Nor Hidayah Mohamad Shafri
Critical Incident Manager
Petaling Jaya, Selangor,10
Summary
Dynamic professional with over 15 years of expertise in administrative and human resources, operations, marketing, business process outsourcing (BPO), and incident management. Proven track record in managing critical incidents, with a focus on escalation management and process optimization to enhance operational efficiency. Skilled in coordinating cross-functional teams to swiftly resolve issues while ensuring compliance with KPIs and SLA agreements. Committed to fostering strong relationships through transparent communication with customers and stakeholders, ultimately enhancing service delivery and driving successful outcomes in high-stress situations.
Overview
15
15
years of professional experience
Work History
Critical Incident Manager
Diebold Nixdorf (M) Sdn Bhd,
07.2024 - 12.2025
- Led critical incident response initiatives, ensuring rapid resolution and minimal operational disruption.
- Developed and implemented incident management protocols to streamline communication across departments.
- Coordinated cross-functional teams during incidents, facilitating effective collaboration and timely decision-making.
- Analyzed incident trends to identify root causes and implement preventive measures for future occurrences.
- Fostered relationships with external stakeholders to enhance communication during critical events and improve overall response strategies.
- Maintained detailed records of all critical incidents to facilitate trend analysis and informed decision-making in future situations.
- Improved incident response times by implementing efficient monitoring and escalation processes.
- Conducted post-incident reviews, identifying areas for improvement and refining incident management procedures accordingly.
- Served as an escalation point for high-severity incidents, ensuring timely interventions and resolutions.
- Ensured adherence to industry best practices such as ITIL, delivering a standardized and efficient incident management process.
- Enhanced customer satisfaction by promptly addressing critical incidents and providing thorough followups.
- Streamlined communication between departments during high-priority incidents, fostering a more collaborative environment.
- Coordinated with stakeholders during high-impact events, maintaining transparency and trust throughout the resolution process.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
Incident Resolution Management Agent
Diebold Nixdorf (M) Sdn Bhd
03.2021 - 06.2024
- Managed incident resolution management (IRM) operations, coordinating efforts to swiftly resolve IT service disruptions while maintaining compliance with service level agreements (SLA).
- Oversaw classification of multiple inputs to enhance data management processes. Coordinated with team members to ensure effective organization of information. Championed initiatives to improve accuracy in data classification.
- Directed monitoring of open tickets to guarantee prompt resolution.
- Supervised organization and implementation of relief initiatives to provide effective aid to impacted populations.
- Coordinated escalation management efforts, addressing critical incidents and minimizing service disruptions.
- Analyzed job card details during debriefing meetings to identify areas for improvement and streamline future operations.
- Optimized incident management systems to ensure efficient information collection and minimize disarray in communication.
- Categorized and prioritized incidents to facilitate efficient ticket sorting. Assisted in routing tickets to qualified technicians for effective issue resolution.
- Led incident categorization efforts to optimize service desk operations, ensuring appropriate SLAs were applied and priorities effectively communicated to end users. Guided technicians in diagnosing incidents post-categorization, facilitating swift resolution delivery.
- Monitored SLA compliance through incident management process with automation support. Provided notifications to technicians regarding potential SLA violations. Configured automated escalations for technicians to address SLA violations effectively.
- Facilitated multistep resolution processes to swiftly address IT issues impacting business continuity.
Associate Sales Support Specialist
Service Source International (M) Sdn Bhd
08.2017 - 12.2020
- Responded to client sales representative inquiries, ensuring provision of the best solutions through various communication channels including email, Jabber, and phone.
- Handled low-priority escalations from sales manager, demonstrating care and professionalism in all interactions.
- Facilitated resolution of uplift pricing issues, enhancing team capability in navigating complex quoting processes. Streamlined adaptation to daily updates in Oracle, SFDC, and Prism, resulting in improved team support and collaboration.
- Exhibited strong independence in task execution and adaptability to contribute as a team player when required.
- Demonstrated versatility by effectively managing multiple tasks simultaneously.
