PRITHIVIRAJ a/l KUMAR
Summary
Accomplished IT service management professional with extensive expertise in customer service management, critical incident management, incident management and problem management. Demonstrates strong leadership and proficiency in ITSM best practices, including change, problem, and knowledge management. Adapt at utilizing ITIL management principles and proficient in ITSM tools to drive operational excellence. Committed to enhancing organizational efficiency through effective change request management and strategic implementation of ICT solutions.
Overview
2027
2027
years of professional experience
1
1
Certification
Work history
Lead, ITSM Process Owner and CSI
Grab
- 04.2026
- Serve as the Process Owner for core IT Service Management (ITSM) modules, including Incident Management (and Major Incident Management), Request Management, Problem Management, and Knowledge Management.
- Establish and govern all incident metrics, notably Service Level Agreements (SLAs), to ensure compliance and effective performance reporting.
- Direct and manage the Major Incident Management function, serving as the primary lead for critical service restoration efforts.
- Facilitate and conduct Root Cause Analysis (RCA) meetings with service owners for Problem Management and is responsible for ensuring all resolutions are documented in the Known Error Database (KEDB).
- Ensures robust governance over Knowledge Management articles submitted by Group Technology, overseeing the complete lifecycle of all knowledge assets.
- Manages the end-to-end Request Management process, including the definition of workflows, approval hierarchies, and fulfillment procedures.
- Function as the central point of contact and final escalation authority for all associated ITSM processes.
- Organize and leadDevelop and present ITSM executive dashboards, highlighting KPIs for all managed processes.
- Conduct regular management service review meetings to report on service quality and operational performance.
- Responsible for defining and establishing comprehensive performance and quality metrics for service reviews, driving initiatives for Continual Service Improvement (CSI).
- Leverage AI-driven tools to automate and streamline daily service management workflows, enhancing operational efficiency, improving accuracy and turnaround time, reducing manual workload, and enabling data-driven decision-making and continuous process improvement.
Manager – ITSM Service Level Management and Queue Coordination
Ambank Berhad
01.2025 - 01.2026
- Define, establish, and formally document Service Level Agreements (SLAs), detailing service scope, performance targets, and roles/responsibilities.
- Systematically monitor SLA adherence and ensure prompt corrective action when targets are missed.
- Oversee critical service performance indicators (e.g., system availability, incident response, and resolution times).
- Evaluate SLA registrations, ensuring alignment with defined business expectations.
- Conduct periodic reviews and updates of all SLAs to accommodate evolving business requirements.
- Measure and formally report on the service availability of all systems under SLM, fostering transparency.
- Validate and ensure compliance of incident updates with mandatory matrix standards.
- Lead strategic initiatives to enhance services based on SLA performance data analysis.
- Ensure SLM practices strictly adhere to established ITIL and ITSM frameworks.
- Champion a transparent and accountable service delivery culture.
- Coordinate inter-departmental efforts with IT and business units to meet service delivery expectations.
- Provide analytical support to Incident and Problem Management by assessing SLA impacts.
- Serve as the designated coordinator for compliance inquiries related to BNM RMIT regulations.
Assistant Manager – Continuous Service Improvement (CSI), Escalation Management, Incident & Service Request Coordination
Ambank Berhad
12.2019 - 01.2025
- Served as the Process Subject Matter Expert (SME) for Incident and Service Request modules.
- Functioned as an application owner for the IT Service Management (ITSM) tool.
- Provided oversight for Service Desk operations, ensuring high-quality service delivery.
- Acted as the Single Point of Contact (SPOC) for all IT service delivery escalations.
- Managed and monitored Service Level Agreement (SLA) and Key Performance Indicator (KPI) adherence for the IT group.
- Spearheaded process improvement initiatives to enhance overall service efficiency.
- Conducted Risk Management in Technology (RMIT) reviews in collaboration with designated action owners.
