technical support, coupled with a strong analytical mindset. Proven track record in optimizing performance and delivering exceptional customer service while managing complex projects. Committed to leveraging a comprehensive background to elevate delivery operations and enhance customer satisfaction within a forward-thinking organization.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Head, Business & Support (MY + Regional)
Maybank - Cards (Debit & Credit Card) - Technology
Kuala Lumpur, Malaysia
08.2022 - Current
- Responsible for strategic planning, control, governance and oversight of all aspects of IT Service Management and ensuring successful delivery of expected outcomes in Malaysia and Regional Cards covering Singapore, Philippines, Cambodia and Indonesia
- Responsible for developing an effective Service management framework within the regional card and drive the implementation of robust operating controls, policies, processes, and systems that are aligned with the business and meet regulatory requirements
- Responsible for regular and effective communication with stakeholders to report progress, resolve service issues, and mitigate risk as needed
- Ensure the service structure & work streams are effectively defined and planned and aligned to the overall Cards, Group CFS structure
- Manage & track technology service issues with adequate root cause analysis for Regional Cards
- Serve as single point of contact for the client and internal functional partners, responsible for the coordination and successful end-to-end delivery
- Closely manage the expectations of the client organization
- Manage and monitor on annual Regional Cards IT budget (CAPEX & OPEX) Utilization specific to Technology Service & Risk components
- Manage the Disaster Recovery and Business Continuity Plan (BCP) to ensure the readiness and continuity of operations of the Bank during an unplanned disruption in service
- Promote collaboration with other departments in the Bank to achieve business objectives
- Work closely with direct banking unit to ensure customer satisfaction & timely resolution of customer complaints
- Interface with Paynet, Visa & Master card & other Cards Scheme to ensure compliance, remain conversant with emerging trends and to leverage relationship to the Bank's advantage
- Develop a smooth customer service process and increase the customer satisfaction
- Work closely with Operations, Technology in providing a seamless card product through third party vendor
- Focus on customer orientation, service standard and service quality
- Ensure Compliance issues of regulatory authorities
- Planning & Controlling
- Service Governance, Risk & Compliance for Regional Cards Technology Systems
- Financial management/Yearly IT Expenditure Budgeting – service maintenance
- Service Quality Management
- People – Regional Cards Service Management Team (inclusive of MY Systems Support Team – matrix reporting)
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked with cross-functional teams to achieve goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Updated and maintained databases with current information.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Recognized by management for providing exceptional customer service.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Conducted testing of software and systems to ensure quality and reliability.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Regional Service Delivery Manager, Asia Pacific | IT Infrastructure Delivery
HCL Technology Malaysia Sdn Bhd
06.2019 - 08.2022
- End to End IT Services for Omya Group, Direct Responsible for 13 countries within APAC (69 office / location), Total users of +-1500
- Lead and managing for Global Operations total users of 8000
- Run the Business: Service Desk, Global Command Center, End User Computing (Device Peripherals, Terminal Services, O365, Messaging, AD, Software Distribution, Image Management, Field Services), Remote Sites, DC Site, Public Cloud (IaaS)
- Cross Functional Services: Security Services, OEM/ Third Party Vendor Support, Innovate, COE, Value Plus Team, R&D / Engineering, Audits, Engagement Governance: Service (SLAs/OLAs), Business, Operations, Risk & Compliance, Finance, Quality, Training
IT Operations Manager | Support & Delivery | Client Services | IT Infrastructure Delivery
CSI Interfusion (M) SDN BHD
12.2017 - 06.2019
- Govern Internal & External Project Management service delivery
- Ensure Project achieved timeline on Physical Server migrate to VMware technologies
- Managed all those Budget costing with CIO, VP and Business stakeholder on project related services
- Engaged Technical support team to support on migration or related to change & Incident 24/7
- Create processes & Policy enabler to Audit & Compliance to organization and to its service deliveries