- Embraced challenges to enhance team collaboration and resourcefulness in adapting to new processes.
- Sought advice and direction from experienced sales support personnel and management to enhance operational effectiveness.
- Reviewed client accounts and prepared detailed quotes for contract renewal negotiations.
- Maintained comprehensive quote records to support accurate pricing and configuration management.
- Managed database systems to ensure integrity and security of client information.
- Executed regular updates and management of Excel spreadsheets to support data integrity.
- Executed additional responsibilities as delegated by management.
Human Resource Admin Executive
EJ JOINT VENTURE SDN BHD
09.2014 - 07.2017
- Prepared comprehensive budget for monthly salaries to ensure accurate financial planning and compliance with HR protocols.
- Prepared and delivered salary budget for monthly review by finance department and managing director.
- Entered all financial data into payroll system (QuickPay by HR2000) to ensure accurate employee compensation.
- Printed payroll reports from payroll system and verified input amounts. Compiled summary reports based on work orders and overall data.
- Executed encryption preparation for banking transactions and generated pay slips for distribution.
- Oversaw preparation of tax deduction EPF, SOCSO, and HRDF reports, ensuring accuracy for HR executive verification and approval. Coordinated with HR executive to facilitate timely submission of reports. Collaborated with finance department to streamline cheque preparation process post-approval.
- Managed and maintained accurate records of receipt payments for statutory filing.
- Facilitated issuance of EA forms for personnel, ensuring timely distribution at year-end.
- Resolved payroll issues and provided assistance on related matters.
- Directed payroll processes to ensure timely and accurate employee compensation.
- Assisted in calculating wages, overtime, and deductions. Supported timely and accurate distribution of statutory reports.
- Compiled and verified expense claims, timesheets, and payroll reports for Head of Department review.
- Managed outreach and engagement with potential candidates for future tendering opportunities.
- Acted as a liaison among management, external vendors, and government entities to effectively implement CEO instructions regarding human resources.
- Led the preparation of critical company administrative documents, ensuring timely ESD submissions for expatriate professional passes, accurate annual tax filings, and successful ISO 9001 audit certifications. Oversaw adherence to government regulations, including DBKL licensing.
- Coordinates all project personnel mobilization/ demobilization arrangements such as their accommodations, transportation, advanced claims, and coveralls (from Procurement Dept).
- Supported subsidiaries in streamlining payroll and administrative operations to enhance efficiency.
- Facilitate employees yearly performance reviews, training and development application to HRDF, Health, Safety, Security, Environment (HSSE) regulations and other competencies training.
- Coordinated with CEO, COO, and CFO to ensure alignment on directives while participating in regular meetings to discuss HR developments.
Marketing Executive
Diamoney Jewellery Holdings Sdn Bhd
11.2012 - 08.2014
- Developed and executed comprehensive marketing campaigns across various channels.
- Analyzed market trends and consumer insights to inform strategic decisions.
- Collaborated with cross-functional teams to align marketing initiatives with business objectives.
- Managed budget allocation and resource utilization to maximize marketing ROI.
- Planned and executed marketing campaigns to target groups, areas and wider community.
- To monitor, review and report on all marketing campaigns and promotional
activities and end results. - Monitoring, and oversee all marketing campaigns and promotional activities and end results.
- Working with in-house designers to produce marketing materials of visual impacts.
- Sourcing for suppliers for required jobs.
- Handle and coordinate all internal and external marketing related requests and inquiries.
- Assisting in sales activities, especially during roadshow events.
- Updating customer databases.
- To be able to lead, motivate and work in a team to achieve Company and Department’s goals.
- Preparing for the On Sales License/Sales Permit.
Admin & Operation Executive
SWISSWELL SDN.BHD
11.2012 - 08.2014
- Oversaw administrative functions for maintenance and payroll operations. Coordinated payroll processing and maintenance schedules to enhance operational efficiency. Led initiatives to streamline documentation and improve record-keeping practices.
- Assisted in reviewing daily sales reports. Updated cash book entries. Recorded daily bank transactions.