- Coordinated and tracked the progress of Risk Treatment Plans (RTP).
- Prepared and presented comprehensive reporting, analysis, and analytics for executive management reviews.
- Participated in IT projects, focusing on user impact assessment, coordination, and execution activities.
- Oversaw data management activities and provided support during audit reviews.
- Developed and delivered in-house training on ITSM-related topics to internal teams.
- Executed a holistic review of all critical banking systems and services to ensure compliance with the latest RMIT clause regarding SLA targets and criticality classifications.
- Automated approval workflows within the ITSM tool, transitioning manual form-based approvals to digital multi-tier approval structures, significantly reducing the turnaround time (TAT) for service requests.
- Streamlined new employee onboarding by ensuring access data was prepared one week in advance and automating ID creation prior to commencement dates, enabling new hires, especially short-term contract staff, to begin work or training effectively on their first day.
- Elevated service desk quality through the introduction of chatbot functionality for handling incidents and requests, facilitating end-user self-troubleshooting and independent information access, resulting in a demonstrable reduction in service desk call volume.
Team Lead - Incident Management & Problem Management
Atos Services SDN BHD
06.2018 - 12.2019
- Directed a team of 10 professionals responsible for incident and problem management within the banking sector.
- Chaired major incident bridge calls, ensuring prompt coordination and resolution.
- Monitored all incidents to maintain adherence to Service Level Agreements (SLAs), including mobilization time, response time, resolution time, and handovers.
- Oversaw and tracked all service delivery outputs, including incident reports, tower health status, and Root Cause Analyses (RCA).
- Presided over daily management meetings, delivered presentations, and conducted Key Performance Indicator (KPI) reviews.
- Prepared and validated daily, weekly, and monthly operational reports.
- Executed ticket and queue management for breached, aged, untouched, and bounced tickets.
- Monitored and maintained problem records and the known error database.
- Managed account-specific processes at the APAC level and collaborated with global teams to enhance operational efficiency.
- Implemented service improvement plans (SIPs) and strategic initiatives to elevate service quality.
- Organized coaching sessions, team huddles, and internal training programs.
- Managed all escalations pertaining to incident and problem management.
- Conducted KPI evaluations for Incident Managers and Problem Managers.
- Prepared the team for Business Continuity Planning (BCP) and Disaster Recovery (DR) exercises.
- Managed administrative functions including roster planning, timesheet validation, profile maintenance, and claims processing.
- Conducted interviews and supported internal recruitment initiatives.
- Participated in internal and external audits to ensure compliance and operational integrity.
Process Owner cum Team Lead for ICM
Atos Services SDN BHD
05.2016 - 06.2018
- Served as the Owner for SMC processes and process documentation.
- Ensured all documents were updated with current processes/practices, accompanied by proper approvals, in compliance with the ISO standard.
- Managed and monitored all Change, Standard Service Request (SSR), and Incident tickets.
- Ensured no process violations occurred prior to change implementation.
- Provided approval decisions for change implementations.
- Followed up on approvals based on the change type and urgency.
- Conducted and facilitated Change Advisory Board (CAB) meetings with all support groups, Service Delivery Managers (SDMs), change coordinators, and change implementers.
- Participated in SMC audits for Change Management and Incident Management.
- Acted as the backup for the SDM for Change Management when required.
- Prepared KPI reports for all contracts.
- Prepared the Change Management KPI report.
- Reviewed and performed quality checks on change tickets, ensuring all mandatory information was completed with proper process adherence prior to implementation.
- Functioned as an Incident Manager when necessary.
- Invoked P1/P2 processes as required.
- Facilitated conference bridge calls with relevant support teams until incident resolution was confirmed.
- Prepared handover/chronology reports for P1/P2 incidents.
- Participated in Root Cause Analysis (RCA) calls with the Problem Management team when necessary.
- Tracked all recorded Major Incidents (MI).
- Conducted daily incident reviews with trend analysis to identify aged, SLA-breached, and untouched incidents.
