Incident and Problem Manager, Change and CAB Coordinator

Served as a key member of the IT Incident, Problem, Change, and Disaster Recovery team, safeguarding operational stability by leading high-impact incident resolution, managing enterprise-wide changes, and strengthening disaster recovery and business continuity readiness across the organization.

Key Achievements & Responsibilities
• Directed major incident response and problem management, stakeholder management and communications, overseeing escalations, conducting root cause analysis, achieving 95% SLA compliance in incident management in line with organizational targets.
• Led change management initiatives, authorized minor changes, coordinated Change Advisory Board activities, and ensured smooth post-implementation reviews for mission-critical systems.
• Coordinated Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) testing, supporting strategic and ICT projects to mitigate operational risks.
• Managed compliance activities, executed internal and external audits, and represented CrITsit in audit interviews, ensuring full alignment with regulatory and operational standards.
• Collaborated with cross-regional teams to address operational risks, adapt to market changes, and enhance sales coordination processes.
• Partnered with Information Security to address and resolve security-related incidents effectively.
• Produced clear technical and executive-level documentation, maintaining up-to-date SOPs, policies, and incident/change records.
• Designed and launched the Critical Situation Operational Excellence Dashboard, providing real-time performance insights for incident, problem, and change management activities.

Business Monitoring Executive

Monitored and safeguarded the health of AirAsia-managed IT infrastructure, ensuring high system availability and operational continuity. Acted as the first line of response for infrastructure issues, executing timely interventions and supporting enterprise-wide technology initiatives.

Key Achievements & Responsibilities
• Monitored and maintained server health and performance, achieving ≥99.9% uptime in alignment with SLA commitments for business-critical infrastructure.
• Achieved 100% compliance with the operational KPI to respond to all identified outages within 15 minutes, performing initial system health checks before incident declaration to trigger timely service recovery and minimize operational impact.
• Conducted system administration and performance threshold management, delivering regular health check reports to senior management.
• Developed, tested, and deployed automation scripts to streamline IT support tasks and reduce manual workload.
• Participated in Change Advisory Board (CAB) activities, providing technical input and authorizations for changes impacting production environments.
• Collaborated with project teams to align system deployments with business requirements and operational readiness.
• Supported service recovery operations and conducted root cause analyses for critical outages.

Notable Projects
• Automated AirAsia booking website synthetic health checks, improving proactive issue detection and reducing downtime.
• Contributed to the Google Cloud Platform (GCP) transformation project, supporting AirAsia ICT’s migration to cloud infrastructure.
• Provided operational monitoring and support during Quarterly Sales Extension (SE) events to ensure uninterrupted sales performance.

SOM - Shift Operation Manager

Managed the Malaysia Delivery Center’s 24/7 IT operations, supporting clients across Asia and Europe in ensuring rapid resolution of high-severity incidents, operational compliance, and optimal workforce coverage to support uninterrupted service delivery.

Key Achievements & Responsibilities
• Coordinated critical incident resolution with a Response to Operational Problem (RtOP) / Incident Recovery time of ≤4 hours, avoiding SLA breaches for international clients.
• Oversaw shift governance, resource planning, and workforce allocation for multiple technical teams to maintain smooth IT operations.
• Acted as the single point of contact (SPOC) for escalations, operational issues, and compliance with EHS (Environment, Health & Safety) standards.
• Escalated out-of-scope server incidents to corrective teams, ensuring timely intervention and resolution.
• Provided real-time updates to management and stakeholders during ongoing incidents, maintaining transparency and alignment.
• Produced post-incident reports detailing root causes, corrective actions, and service improvement recommendations.
• Ensured engineering teams adhered to ITIL service management processes in incident handling and change activities.
• Handled customer escalations, delivering solutions that expedited recovery and enhanced client satisfaction.
• Contributed to Next Generation Delivery Model (NGDM) Continuous Service Improvement (CSI) projects, enhancing operational efficiency.

SMT – High Priority Incident Coordinator

Coordinated high-severity incident management for the Malaysia Delivery Center, ensuring rapid resolution, operational compliance, and seamless IT service continuity for enterprise clients across Asia and Europe regions.

Key Achievements & Responsibilities
• Managed critical and high-priority incidents with a maximum 4-hour recovery target to meet SLA obligations ensuring timely communication and resolution to minimize business impact.
• Oversaw shift governance, workforce allocation, and operational readiness to support 24/7 delivery center operations.
• Acted as the single point of contact (SPOC) for escalations, operational concerns, and EHS compliance within the delivery center.
• Facilitated escalation of complex or out-of-scope server incidents to the appropriate corrective teams.
• Provided real-time updates to center management and stakeholders during active incidents, ensuring alignment on recovery actions.
• Delivered comprehensive post-incident reports with root cause analysis and recommended preventive measures.
• Enforced adherence to ITIL service management processes in incident handling and change activities.

ITO Service Delivery Consultant (Ops Monitoring / WINTEL Engineer)

Provided operational monitoring, incident response, and WINTEL engineering support for HP-owned and client-managed servers, ensuring maximum uptime, performance optimization, and compliance with service-level agreements.

Key Achievements & Responsibilities
• Performed daily health checks for global server infrastructure, proactively identifying and resolving performance issues.
• Served as first-response escalation point for server and data center outages, initiating rapid recovery measures.
• Managed and maintained server performance thresholds, ensuring continuous uptime for enterprise clients.
• Developed, tested, and deployed automation scripts to streamline monitoring tasks and accelerate operating system installations.
• Conducted basic server troubleshooting within SLA timelines, escalating complex issues to corrective teams.
• Produced server health check reports for HP and client managers, providing transparency on infrastructure status.
• Participated in Change Advisory Board (CAB) processes, reviewing and authorizing system changes for production environments.
• Performed system administration and routine data backups for client-managed servers.
• Collaborated with project management teams to analyze requirements, build server operating systems, install applications, and support deployments.

SEA IT Support/Service Desk

Provided technical support and IT services to end users across Southeast Asia, ensuring smooth operation of business-critical systems, timely issue resolution, and efficient IT asset management.

Key Achievements & Responsibilities
• Delivered first-line support for applications, operating systems, and hardware issues, resolving incidents within SLA timelines.
• Fulfilled IT service requests including installation and configuration of software for new users.
• Managed and maintained the company’s IT asset inventory, covering laptops, desktops, IP phones, projectors, and conferencing equipment.
• Conducted testing and deployment of new operating system images for regional rollouts via Microsoft SCCM.
• Developed and implemented automation scripts for post-Windows installation software deployment, user account creation, PC cleanup, and network restoration.
• Performed troubleshooting for hardware failures, unresponsive operating systems, and connectivity issues, ensuring minimal downtime.

UNMC Student Association Website Intern

Roles and Responsibilities
1. Create, develop, and maintain the website for the Nottingham Student Association.

UNMC Counseling Unit Assistant

Roles and Responsibilities
1. Assist in maintaining IT equipment in the UNMC counselling rooms.
2. Assist in administrative tasks for the UNMC counseling team.

IT Support Intern

Roles and Responsibilities
1. Assist in basic lab PCs troubleshooting.
2. Perform testing on new IT equipment prior to deployment.

The journey officially began