- Managed procurement of spa accessories, optimizing inventory levels to enhance operational efficiency. Led initiatives to streamline stock check processes, ensuring timely replenishment and minimizing shortages. Oversaw vendor relationships to secure quality spa accessories at competitive prices.
- Delivered accurate salary slips to enhance employee satisfaction. Streamlined EPF form processing to improve compliance efficiency. Optimized SOCSO form submissions to ensure timely access to benefits.
- Monitored staff attendance and calculated working days for accurate salary slip preparation.
- Calculated quarterly performance commissions to support incentive programs. Assisted in determining annual incentive payouts based on performance metrics. Collaborated with finance teams to ensure accurate commission calculations.
- Managed daily operations of day spa to guarantee functionality of machines, utilities, and staff performance.
- Oversaw cash management processes and banking operations to enhance financial efficiency. Led initiatives to streamline transaction workflows and improve accuracy in financial reporting. Collaborated with cross-functional teams to optimize banking relationships and services.
- Verified supplier invoices and associated documentation to facilitate timely payment processing.
- Coordinated with suppliers to clarify payment processes and negotiate credit terms.
- Maintained accurate records of payment deadlines to facilitate supplier relationships.
- Facilitated preparation of payment vouchers and checks to ensure timely supplier transactions.
- Prepared and issued banking transaction documents, such as cheques, bank drafts, and telegraphic transfers, to ensure timely financial operations.
- Documented and recorded all daily transactions in the system.
- Administered processing of petty cash claims approved by personnel department.
- Monitored daily bank and cash balances. Assisted in verifying that funds received cover payments to suppliers and other company obligations. Supported financial operations by managing excess funds for distribution.
- Executed monthly bank reconciliation processes to ensure financial accuracy.
Account Clerk
E-CENTRIC RESOURCES SDN BHD
07.2010 - 01.2011
- Preparing financial summary analysis (documentation, filing, reports), and construct account reconciliation.
- Processed invoices and maintained accurate records for accounts payable.
- Reconciled monthly financial statements to ensure accuracy and compliance.
Education
BBA (Hons) - Islamic Banking
Universiti Teknologi Mara
01.2009
Diploma - Accountancy
Universiti Teknologi Mara
01.2006
Skills
- Competency in Microsoft Office - Word, Excel, Powerpoint
- Shariah RFP Module 1 - Malaysian Financial Planning Council (Apr, 2010)
- Takaful Basic Examination (TBE) – IBFIM (Aug, 2009)
- Stress tolerance
- Incident management
- Effective communication
- Escalation management
- Post incident reviews
- Teamwork and collaboration
- Multitasking
- Reliability
- Adaptability and flexibility
- Interpersonal skills
References
- Cynthia van de Kamp (cynthia.vandekamp@dieboldnixdorf.com)
Manager Critical & Incident Management, Diebold Nixdorf - Amira Bounouioua (amira.bounouioua@dieboldnixdorf.com)
Customer Delivery Manager, Diebold Nixdorf - Tamil Vanan Raman (016-6506515)
Service Source International (M) Sdn Bhd
LANGUAGES
MALAY : Proficient
ENGLISH : Good Command
Timeline
Critical Incident Manager
Diebold Nixdorf (M) Sdn Bhd,
07.2024 - 12.2025
Incident Resolution Management Agent
Diebold Nixdorf (M) Sdn Bhd
03.2021 - 06.2024
Associate Sales Support Specialist
Service Source International (M) Sdn Bhd
08.2017 - 12.2020
Human Resource Admin Executive
EJ JOINT VENTURE SDN BHD
09.2014 - 07.2017
Marketing Executive
Diamoney Jewellery Holdings Sdn Bhd
11.2012 - 08.2014
Admin & Operation Executive
SWISSWELL SDN.BHD
11.2012 - 08.2014
Account Clerk
E-CENTRIC RESOURCES SDN BHD
07.2010 - 01.2011
Diploma - Accountancy
Universiti Teknologi Mara
BBA (Hons) - Islamic Banking
Universiti Teknologi Mara