NORIDAR MIOR OTHMAN

Led the Change Management and Training workstream for National Integrated Immigration System (NIISe) a RM1B national digital transformation program, introducing AI-driven solutions for Immigration Malaysia Department.

• 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 that 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 developing and managing 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 a 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 end-to-end Financial Services Target Operating Model (FTOM) , Legal Operations (LegalOps), and Financial Transaction Electronic Communication Network (FTECN) modules on the ServiceNow platform, ensuring timely deployment across multiple releases.
• Led the development and execution of project plans, timelines, and budgets for ServiceNow integration projects.
• Acted as a subject matter expert (SME) on ServiceNow best practices, ensuring alignment with enterprise needs and compliance with governance standards.
• Collaborated closely with Solution Architects, IT teams, and developers to ensure seamless integration of ServiceNow with enterprise systems.
• Partnered with Product Owners to refine, prioritize, and manage the Product Backlog, ensuring sprint goals were clear and attainable while tracking delivery through agile metrics.
• Facilitated Scrum ceremonies (daily stand-ups, sprint planning, retrospectives) and enforced adherence to agile methodologies, ensuring a high-performing team culture.
• Managed cross-functional coordination, including resource allocation, stakeholder engagement, and escalation handling, acting as the single point of contact for ServiceNow delivery.
• Ensured business-technical alignment by establishing well-defined sprint plans and fostering collaboration between Product Owners.
• Mediated team conflicts and enabled open, transparent communication, driving resolution of blockers and maintaining team morale and velocity.
• Championed Change Management by contributing as a SME, preparing change details and participating in Change Advisory Board (CAB) meetings to support governance and approvals.
• Drove agile delivery within control and compliance frameworks, ensuring alignment with the Bank’s regulatory and operational risk requirements.

• Successfully led a $5M IT Resilience Planning and Transformation Project, delivering strategic uplift in IT Resilience Architecture & Engineering capabilities, resulting in measurable risk buy-down for ITSM.
• Developed and implemented comprehensive Business Continuity Plans (BCPs) and Disaster Recovery Plans (DRPs) for critical IT systems and infrastructure, demonstrably reducing the organization's risk exposure and potential impact from cyber threats, criminal activities, and security attacks.
• Collaborated with cross-functional teams, including IT infrastructure, security, application development, and business stakeholders, to define resilience requirements and ensure seamless implementation.
• Conducted risk assessments and business impact analyses (BIAs) and security impact analyses (SIAs) to identify critical business processes and IT dependencies, informing the development of robust resilience strategies.
• Developed and maintained comprehensive project plans covering timelines, milestones, resource allocation, risk and issue management, and contingency planning across multiple geographies.
• Proactively monitored and escalated project risks and issues through the Refinement Forum, ensuring accountability and timely resolution with responsible stakeholders.
• Oversaw financial governance, maintaining cost-benefit analysis, budget forecasting, and resource planning. Ensured accurate monthly financial updates and managed variances through formal governance forums.
• Ensured accurate tracking of project milestones, risks, and deliverables by overseeing updates across Clarity, Confluence, Tableau, and JIRA. Facilitated timely and consistent reporting by project teams to support governance oversight and informed decision-making.

• Served as the Process Owner for Change Management, responsible for maintaining and updating process documentation.
• Represented T-Systems in global forums, including the Global Change Advisory Board (GCAB), and acted as the Subject Matter Expert (SME) for the Shell account.
• Successfully served as the primary contact for ISAE 3402/300 audits under Change Management, ensuring full compliance by delivering comprehensive process evidence and confidently leading audit interviews with Ernst & Young.
• Developed and established end-to-end Change Management processes supporting both development and operations.
• Led weekly management review meetings to evaluate proposed changes, facilitate informed decision-making, and ensure alignment with business priorities.
• Developed trend reports and analyzed key process data to support continuous improvement and maintain the Change Management KPI dashboard.
• Proactively identified and highlighted critical or high-priority changes on internal platforms, ensuring conflict-free scheduling and resource availability. Conducted thorough risk assessments for major implementations and intervened when risk levels exceeded acceptable thresholds to maintain service stability and compliance.
• Reviewed and approved daily change requests in ITSM and ServiceNow, including high-impact bundle changes (AT&T, DXC, TCS, IBM, Shell) affecting the T-Systems network.

Project & Transition Management

Major Projects:

• Juniper Migration (Houston Data Center)
• Houston IC Exit

Responsibilities:

• Appointed Change Manager for high-visibility project-related changes.
• Collaborated with Project Managers to meet project objectives within planned timelines.
• Collected, documented, and organized data for project engagement and compliance with contractual deliverables.
• Oversaw end-to-end coordination and documentation during change implementation phases.
• Delivered detailed status reports on project milestones, dependencies, risks, and issues to senior leadership.

Service Transition (Malaysia to India) :

• Planned and executed knowledge transfer activities to support service migration.
• Drove operational readiness efforts including tool access, onboarding, and documentation handover.
• Consolidated and maintained knowledge repositories for reference and continuity.
• Updated all change management documentation to ensure process continuity post-transition.
• Managed escalations to ensure performance, quality, and expectations were upheld during and after the cutover.

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• 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.