Prakash Rao
Director
Shah Alam,10
Summary
To secure a management position in a high growth company with considerable advancement opportunities. Ideally, in an operations development capacity with an emphasis on strategic planning and service improvements.
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
28
28
years of professional experience
4
4
years of post-secondary education
11
11
Certifications
Work History
Director Digital Devices, RPA & Application Management
ROCKWOOL Malaysia Sdn Bhd
03.2018 - Current
- Company Overview: headquarters in Denmark
- Strategize and develop modern workplaces for multiple user personas and factory / production requirements globally.
- Plan, implement and increase adoption for collaboration tools across the group globally.
- Plan and implement low code service offering to increase business productivity.
- Enabled and matured process automatization (RPA) while increasing adoption.
- Enable and support device and application strategy for office and factory requirements.
- Enabled, mature and increase adoption for AI use cases.
- Build and manage budget set for the team.
- Headquarters in Denmark
Director – People and Sites
ROCKWOOL Malaysia Sdn Bhd
03.2017 - 03.2018
- Provide input to IT Strategy development and reorganization of Digital department of 280 staff.
- Implemented Human Resource Strategy framework for the Digital organization.
- Planned strategy for identifying future skill needs for the organization.
- Planned strategy for competency mapping and career map.
- Implemented employee engagement process together with eNPS.
- Developed high-performing teams by providing guidance, and opportunities for professional growth.
- Developed guidelines and reference guides in recruiting, hiring and training of team members.
Director – Service Operations and Support
ROCKWOOL Malaysia Sdn Bhd
09.2013 - 03.2017
- Management of support organization globally (Service Desk and Infrastructure & SAP teams) with 60 staff located globally.
- Lead improvement initiatives on support organization and provide enterprise level support for implementations.
- Coach and build the next level of managers and staff.
- Management of Shared Service Centre in Malaysia and onboarding of new competency centers.
- Review Service Level Agreement deliverables and plan for improvements & trending.
- Continuous optimization of the support structure and setup.
- Management of Shared Service Center in ensuring the development of high-performance teams.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
Regional Manager
ROCKWOOL Malaysia Sdn Bhd
01.2011 - 09.2013
- Setting up and management of Shared Services Centre based in Malaysia serving end-users globally.
- The centre also acted as a hosting site for more cost-efficient delivery in all IT areas.
- Created and implemented Shared Services Strategy with cost efficiency and building high performing teams in mind.
- Managing IT Service Delivery throughout the Asia region while co-operating with teams from other regions for global synergy.
- Service improvement initiation for operational tasks and service delivery measurement.
- Initiation of reporting to measure efficiency of the Global Service Desk set-up and suggest improvement plans on operation and resource management.
- Member of Software and ITIL tool advisory board.
- Moving local unsupported solution to global service offering.
- Developed and executed successful business plans that resulted in improved market share and profitability within the region.
Service Delivery Manager
HP Malaysia / EDS Malaysia Sdn Bhd
03.2009 - 12.2010
- Company Overview: (Shell Account)
- Managing IT Service Delivery processors for application, desktop and support teams.
- Ensure that systems, processes and methodologies as specified in the service catalogue are adhered to ensure effective monitoring, control and support of service delivery.
- Define and refine the service level agreement relating to the contracted services.
- Develop and document Service Catalogues.
- Establish and promote services relationships with clients.
- Analyze and report on Key Performance Indicators at weekly senior management meetings and recommend solutions for continued improvement in dashboard metrics.
- Participate in client service review meetings; spanning over performance reports, service improvements, quality and processes.
- (Shell Account)
- Improved service quality, addressing client concerns promptly and professionally.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
Delivery Manager
SHELL Malaysia – EDS Malaysia
05.2003 - 03.2009
- Company Overview: (Shell Account)
- Leading and managing a team of 30 systems engineers having responsibility for their operational effectiveness and performance and ensuring smooth day-to-day operations of the team.
- Scope includes approximately 150,000 desktops and laptops, 180,000 user accounts, 600 various applications and more than 1700 terabyte of user storage disc space.
- Proactively identifying areas that need further development within the technology area.
- Ensuring consistent and effective processes are in place for all team members.
- Nurturing team values to promote good team dynamics inter and intra team.
- Ensuring service quality improvements and support development needs are identified, specified and delivered in a timely manner.
- Review Service Level Agreement deliverables and plan for improvements & trending.
- (Shell Account)
Service Availability Engineer
Shell Malaysia
04.2001 - 05.2003
- Company Overview: (Shell IT)
- Provide day-to-day support on Remote Access operations related issues.
- Proactively implemented service improvements initiatives.
- Initiated knowledge sharing session with stakeholders to reduce support calls.
- Mentored new team members on the technology employed and provided guidance with regards to problem resolution process.
- (Shell IT)
- Provided input to team lead regarding areas for process and procedural improvement.
Senior Network Administrator
Maybank
06.1997 - 04.2001
- Identified and planned network requirements and host (front-end processor) interface for all new application rollouts including disaster recovery implementation.
- Project Management of network setup for nationwide Frame Relay Network and secure network for Internet Banking.
- Design and implement IP addressing scheme for Maybank Branches.
- Initiated support processes for new projects/implementations for daily operation purposes.
- Provided reporting for management approval and decision making.
Education
Bachelor's Degree - Information Technology
University Utara Malaysia
01.1993 - 01.1997
Skills
Problem-solving
Strategies and goals
Strategic planning
People management
Team management
Operations management
Project management
Problem-solving
Certification
Prince 2 Practitioner
Activities
Use this section to highlight your relevant passions, activities, and how you like to give back. It's good to include Leadership and volunteer experience here. Or show off important extras like publications, certifications, languages and more.
Timeline
Director Digital Devices, RPA & Application Management
ROCKWOOL Malaysia Sdn Bhd
03.2018 - Current
Director – People and Sites
ROCKWOOL Malaysia Sdn Bhd
03.2017 - 03.2018
Director – Service Operations and Support
ROCKWOOL Malaysia Sdn Bhd
09.2013 - 03.2017
Regional Manager
ROCKWOOL Malaysia Sdn Bhd
01.2011 - 09.2013
Service Delivery Manager
HP Malaysia / EDS Malaysia Sdn Bhd
03.2009 - 12.2010
Delivery Manager
SHELL Malaysia – EDS Malaysia
05.2003 - 03.2009
Service Availability Engineer
Shell Malaysia
04.2001 - 05.2003
Senior Network Administrator
Maybank
06.1997 - 04.2001
Bachelor's Degree - Information Technology
University Utara Malaysia
01.1993 - 01.1997
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