Shah Alam, Selangor, Malaysia
As a Service manager and project manager, I leverage my 10+ years of experience in telecommunication focussing on operations and maintenance (O&M) as well as projects to provide high-quality services for clients in Malaysia and abroad. I have extensive knowledge and skills in project rollouts and O&M services, as well as exposure to MNC work cultures and ethics. I am responsible for managing a group of engineers, both onsite and remote, on case delivery, SLA and KPI performance, operation review, reporting, and proposal submission. I also collaborate with internal partners, finance team, and management team to support EWP, identify new prospects, and filter potential candidates. I value trust and teamwork, flexibility, technical approach, and anticipation towards results. My goal is to deliver seamless O&M support for clients and achieve common objectives across all levels.
• Managed customer engagement and escalation management for Managed Services in multiple regions • Participated in costing and tendering for new opportunities, contributing to business growth and expansion. • Plan and coordinate onsite support with engineers on critical cases, ensuring timely resolution and customer satisfaction.
• Managed the rollout of TI works for ZTE, HUAWEI, and ERICSON in key regions nationwide, focusing on the Celcom Digi Mergeco project. • Coordinated with teams and customers to ensure successful project delivery. • Conducted customer meetings and engagements to maintain strong relationships. • Handled PR PO related tasks, including verification and issuance for Steadcom Sdn Bhd in Puchong, Selangor, Malaysia.
• Managed the rollout of TI works under ZTE/ HUAWEI/ ERICSON in key regions nationwide, ensuring seamless coordination with PMs and teams. • Engaged in sales and P&L activities, monitoring collective P&L and individual project progress, leading to successful PR/PO related matters. • Actively participated in business opportunity engagement, fostering customer relationships and identifying new opportunities for growth. • Led internal and external team engagement in respective rollout projects, sourcing and managing teams across all projects efficiently.
Accountable for project rollout mainly in TI rollout for clients such as Huawei, ZTE and Ericsson. Project involved, - TI rollout for Eastern Region under Huawei. - TI rollout for ZTE in Central and East Malaysia Region for UM and DIGI project. - DNB 5G rollout for Ericsson under Central Region Work involved - Planning and coordination of sites - Managing subordinates as well as subcontractors. - Cost planning for projects. Existing as well as adhoc projects as when needed - On going client communication (meetings/ planning /project bidding) as well as subcon communication (identifying pool of subcon thru engagement / registering / fulfilling sites assignments to available subcontractors) Achievements - Promoted as acting Project Director for TI division
Accountable for O&M in several domains for VAS which includes - Managing a group of engineers both onsite and remote on case delivery. - Maintaining SLA and KPI as per agreed, through monitoring, review and discussion on cases both internal and client. - Routine operation review with client on the SLA performance + reporting. - Involve in managing/ collaborating with internal partners to provide thorough EWP support for client - Assisting management team in identifying new prosect through proposals submission, meetings and costing. Also includes filtering of potential candidates on technical aspect to maximize value on the project supported. - Supporting finance team on routine basis to ensure work delivered vs payment are in sync. Thru engagement of both internal and client on PO & invoicing related matters. - Handling out of scope request from client and assist in providing consultation/ solution thru discussion and meetings to achieve common objectives. - Maintaining positive relationship with client through regular follow up and discussion on issues faced.
Provide support on Operation & Maintenance activities on Moto and Ericsson NodeB equipment which include - Case creation - Case escalation - Delegations of tasks among team member - Troubleshooting and advice - Local tracker maintenance and monitoring. - Monthly reporting and updates, internally and customer - Support in value added services to customer