NORIDAR MIOR OTMAN

Spearheading the Change Management and Training workstream for the National Integrated Immigration System (NIISe) — a flagship RM1 billion digital transformation initiative for National Immigration Malaysia.

• Leading a multidisciplinary team to deliver enterprise-wide change strategies, nationwide training initiatives, stakeholder engagement, and integrated communication and awareness programs across immigration departments.
• Act as the bridge between business units and technical teams, ensuring business requirements are clearly translated into system capabilities and user experiences.
• Driving organizational transformation by introducing next-generation, AI-powered immigration technologies, enhancing border security, automation, and operational efficiency at a national scale.
• Serving as a key strategic partner to senior government stakeholders, aligning change strategy with national objectives, managing expectations, and ensuring cross-agency collaboration.
• Lead stakeholder engagement initiatives across federal ministries, regional offices, and frontline departments to ensure alignment, readiness, and buy-in by develop and manage strategic communication plans, creating targeted materials to drive awareness, clarity, and support throughout the project lifecycle.
• Developing and executing a nationwide training strategy tailored to various user groups, covering over 15,000 government officers, ensuring capability uplift and smooth transition to the new system.
• Monitored change management and training performance metrics to identify gaps, optimize implementation strategies, and drive continuous improvement across organizational transformation initiatives.

• Successfully delivered entire Finance modules in ServiceNow platform
• Successfully delivered entire Legal modules ServiceNow platform
• Successfully delivered Financial Transaction Electronic Communication Network(FTECN) modules in ServiceNow platform
• Lead the development of project plans, timelines and budgets for ServiceNow integration project and serve as a subject matter expert on ServiceNow best practices and capabilities.
• Collaborate with Solution Architect, IT Team and developer to ensure seamless integration of ServiceNow with other enterprise systems.
• Joint effort with the Product Owner to ensure the Product Backlog is well-defined, prioritized, and understood by the team, and help the team understand and use relevant metrics to track progress and maintain transparency.
• Facilitate communication, implementation consulting, track the statement of work, allocate appropriate resources, manage escalations and act as single point of contact for ServiceNow platform and applications.
• Ensuring alignment between technical and business Product Owners, by establishing clear and thorough sprint planning and goals.
• Responsible for ensuring Scrum is understood and the team adheres to Scrum principles, practice, and guidelines.
• Mediate conflicts and facilitate open communication within the team, encouraging constructive discussions to resolve issues, and communicate progress and challenges to stakeholders.
• Contributes as Change Management subject matter expert (SME) in support of preparing the change details and facilitate in change advisory board (CAB) meetings to review and approve.
• Drive change and velocity through delivery, aligned to the Bank's control and governance requirements.

• Successfully delivered $ 5M IT Resilience Planning and Transformation Project that achieved a risk buy down for ITSM by uplifting core IT Resilience Architecture & Engineering capabilities.
• Develop comprehensive project plans, including timelines, milestones, resources allocation, risk management and contingency planning.
• Collaborate with key stakeholder to define requirements and delivery milestones.
• Cooperate with product owner on establishing sprint deliverables and timelines within the timelines committed to the Business.
• Prepare/maintain the cost, benefit, budget and resource plan to ensure that forecasts are updated correctly in monthly basis. Ensure that any variances are managed and reported through the relevant governance committees.
• Monitor all the project risks and issues, ensuring they are being reported and escalated through the Refinement Forum. Follow up with responsible parties to update and close out risks and issues.
• Work collaboratively with product owner to register/update the project status in Clarity & JIRA for all project phases.
• Act as single point of entry to manage information/requests received from the central PMO. Ensure timely resolution of items highlighted to product owner.
• Coordinate and support execution of various stakeholder meetings on recurrence basis including daily stand-up. Ensure any logistical support and documentation of meetings' minutes and related actions times.
• Prepare/maintain project status, ensuring that status reports are completed for each month. Ensure the RAG (Red, Amber, Green) status is accurate based on the project deliverables. If any change in RAG is endorsed by Project Steering Committee (PSC) and Refinement Forum (RF).
• Work with ePMO and Internal Audit as required on change assurance/QA/audits.
• Helping Resilience Senior Manager with regards to hiring and on-boarding resources across KL/SG/UK and IN.
• Work closely with Talent team/HR to ensure the on-boarding process run smoothly.

