Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Hobbies and Interests
Timeline
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Sebastian Selva Kumar

Sebastian Selva Kumar

Kuala Lumpur

Summary

Dynamic and highly motivated IT professional with extensive experience spanning technical support, remote specialist leadership, knowledge management, and IT infrastructure operations. Beginning my career as a GSD Level 1 Agent, I demonstrated a passion for technology and a deep commitment to mastering company processes and policies, which propelled me into the Remote Support Specialist Group. Driven by enthusiasm for advanced technology and problem-solving, I was rapidly promoted to Team Lead, successfully managing and motivating remote support teams to drive operational excellence and elevate service delivery.

Building on this foundation, I advanced to the role of Knowledge Manager and South Asia Manager, where I embraced broader responsibilities including international client engagement and frequent global travel. In this capacity, I spearheaded critical knowledge-sharing initiatives, streamlined operational processes, and ensured consistent, high-quality service across diverse markets. My strategic leadership played a pivotal role in enhancing team performance, fostering cross-functional collaboration, and aligning support operations with evolving business goals.

Seeking new challenges, I transitioned into the Corporate Travel industry, where I expanded my expertise in infrastructure management, security planning, and daily IT operations. This role complemented my hands-on experience with global project implementations and product management, enabling me to apply a versatile and robust technical and managerial skill set to deliver impactful solutions.

Recognized for adaptability, strong leadership, and effective stakeholder engagement at all organizational levels, I have a proven track record of continuous learning, global collaboration, and driving operational improvements. I am passionate about leveraging my diverse experience to contribute meaningfully to forward-thinking organizations focused on innovation, efficiency, and sustainable growth.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Global Customer Technology Manager

FCM Travel Asia
11.2021 - Current
  • Led end-to-end global implementations across multiple time zones, ensuring adherence to project timelines and stakeholder expectations.
  • Collaborated with cross-functional internal teams (support, implementation, leadership) to deliver consistent solutions across markets.
  • Managed technical builds including FCM Product Suite, OBTs, HR feeds, SSO, and mobile apps.
  • Maintained up-to-date project documentation and facilitated timely communication with all internal stakeholders.
  • Conducted and coordinated implementation meetings, ensuring alignment with plans and client goals.
  • Ensured adherence to standard implementation processes, automation workflows, and documentation protocols.
  • Proactively identified and mitigated risks, ensuring successful delivery and client satisfaction.
  • Developed suggestions for technical process improvements to optimize resources.
  • Managed implementation of new technological improvements resulting in increased efficiency.
  • Provided leadership and support for IT product department.
  • Improved systems with addition of new features and infrastructure.
  • Recruited and trained IT team members.
  • Delegated tasks effectively while mentoring team members to meet deadlines and exceed performance expectations.
  • Provided hands-on guidance, coaching, and support to foster team growth and professional development.
  • Facilitated regular team meetings to align goals, resolve challenges, and maintain clear communication.
  • Monitored team performance and implemented process improvements to enhance efficiency and output.
  • Promoted a positive, solutions-oriented team culture in high-pressure project environments.
  • Implemented and maintained technology and software budget.

Knowledge Manager/ South Asia Service Desk Manager

DXC Technology
10.2019 - 10.2021
  • Led and managed a service desk team, ensuring high-quality technical support and service delivery across all client environments.
  • Oversaw daily operations of the service desk, including ticket management, SLA compliance, escalation handling, and performance reporting.
  • Delivered functional and technical expertise to clients in a collaborative environment, driving customer satisfaction and operational excellence.
  • Developed and enforced service desk processes, workflows, and escalation protocols to optimize response times and issue resolution.
  • Conducted knowledge transfers from clients, translating them into actionable training material and knowledge base documentation.
  • Created and maintained comprehensive knowledge articles to support consistent and efficient issue resolution by service desk agents.
  • Managed agent scheduling, performance reviews, and continuous improvement initiatives to enhance team productivity.
  • Provided regular training to service desk agents and on-site engineers on new processes, tools, and technologies.
  • Led recruitment and onboarding efforts, including conducting interviews and managing training costs for new hires.
  • Actively engaged with clients and stakeholders to align service delivery with business needs and ensure smooth operations.
  • Designed and implemented new service processes to improve response efficiency, stability, and customer experience.
  • Managed IT asset inventory, procurement, and cost analysis to support infrastructure planning and budget management.
  • Directed infrastructure migrations, ensuring timely completion with minimal disruption to operations.
  • Scheduled and managed regular maintenance of IT hardware and software, ensuring optimal performance and security.
  • Oversaw the management and monitoring of customer IT assets, including servers, Azure Active Directory, and managed switches (L1 & L2).
  • Ensured server integrity through regular updates, backups, and clean-up operations.
  • Maintained compliance with vendor contracts through diligent software/hardware asset tracking and licensing audits.
  • Familiar with MSFT Network Point of Presence (POP) infrastructure and operations.
  • Developed and implemented knowledge management strategies to capture, organize, and share critical business and technical information.
  • Created and maintained a centralized knowledge base, improving access to accurate and up-to-date documentation for internal teams.
  • Led the end-to-end documentation of new processes, tools, and workflows to support operational consistency and scalability.
  • Facilitated knowledge transfer sessions between clients, internal teams, and support staff to ensure seamless information flow.
  • Standardized documentation practices across departments, driving consistency and reducing resolution time for support teams.
  • Analyzed usage data and feedback to continuously improve content quality, relevance, and accessibility.
  • Trained team members and stakeholders on knowledge management tools, encouraging adoption and contribution.
  • Supported continuous improvement initiatives by identifying knowledge gaps and implementing proactive solutions.
  • Collaborated with IT, operations, and service desk teams to ensure knowledge assets aligned with business goals and evolving technologies.
  • Reduced onboarding time and increased team self-sufficiency through well-structured knowledge assets and documentation processes.