- Consistently followed up with support groups and their managers for ticket updates to prevent customer escalations.
Service Improvement Specialist / Quality Assurance (QA)
Atos Services SDN BHD
08.2014 - 04.2016
- Monitored and performed call audits for multiple contracts.
- Monitored and performed ticket audits across multiple ticketing tools.
- Provided regular coaching feedback to agents on their performance to maintain high standards, including addressing Average Talk Time (ATT) and Average Handle Time (AHT).
- Prepared and provided support for all ad-hoc reporting and analysis.
- Designed and promoted new quality improvement plans for the account and the centre.
- Assisted with staff training in continuous quality improvement methodologies.
- Prepared and analyzed weekly/monthly quality reports for management review.
- Oversaw the performance of junior QA personnel.
- Performed Customer Satisfaction (CSAT) and Dissatisfaction (DSAT) analysis to enhance customer satisfaction and the quality of service delivered.
- Conducted phone screenings/interviews for prospective candidates.
- Participated in User Acceptance Testing (UAT) to standardize processes.
- Set up and maintained live monitoring tools for SLA tracking.
- Coordinated calibration sessions among team members, Operation Team Leads, and Operation Managers.
Service Desk Analyst
Atos Services SDN BHD
10.2012 - 08.2014
- Served as the Single Point of Contact (SPOC) for 4 contracts.
- Provided 1st and 2nd level support for end-users.
- Assisted the Team Lead in managing team SLA performance.
- Assisted the Team Lead in handling escalations and producing reports required by senior management.
- Assisted the Team Lead in ensuring all assigned team tasks were completed promptly.
- Ensured all processes were up-to-date and proposed process improvements when necessary.
- Responsible for managing the account/team in the absence of the Team Leader.
- Engaged in conference calls with support teams, incident/request management, and service managers to provide team updates.
- Troubleshot hardware, software, operating system, and network faults for desktop and laptop devices.
Technical Support Engineer
Lambda Technologies Sdn Bhd
12.2011 - 09.2012
- Provided 1st level support for end-users.
- Involved in projects to establish the call centre.
- Delivered support via telephony, email, and onsite visits.
- Managed server reboots, monitoring, and maintenance.
- Configured soft phones, such as SIP Phone and X-lite, for the entire centre.
- Performed installation and configurations based on system requirements.
- Managed remote sessions with overseas engineers from India, China, and the US.
- Involved in projects with the developer team and the project director.
- Prepared reports for all reported incidents.
Education
Edmonton University
Skills
- ICT service management
- Customer service management
- Critical incident management
- IT incident management
- Change management
- Problem management
- Knowledge management
- ITIL management
- Change request management
- Strong leadership
- ITSM best practices
- Proficient in itsm tools
Certification
- Executive Bachelor In Information Technology
- ITIL v4 Foundation
- Working experience : Since 2011
Personal Particulars
- Nationality : Malaysian
- Email : Prithiviraj0912@gmail.com
- Contact Number : +60102189136
Timeline
Manager – ITSM Service Level Management and Queue Coordination
Ambank Berhad
01.2025 - 01.2026
Assistant Manager – Continuous Service Improvement (CSI), Escalation Management, Incident & Service Request Coordination
Ambank Berhad
12.2019 - 01.2025
Team Lead - Incident Management & Problem Management
Atos Services SDN BHD
06.2018 - 12.2019
Process Owner cum Team Lead for ICM
Atos Services SDN BHD
05.2016 - 06.2018
Service Improvement Specialist / Quality Assurance (QA)
Atos Services SDN BHD
08.2014 - 04.2016
Service Desk Analyst
Atos Services SDN BHD
10.2012 - 08.2014
Technical Support Engineer
Lambda Technologies Sdn Bhd
12.2011 - 09.2012
Lead, ITSM Process Owner and CSI
Grab
- 04.2026
Edmonton University