• Review change requests daily in the ITSM & ServiceNow tool and provide the approval/denial on behalf of T-Systems Quality CAB.
• Responsible to review & approve all bundle changes (AT&T/DXC/TCS/IBM/Shell) that impacting T-Systems network.
• Processed and notified customers of upcoming impacts to their services due to maintenance in board meeting.
• Highlight important and critical changes in internal site, check and ensure no collisions of changes or resources, to prevent conflict of changes in advance.
• Provided risk analysis on major implementations and 'pushed back' when risk levels were exceeded.
• Establish an end to end Change Management Process as that supports the IT organization in development and operational changes.
• Provide input and analysis into the continuous improvement of change management processes.
• Work collaboratively with Configuration Management team, Incident Management team and Problem Management team to investigate and find solutions on challenging changes.
• Conducted a weekly Management review meetings facilitating discussions and evaluation of proposed changes.
• Develop trending reports and analyze process data point for Change Management KPIs dashboard.
• Manage escalation caused by service interruption which would lead to customer dissatisfaction of service.
• Communicate proficiently and effectively to both external customers and internal staff to help understand future impacting events and any inquiries associated.
• Provide refresher training for change management to new joiner or existing staff.
• Appointed as focal point for change management in regular audits ISAE 3402/300 with internal and external which require evidencing and strict interviews on process effectiveness in operations.
• Appointed as process owner to update, publish and maintain change management process documentation and activities for any new service transition.
• Represent T-Systems in process forum such as Global Advisory Boards (GCAB) & Subject Matter Expert (SME) for Shell customer.

• Promoted to Team Lead position for recognized performance & contribution to the team.
• Manage of NOC shift engineers who participate in the 24x7 shift rotation, including the scheduling of resources and absence management.
• Supervise and coordinate the activities of the NOC team during shifts to deliver outstanding quality and service to our customers in compliance with SLA requirements.
• Ensure that all on-going actions and the current status of problems are fully documented in the ticketing system.
• Efficiently and effectively manage, maintain and monitor the Incident & Change Management process associated procedures for LAN & WAN operations.
• Responsible for analyzing and documenting incidents on monthly basis for certain clients and come out with performance/trend report.
• Review and report on KPIs that enable process and service performance to be effectively measured and enhanced.
• Guide and monitor team performance and responsibilities in completing the assigned tasks in order to meet the targets and company objectives.

• Promoted to Queue Manager for recognized performance & contribution to the team.
• Monitor the ticket queues on a daily basis.
• Responsible to generate daily report on the status of incident/change tickets.
• Validate proper ticket severity based upon standardized work processes.
• Define priority of problems and the impact to the company.
• Escalate and monitor critical problems to level resolver for immediate action.
• Assign open tickets, or aged ticket to NOC shift engineer.
• Monitor and report the condition of ticket queues as identified by management for tickets which could fail in service level agreements (SLA).

• Network escalation point for Client's Helpdesk.
• Responsible for customer concerns/issues through phone and email communications.
• Provide timely and accurate progress status on all ongoing support issues, with an emphasis on problems, issues, and concerns.
• Work aligned with ITIL processes for Event & Incident Management.
• Responsible for customer support services including faults, breakdowns and network congestion; monitoring of 300 clients network.
• Excellent in diagnosing problems within a network and complex troubleshooting.
• Independently solve complex problems while applying appropriate technologies.
• Excellent IP networking fundamentals and extensive experience in the application of IP protocols, e.g. BGP, OSPF, IS-IS.
• Report and escalate circuit issue with service provider: ATT/Verizon/BT/BhartiAirtel/Aircel/Colt/Level3/Optus/Sprint/Singtel/Tata/Telecom New Zealand/Vodafone.
• Liaised with 3rd party vendor for device replacement; Cisco/HPTS/Riverbed/F5/Orange; devices supported: Cisco, F5, HP Procurve, H3C, Nexus, Riverbed.
• Provide training for new joiner on processes, tools and applications.

• Act as 1st level support and performing network troubleshooting when issue arise.
• Monitor network performance for whole Telekom DC in Malaysia.
• Creates PTR record for customer.
• Escalate any network related issue to the Network team (IPCORE) for further investigation.