Praveen Krishnan

• Owned IT operations and service delivery for 12,000+ users and 20,000+ devices across 13 offices, acting as the primary point of contact for all IT-related support within the region.
• Oversaw IT operations, including application support, office builds, and infrastructure, ensuring business continuity and smooth onboarding for new sites.
• Led and managed internal/external regional IT teams (L1, L2 & L3) , balancing regional alignment with local needs.
• Directed a major initiative to improve departmental workflows, embedding new ways of working and enhancing service efficiency.
• Developed strategies for IT systems, services, and policies, aligning with business objectives and compliance standards.
• Recruited, coached, and built talent roadmaps for high-performing teams, driving professional growth and succession planning.
• Assessed vendor capabilities, monitored delivery performance, and provided improvement recommendations.
• Participated in budget planning, control, and management, balancing cost optimization with service reliability.
• Ensured security of data, network access, and IT infrastructure, embedding controls into daily operations.
• Contributed to audits, compliance initiatives, and IT governance reviews.
• Introduced automation, including a Tech Refresh Engagement Bot that saved 5,000+ hours annually, and real-time dashboards for SLA compliance and asset lifecycle tracking.
• Redesigned CSAT process, doubling response rates and feeding customer insights into service improvements.
• Directed major incident management (P1/P0) with executive-level communications and root cause documentation.

• Oversaw the entire lifecycle of enterprise applications, managing a dedicated team of professionals to provide 1st, 2nd & 3rd level support and ensure the highest standards of technical expertise
• Developed and executed strategic plans for the effective deployment, monitoring, and ongoing support of critical enterprise applications, ensuring optimal performance and reliability
• Collaborated closely with cross-functional teams, including development, infrastructure, and security, to align application management strategies with broader organizational goals and objectives
• Conducted regular performance evaluations and provided constructive feedback to team members, fostering a culture of continuous improvement and professional development
• Established and maintained key performance indicators (KPIs) to measure the effectiveness and efficiency of the enterprise application support team, ensuring alignment with service level agreements (SLAs)
• Led the implementation of ITIL best practices within the team, streamlining processes for incident, problem, and change management to enhance overall service delivery
• Developed and maintained strong relationships with vendors, negotiating contracts, managing vendor performance, and staying abreast of industry trends to inform strategic decision-making
• Collaborated with internal stakeholders to define and prioritize feature enhancements and updates for enterprise applications based on user feedback and evolving business requirements Implemented robust documentation practices, including standard operating procedures (SOPs) and knowledge base articles, to facilitate knowledge sharing and ensure a smooth transition during team changes
• Conducted regular training sessions for the team to keep them abreast of the latest technologies, industry best practices, and changes in enterprise application landscapes
• Played a pivotal role in troubleshooting complex issues, ensuring timely resolution, and conducting root cause analysis to prevent recurrence
• Orchestrated regular communication channels with end-users to gather feedback, address concerns, and communicate planned changes or updates to enterprise applications
• Contributed to the development and adherence to security policies and practices, ensuring the confidentiality, integrity, and availability of sensitive enterprise data.
• Oversaw team focused on executing strategic initiatives to drive equipment reliability and process improvements.
• Championed new policies and regulations to minimize production errors and incidents.

Group HOD IT Service & Operations(Interim)

• Stepped into the role of Interim Head of Department, overseeing IT service delivery and operational activities to ensure seamless support for the organization's business objectives
• Led, configured and deployed operating systems, network and firewall appliances, security and applications.
• Managed and motivated a dedicated team to deliver high-quality IT services, emphasizing responsiveness and customer satisfaction
• Implemented strategic initiatives to optimize IT service processes, leading to increased efficiency and improved service delivery.
• Analyzed organization outcomes, identifying problems, evaluating trends and anticipating requirements.
• Helped define and manage technology infrastructure strategy, architecture and processes.
• Hired, trained and developed dynamic and accomplished team of IT professionals.
• Oversaw department budgeting, purchasing and employee scheduling, consistently meeting targets and maintaining profitable operations.
• Protected company information with the creation of robust information security systems and effective disaster recovery plans.
• Optimized department workflow based on real-time and in-depth analyses of current operations

Lead, System Engineer

• Spearheaded the design and management of the internal IT infrastructure for all enterprise applications and systems at Carsome
• Group, focusing on a cloud-first approach for enhanced scalability and performance
• Formulated and executed core policies and procedures in accordance with SOX and ISO 27001 standards, ensuring a secure and compliant IT environment
• Orchestrated the end-to-end lifecycle of enterprise product onboarding, managing RFQ processes, leading successful proof-of-concept efforts, negotiating costs, and overseeing product management activities
• Implemented and maintained automated patch management systems for all end-user computing devices, including both Windows and Mac platforms, resulting in improved system security and efficiency
• Developed a comprehensive blueprint for service management transformation through automation, optimizing workflows and enhancing overall operational efficiency
• Regularly provided detailed updates and reports to stakeholders and senior board members, facilitating strategic decision-making.
• Verified accuracy and completeness of key system documentation and corrected identified errors.
• Addressed outages and accessibility issues to maintain consistent workflow.
• Integrated reliability changes in collaboration with development teams.
• Consulted with engineering teams, management and users to help guide continuous improvement initiatives.
• Supported short- and long-term integration planning for system-level and subsystem functionality improvements.

• Acted as primary escalation point at KL office, resolving complex issues for enterprise clients.
• Delivered cloud migration of 8,000+ servers across 6 continents, ensuring minimal downtime.
• Administered Active Directory, Exchange, SCCM, patch management, endpoint security.
• Supported VM/storage (HP/Dell DAS, SAN/NAS, Azure VM/Storage) environments.
• Developed SOPs, scripts, and automated tasks to improve service efficiency.
• Handled critical P1 incidents, RCA documentation, and ServiceNow reporting for clients across regulated industries.

• Sole IT contact for the Kuala Lumpur office, providing end-to-end IT support while remotely assisting teams in Australia and New Zealand.
• Built technical skills in Active Directory, Exchange, SCCM deployments, and enterprise conferencing systems.
• Strengthened foundation in enterprise IT service delivery and infrastructure support, preparing for regional and global roles ahead.

• Started as Help Desk Agent providing frontline technical support for internet services, quickly developing strong troubleshooting and customer service skills.
• Promoted to Team Lead within one year, recognized for performance and leadership potential.
• As Team Lead, managed a small team of support staff, improving resolution times and customer satisfaction.
• Conducted training sessions and mentoring, helping junior team members grow their technical and customer-handling skills.