Suhaila Hussin

• Administration of access control systems, including user creation, password resets, and permissions updates.
• Manage identity lifecycle processes including user onboarding, offboarding and role changes across multiple applications and systems.
• Conduct periodic security audits, access user roles and manage privileges to ensure minimal access to critical data.
• Conduct regular access reviews and audits, ensuring compliance with Maybank IT Security, BNM and other regulatory standards.
• Monitor security incidents related to identity management and respond quickly to mitigate breaches or unauthorized access
• Monitored and analyzed access logs to identify anomalies and potential security breaches.
• Supported incident response teams by providing access-related data and remediation strategies.
• Collaborate with IT Team to deploy multi-factor authentication (MFA) or single sign-on (SSO) solutions, enhancing user convenience and security.
• Automated access requests and approval workflows, reducing processing time and improving compliance

• To provide access to computer data and resources through the administration logon id and access profiles across product lines and applications supported by CSC for Maybank.
• To manage User ID Administration (create/modify/reset/delete )
• To monitor and respond to work queues being mindful of SLA targets.
• To provide end-to-end management of problem tickets.
• To perform troubleshooting and problem resolution tasks.
• To review and maintain procedures and processes and alert to opportunities to improve job efficiency and customer satisfaction.
• To maintain effective computer security related to security access administration for Maybank.
• Owning user provisioning procedures and systems, controlling user log-on and registration requirements
• Knowledge of end-user awareness on access security policies and procedures
• Monitor and tracks Audit Log. Attend to auditor's request/queries/response and follow up on outstanding issue.

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• First Call Resolution - responsible in resolving the customer request through the use of scripts, scripted tools, AHD, USD, or Remedy, remote support and knowledge tools.
• Ensuring all email / fax received and responded within service level.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Engaged in user support interactions via telephone, and email platforms.
• Personally contribute to ensuring the Maybank Service Desk meets its quality customer satisfaction SLA's by following incident management rules and guidelines and check guidelines for call handling and fault logging.

• Responsible for the overall implementation and operation of IT Helpdesk end ensuring first level support for end-users
• To update status of all problem and request for user acknowledgement and managing reporting.
• To escalate unsolved problems and request to the appropriate support team or higher level of supervision for further action or management decision.
• Preparing and updating the report on operation activities/ movement for Weekly Steering & Management Meeting.
• Reviews and recommends for enhancement of technical support on system from time-to-time
• To ensure the request forms/documentation completed and maintained for proper filing.