Thinalan S Selverajoor
IT
Singapore
Summary
Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 13 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations.
Experienced with incident management, ensuring seamless resolution of critical issues. Utilizes strong analytical and communication skills to coordinate with various teams for timely incident resolution. Track record of maintaining high standards in incident response and documentation.
Developed skills in high-stakes, fast-paced environments, with focus on problem resolution and team coordination. Transitioning into new field, leveraging expertise in handling complex situations and ensuring smooth operations. Seeking to contribute to innovative and dynamic organization.
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
Work History
Incident Manager
DBS Banking Corporation
03.2024 - Current
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
- Provided expert guidance during critical incidents, assisting technical teams in resolving complex issues quickly and effectively.
- Led efforts to improve internal communication tools used in managing incidents, increasing transparency and reducing response times.
- Championed the adoption of new incident management technologies, successfully implementing solutions that improved overall system resilience.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
- Streamlined workflows by automating routine tasks within the incident management process, freeing up resources for higher-priority issues.
- Contributed to the development of organizational disaster recovery plans by incorporating insights from past incidents and emerging trends in cybersecurity threats.
- Implemented and maintained technology and software budget.
- Oversaw development and implementation of improvements to support network operations.
- Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
Production Support (Command Centre Analyst)
A-IT Software service Pte. Ltd
03.2021 - Current
- Perform work in shifts to provide 24/7 on-site or on-call support
- Incident and Problem management
- Knowledge on SRE Best practices and able to adhere to SRE guidelines in the work
- Provide root cause analysis techniques to determine cause and resolve complex system issues
- Perform post-resolution follow-ups to ensure problems have been adequately resolved
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
- Work with onsite and offshore teams across multiple technologies/applications
- Continuous improvement of the system, eq
- Removal of TOIL, job automation, performance tuning
- Proactive management of production services by measuring and monitoring availability, latency, throughput, user journeys and overall system health
NOC Engineer
ValueLabs Pte. Ltd
04.2014 - 02.2021
- Working in a team of NOC engineer for IDA related project
- Functioning as Shift lead in managing and overseeing Network Operations
- Handle case escalation management from occurrence till closure of incident as well as handling production issues and escalating them to relevant team to ensure SLA is met
- Train team members in using various monitoring tools and perform 1st and 2nd level troubleshooting
- Update and manage processes, guidelines and SOP for various government agencies
- Perform scheduled task as per defined in daily, weekly and monthly SOP
- Full involvement in creating a maintenance planning sheet and monitor changes of all activities to ensure planned activities are completed within the set time frame
- Involved in Disaster Recovery planning and testing as part of Business Continuity Plan
- Involved in streamlining monitoring and escalation processes to reduce downtime & possible outages by 20%
CORE SUPPORT ENGINEER
Maxis Telecommunications Sdn Bhd
09.2012 - 04.2014
- Performs a crucial role in network design to accommodate new products into Maxis network
- Ensuring that processes, specifications and workflow systems are followed to ensure service continuity
- Support SIT/UAT to ensure service functionalities in accordance to set specifications and requirements
- Mentor and coach junior team members on technical expertise and project management
- Review technical design and operational handover documents from vendors to ensure all aspects of the purchased product is carefully documented and accepted by internal stakeholders
- Contractor Management - reviews of new contractor appointment and pricing negotiations
- Awarding of Projects based on reviews
- Managing customers, staffs & contractors tactfully
- Proven initiative and ability to work with minimal supervision
- Excellent organizational and motivational skills
- Fluent usage of Linux as involved in L1 and L2 for troubleshooting
Education
Bachelor of Engineering - Electronics Engineering
University Technology of Malaysia
Graduate Diploma - Electronics Engineering
University Technology of Malaysia
Skills
- Creative
- Strategist
- Team Player
- Problem Solver
- Independent
- Resourceful
- Great Leader
- Service management
- Incident management
- Incident priority assessment
- Escalation management
Additional Information
- Online gaming
- Diving
- Active in voluntary works and social gatherings
Computertoolsknowledge
- UNIX
- SQL
- VHDL
- Verilog
- C++
- C
- Matlab
- Microsoft Office (most recent versions)
- Red Hat Administrator
Experiencegained
- Managing customers, staffs & contractors tactfully
- Proven initiative and ability to work with minimal supervision
- Excellent organizational and motivational skills
- Fluent usage of Linux as involved in L1 and L2 for troubleshooting.
Majorprojectsinvolvement
- Introduced the Data Locking feature, 2014, Successfully reduced data dispute by 20%.
- Introduced Auto-Opt In for Data Plans (Roaming), first in South East Asia, 2013, Successfully achieved exponential growth exceeding 700% for roaming data plans take up.
- Launch of Prepaid Data Roaming, First in Malaysia, 2013, Generating new prepaid revenue stream valued at RM120,000 /month.
- Launch of Billshock - Data Roaming Controller, first in South East Asia, 2013, Reduced BillShock by 70% while improved customer experience.
Personal Information
- ID Number: 881104-56-5499
- Passport Number: S8867716A
- Date of Birth: 11/04/88
- Nationality: Malaysian (Singapore PR)
Phonenumbers
- +65 9090 2857
- +60133619185
Training
- Microsoft Word
- Microsoft Excel
- Microsoft Project
- Microsoft Visio
- Microsoft PowerPoint
- 7 Habits of Highly Effective People
- LTE Fundamental (Telco)
- Project Management Fundamental
- Project Report Writing
- CIPA
- CIPE
Timeline
Incident Manager
DBS Banking Corporation
03.2024 - Current
Production Support (Command Centre Analyst)
A-IT Software service Pte. Ltd
03.2021 - Current
NOC Engineer
ValueLabs Pte. Ltd
04.2014 - 02.2021
CORE SUPPORT ENGINEER
Maxis Telecommunications Sdn Bhd
09.2012 - 04.2014
Graduate Diploma - Electronics Engineering
University Technology of Malaysia
Bachelor of Engineering - Electronics Engineering
University Technology of Malaysia
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