- Report to VP on Project movement and timeline Related
- Advice project escalation
- Project charter on Service delivery point add value
- Business Case on Service Improvement plan to organization
- Managed Internal & External Services deliveries, reports to Head of Client Services Malaysia
- Managed Global and Regional Service Delivery Project’s
- Managed about 19 Project Managers across APAC region on Project Service Deliveries
- Evaluate and ensure user readiness, define and measurement success metrics and monitor change progress
- Support change management at the organization level
- Continuity Service Improvement for Existing Service and Transition
- Fix and Manage Service level Agreement between HBMY and Client
- Fix and Manage Operation Level Agreement with Atos and Vendor
- People management, Train and coaching on process enhancement and value
- Improved customer satisfaction through a more professional approach to service delivery
- Improved IT services through the use of proven best practice processes
- Access to better resources and skills
- Manage multiple supplier effectively
- Achieving end to end SLA’s
- Improved service to the customer organization
IT Operations Manager | Support & Delivery | Client Services | IT Infrastructure Delivery
HSBC Software Development (M) SDN BHD (HSDM)
07.2014 - 11.2017
- Manager IT Operations, Client Services, ITID
- To lead and manage IT Support & deliverables for all IT infrastructure utilized in HSDM
- To assist in the planning and implementation of all IT projects and ensures standards and deadlines are met
- To support and manage all systems within HSDM and to oversee development and implementation of new systems to ensure 24 X 7 X 365 days systems availability in order to enhance customer satisfaction and fulfil operational objectives
- Deliver quality results under high stress conditions and occasional out of office hours
- Adapt and cope with the high service demands in a constantly changing environment
- Identify and resolve complex issues on a day-to-day basis, escalating if required to the relevant Support areas and Senior Management, which involve global issues affecting the whole of the HSDM network
- Be responsible for ensuring the Service level Agreements are meeting by Third Party Vendors and IT department
- Interact directly with various support areas, to maintain or improve IT Services
- Authority to make decisions within the day-to-day functioning of site IT, refer to Head of Client Services – IT Operations for any major incidents that affect continuous business operations and efficiency of the HSDM
- Authority to implement courses of action under a contingency situation
Assistant Manager - Client Services - IT Operations
GSC Malaysia
01.2009 - 01.2014
- Support & Delivery HDPM Information Technology (IT) department in planning, evaluation and testing, implementation and commissioning according to the defined business strategy plan and Group IT and Telecom policies
- Ensure all problems/incidents are attended and resolved in a timely manner
- Provide technical support for Desktop, Notebook, Applications, Network, Video/voice conference, Mobile devices and etc that requires to support the users
- Provide excellence customer service to Senior Management Team and all business units
- Ensure IT and Infrastructure systems are implemented according to the Group standard
- Lead and Implement the HDPM IT projects according to project objectives
- Ensure all resolved problems and projects are properly documented for future reference
- Escalate all prolonged problems or delay in provision of service to line manager
- Alert Line Manager or Directs of any physical or IT security breach detected
- Support for HSBC Global Offshoring IT Operations in KL locations serving more than 1200 people providing offshore, Collections, Payments, General Processing, and High Value Analytics for the Personal Banking, Corporate Banking, Global Markets and Private Bank Business Lines at HSBC
- A core member of the team responsible for IT Premier Support servicing HSBC Group General manager, Country CEO, COO, CFO, City Manager, Head of Operations and VIP customer
- Directly responsible for IT Assets management, Cost and Budgets
System Administrator - Client Services - IT Operations
GSC Malaysia
01.2008 - 01.2009
- Service Delivery & Support
- Align to business partner's goals for the Technology / Domain / Project and deliver goals as per agreed schedules & specifications
- Understand & analyses business requirements & scope, identify gaps, translate requirements into technical specifications
- Deliver the solutions / deliverables per the agreed requirements with regards to project timelines
- Work on critical / complex incidents & issues and ensure completion within agreed deadlines
- Provide technical inputs to assist Team Leader to create project Plans & schedules, effort estimates, requirement gathering & analysis, risk analysis
