Rawang, Selangor, Malaysia
• Led IT coordination across 12 APAC markets (China, Hong Kong, Taiwan, Singapore, Malaysia, Indonesia, Thailand, South Korea, Vietnam, Philippines, Australia, New Zealand), delivering seamless services in alignment with global standards. • Chaired the APAC Change Advisory Board (CAB) and managed ITSM processes (Incident, Access & Request, Change) via ServiceNow. • Spearheaded KPI and CSI frameworks that boosted service quality and team performance. • Drove year-over-year improvements in SLA compliance and CSAT scores. • Served as primary escalation point for complex customer issues; developed technical training and supported recruitment. • Led team performance and operations, providing mentorship, guidance, and supervision to foster a high-performing IT team. • Supported ISMS implementation and compliance initiatives. • Oversaw Change, Access and EUS operations, ensuring secure and cost-effective service delivery. (2023-2026) • Led Incident, Problem, Service Desk, Access, Change, and EUS operations using ServiceNow ITSM, driving root cause analysis (RCA), improving service reliability, and achieving first-call resolution KPIs. (2019-2022)
•Directed IT operations across Malaysia (HQ), Indonesia, and offshore vessels, ensuring seamless service delivery. •Led IT strategic planning, aligning initiatives with company mission and driving service quality improvements. •Managed IT infrastructure, including data centers, servers, networking, telecommunications, e-HR, ERP, EDMS, and security/surveillance systems, optimizing performance and reliability. •Delivered end-to-end IT projects, tracking milestones and adjusting resources to meet timeline, budget, scope, and risk requirements. •Developed and enforced IT policies, procedures, and guidelines, enhancing operational excellence. •Liaised with vendors to maintain high service levels, support, and maintenance quality, while managing procurement and bidding processes. •Represented IT in IAOC, IMS, and EMT committees, and served as ISO Internal Auditor for Operations and QHSE, ensuring compliance and process integrity.
•Delivered IT support for ExxonMobil’s downstream operations across Asia Pacific, China, Japan, Korea, South Pacific, Europe, Africa, and Middle East, ensuring seamless global service delivery. •Collaborated with regional and global teams, including Houston headquarters, to align support processes and enhance operational efficiency. •Managed change management processes, standardizing procedures to minimize service disruptions and improve daily operations. •Served as Project Coordinator for regional and global operation-acceptance activities, ensuring successful project delivery. •Led annual access review exercises as Regional Access Review Coordinator, maintaining security and compliance standards. •Administered access controls for all systems and applications, ensuring compliance with control procedures and service level objectives. •Coordinated problem escalation and updates during service disruptions as Problem & Change Coordinator, leveraging BMC Remedy for efficient resolution. •Directed Business Continuity Planning (BCP) and Disaster Recovery Planning (DRP) exercises as BCP/DRP Coordinator, overseeing planning, implementation, and documentation. •Involved in Incident Management and Service Desk operations, achieving first-call resolution KPIs through rapid response and effective issue resolution. •Acted as Technical Lead for the customer service team, mentoring and training new staff to build a high-performing support unit.