Remote Support Specialist Group (Lead)

DXC Technology
04.2018 - 09.2019
  • Provided remote technical assistance to clients, resolving software and computer-related issues efficiently and professionally.
  • Participated in global meetings to evaluate and implement advanced troubleshooting methods to enhance GSD performance.
  • Extracted and compiled critical data from ticketing systems to support performance analysis and decision-making.
  • Collaborated with the Knowledge Manager to improve and update knowledge articles, driving higher first-call resolution rates.
  • Handled client escalations by conducting in-depth root cause analysis and delivering clear, actionable solutions.
  • Reviewed new troubleshooting techniques and technical procedures prior to rollout, ensuring readiness and clarity for the GSD team.
  • Supported GSD training initiatives by assisting in onboarding and addressing technical challenges faced by the support team.
  • Organized and structured an efficient support team, enhancing collaboration, accountability, and service levels.
  • Managed roster scheduling to ensure 24/7 coverage and optimal team availability for global support operations.

Technical Solutions Analyst

DXC Technology
04.2017 - 03.2018
  • Delivered tailored technical solutions by analyzing client needs, system requirements, and business processes.
  • Collaborated with cross-functional teams to design, implement, and support scalable IT solutions across diverse environments.
  • Acted as a liaison between technical teams and business stakeholders to translate complex requirements into actionable outcomes.
  • Conducted in-depth root cause analysis and resolved system issues to ensure optimal performance and user satisfaction.
  • Supported pre- and post-implementation activities, including solution testing, documentation, and user training.
  • Utilized data analytics to identify trends, optimize processes, and drive evidence-based decision-making.
  • Created detailed technical documentation, process flows, and user guides to support ongoing system usage and troubleshooting.
  • Played a key role in continuous improvement initiatives, introducing automation and new tools to enhance system efficiency.
  • Provided expert-level support for escalated technical issues, ensuring minimal downtime and high client satisfaction.

Education

Certificate of Higher Education - Naval Architecture and Marine Engineering

University of Strathclyde
09.2016

Diploma - Mechanical Engineering

Nilai University
08.2014

Certificate - Industrial Management and Maintenance

Nilai University
09.2011

BBA - Business Administration And Management

INTI International University
Kampung Baharu Nilai, Negeri Sembilan
01-2028

Skills

  • IT skills
  • Network administration
  • Application support
  • IT staff leadership
  • Technical
  • Communication Skills
  • Interpersonal Communication
  • Ability to Work in a Team
  • Good team player
  • Leadership Skills
  • IT risk management
  • Leadership and Teamwork
  • Good people skills
  • Microsoft Office
  • Dedicated team player
  • Management Skills
  • MS Teams
  • Amazon Connect
  • Microsoft Azure
  • Microsoft Exchange
  • Citrix
  • Technical process improvement
  • IT systems support
  • Company process evaluation
  • IT service management
  • Technical innovation expertise
  • Employee recruitment
  • Employee development
  • IT department leadership
  • Team collaboration
  • Technical system improvements
  • Business intelligence

Certification

  • AWS Solution Architect Associate June 2021 — December 2023
  • Microsoft Certified: Azure Administrator Associate July 2021 — January 2024
  • ITIL V4 July 2021 — August 2021
  • PMP Certification January 2025 — Present

LANGUAGES

English
Bahasa Melayu
Tamil

Hobbies and Interests

Outdoor sports, Gaming, Cooking, Repairing and Modifying Household Instruments

Timeline

Global Customer Technology Manager

FCM Travel Asia
11.2021 - Current

Knowledge Manager/ South Asia Service Desk Manager

DXC Technology
10.2019 - 10.2021

Remote Support Specialist Group (Lead)

DXC Technology
04.2018 - 09.2019

Technical Solutions Analyst

DXC Technology
04.2017 - 03.2018

Diploma - Mechanical Engineering

Nilai University

Certificate - Industrial Management and Maintenance

Nilai University

Certificate of Higher Education - Naval Architecture and Marine Engineering

University of Strathclyde

BBA - Business Administration And Management

INTI International University

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Sebastian Selva Kumar