- Assist Team leader to identify service delivery issues (SLA Slippages, Quality etc.), post implementation issues, escalations and assist to drive timely & successful closure
- Identify & implement actions to eliminate issues
Senior Technical Associate
IBM Malaysia
01.2007 - 01.2008
- Support user desktop environment
- System & Application Support
- Providing Second Level support via phone and Remote assistance desktop supports
- Active Directory: Creation of login ID, workstation ID, Connect Mail account and assigning WLAN certificate
- GUM (Group & User Management) and ERICA administrator: Creation, deletion and movement of Lotus Notes account (email address), retrieval of Lotus Notes ID and password and modify user profile
- Responsible for SecurID (token) management: Assigning the token to the particular user, disable and modify the token’s information using the tools available
- Lotus Notes and Outlook configuration
- Provide 1st line support to all users via any interaction tools available promptly from customer/user
- Responsible for assisting all customers/users with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner
- Answer calls promptly
- Log incidents/calls onto the Helpdesk systems, assess priority, diagnose, troubleshoot and analyze and provide immediate solution within his/her capacity
- Assist in troubleshooting and solves incidents for user and escalates incident to necessary escalated personnel as required
- Ensure track, monitor and follow-up incidents/cases logged and manage incidents/cases closed within client’s Service Level
- Installation for Microsoft Office, SAP application and others software as per user request through remote assistance
- VPN
- Troubleshoot for LAN connection and Wireless connection
- Responsible for the operations and effectiveness of the team
- Monitor the open cases on a daily basis to ensure that the Cases are kept to a minimum and severity 1 and 2 cases are attended to within the stipulated timelines
Technical Support Level 2
VADS Berhad, Telekom Malaysia
01.2005 - 01.2007
- Handling Outbound customer's calls, manage 1st levels/ assist 1st level CSR
- Support TMnet streamyx project
- ADSL and SDSL connection
- Home Broadband – Modem, hub, switch, Routers
- Escalation to Telecom Engineer
Education
BBA - Computer Information Systems
Unitar Malaysia
Kuala Lumpur07-2007
Skills
- Business Integrity
- IT service management
- Service quality management
- Change management
- Stakeholder communication
- Project management
- Budgeting and forecasting
- Regulatory compliance
- Customer service
- Team leadership
- Audit
- Operational Risk Management
- Issue Management
- Project Management
- Service Management
- Incident Handling
- Contingency Planning
- Backup and Recovery
- Teamwork
- Communication
- Knowledge Sharing
- Coaching
- Staff Development
- Disaster recovery
- Cross-functional collaboration
- Problem solving
- Troubleshooting
- Decision-making
- Excellent communication
- Team management
- Flexible and adaptable
- Organization and time management
- Microsoft office
- Analytical and critical thinking
Certification
- DIT (Diploma in Information Technology)
- C|EH (Certified Ethical Hacker)
- ITIL Foundation Certificate in IT Service Management (ITIL 2011 Foundation)
- Microsoft Certified Systems Engineer (MCSE) Certification
- Cisco Certified Network Associate (CCNA) Routing and Switching
- ITIL Expert in IT Service Management (MALC) – Trained
- Project Management Professional (PMP) – Trained
- COBIT 5 Foundation – Certified
- Six Sigma Yellow Belt – Certified
- ISACA member and currently pursuing CISA/CISM training for certification
Preferred Location
Cheras, Kuala Lumpur, Kuala Lumpur
Personal Information
- Notice Period: 3 Months (negotiable)
- Date of Birth: 09/06/83
- Nationality: Malaysian
- Marital Status: Married
Languages
English
First Language
Malay
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Timeline
Head, Business & Support (MY + Regional)
Maybank - Cards (Debit & Credit Card) - Technology
08.2022 - Current
Regional Service Delivery Manager, Asia Pacific | IT Infrastructure Delivery
HCL Technology Malaysia Sdn Bhd
06.2019 - 08.2022
IT Operations Manager | Support & Delivery | Client Services | IT Infrastructure Delivery
CSI Interfusion (M) SDN BHD
12.2017 - 06.2019
IT Operations Manager | Support & Delivery | Client Services | IT Infrastructure Delivery
HSBC Software Development (M) SDN BHD (HSDM)
07.2014 - 11.2017
Assistant Manager - Client Services - IT Operations
GSC Malaysia
01.2009 - 01.2014
System Administrator - Client Services - IT Operations
GSC Malaysia
01.2008 - 01.2009
Senior Technical Associate
IBM Malaysia
01.2007 - 01.2008
Technical Support Level 2
VADS Berhad, Telekom Malaysia
01.2005 - 01.2007
BBA - Computer Information Systems
Unitar Malaysia