Klang, Selangor, Malaysia
Alex’s has more than 15 years of IT and Security Operations experience and 7 years of Team Management. With experience working in diverse and large complex environment, Alex is an advocate to processes and manages his work in a structured manner. Having worked in both end user and vendor environments, he is able to handle the stakeholders and constantly driving his team motivated to deliver. He is proven and committed to his deliverables as his annual performance is always rated as a top performer and entrusted to take on new challenges by his Supervisor.
• Drove enterprise renewal rates, achieving 100% retention in 2024 and increasing the overall rate from 80% to 92% in 2023. • Cultivated close relationships with the top 45 accounts through Quarterly Business Reviews (QBRs), technical roadmaps, and mutual success plans to ensure healthy software adoption. • Generated expansion opportunities by identifying business needs and aligning them with the product portfolio, preparing and delivering all associated quotations. • Developed and executed strategies to maximize customer lifetime value (CLV) and minimize churn risk across the assigned portfolio. Key Accomplishments: • Improved overall renewal rate from 80% to 92% in 2023. • Attained 100% renewal rate in 2024.
Accountable to manage the end to end service delivery.
Focused on Tenable.ad, bridges the technical aspect of the solution between the APJ CSM Team in terms of managing the roadmaps updates, feedbacks and not limited to the overview technical solution with the customers and the Product Team on the development of future solution based on the experience from the field. Review the churned customers and have improvement plans to have better retention rate for Tenable.ad for APJ.
Manages the post-sales phase of APJ customer by ensuring the solution is adopted and integrated fully throughout their subscription. As the assigned CSM, I am the single point of contact for the customer in handling escalations, enquiries, business reviews, technology updates and renewals. Internally, I will work with the Product Team to provide feedbacks from the customers for a better solution to the market and understand the roadmaps that will benefit existing customer that will lead to better renewal rate.
Primarily a client facing role that serve as an interface between the client and the DXC Managed Services Team. In this role, I will ensure services are delivered as per the contract and SLAs are met by ensuring close engagement with the client to understand their expectations and working with the internal delivery team on meeting them. A few notable achievements were achieving all green SLAs by the 10th month of managing the account by identifying the cause of the failure and implemented go-to-green plans to sustain the target SLA, created a clear process documents for all services and have weekly cadence with both client and internal teams to foster better relationship and teamwork.
Manages a team of 6 engineers across 2 locations supporting the Security Monitoring Application such as Symantec Data Centre Security, Imperva Database Activity Monitoring etc. that ensures the availability of the infrastructure, agent coverage on the endpoints and logs connectivity to the SIEM. Also tasked to monitor and assign Incidents, change and problem tickets within the SLA target. I am also accountable to ensure Team’s Operational Risks, that poses threat to the Bank’s regulatory compliance or security risk, be raised with the Risk Managers and handle audit queries and provide evidences for the audit closure. During the 2 years tenure, I have lead the E.R.A. (Eliminate, Reduce, Automate) initiative that successfully automated and eliminated repetitive manual tasks which saved the cost of 2 FTEs, contributed to the success of 2 major projects namely the Security Monitoring Project that onboarded 600 new servers for monitoring within the timeline which met the regulatory requirements and the Data Centre Migration Project that was delivered without impact to the Business and agent monitoring. In order to improve the team’s processes and efficiency, I have established processes, Knowledge Base documents and OLA across other technology towers.