NUR WAHIDA ISMAIL

• Lead a team of 2 service now technical analyst/developer to deliver services to 29 entities within Asia.
• Manage at Market level the convergence, standardization and improvement of the Service Management processes in AXA global context.
• Accountable to scope and coordinate all ITSM deployment activities such as ITAM - CSDM Migration, Application Centralization, API Integration, Master Data clean up, Global Data Recertification, Q0S dashboard etc.
• Demarcate post deployment and continuous improvement plan, to manage and coordinate those improvement plan and to manage the alignment and expectations with the OpCos.
• Lead all Global implementation within the Asia Market and drive the implementations with respective operating companies in Asia

Achievement:

• Successfully completed Service Now data migration from Common Service Data Model (CSDM) version 2.0 to CSDM V 4.0 for 10 Business Entities in Asia within global project timeline and cost with 0 incident and escalations
• Successfully completed harmonization (Symphony & Solstices) encompasses of transition activities of application services support for PH & HK Opcos from the old vendor of CTS to new vendor (IBM & Accenture) project within project timeline and with 0 incidents.

• Managed the end-to-end asset lifecycle through the maintenance of records and database containing information regarding licenses, warranties, and service agreements for the end user’s hardware and Software.
• This includes forecasting, monitoring, recording, and tracking of to ensure compliance with vendor contracts, licenses, leasing contracts, audit to ensure proper invoicing.
• Involved in CI identification and implementation of solutions allowing AXA to standardize our IT infra services and hardware, optimize support, maintenance, licenses to reduce cost and gain competitive advantage.
• Responsible for the development and maintenance of tracking system for all hardware/software assets (regionally) to maintain an accurate inventory and accounting of all assets and their components.
• Lead the delivery of the regional end user service daily activities with local contact points. Collaborates with Business IT Service owners, Project managers, On-site support staff to have complete process adherence, accurate CMDB and accurate invoicing.
• Responsible for realization of the SACM Processes defined within the ITSM-ITAM Platform, process improvements and deployments initiative to meet refresh objective and management goals.
• Participates in ISO 27001, ISAF, MTSB and all related security audit framework involving asset and config process from preparation, collecting evidence, interview and remediation work.

Achievements:

• Successfully designed and Implemented Data Quality monthly reporting to assess Service Now data quality level and planned for remediation which improved the data quality level from 70% to 97%
• Successfully implemented Asset management process in AXA following ITIL guidelines and recommendation with ameliorate documentations which helps to increase overall score for ISO 27001 Maturity Level from 2 to 3.5
• Successfully simplified Asset provisioning process and help to reduce 2 hours of FTE effort in handling provisioning request for business entities in HK, MY, IN, SG and PH

• Acted as configuration management subject matter expert (SME) supporting Shell IT Malaysia to solve common and complex issues raised by business using established guidelines and recommends appropriate alternatives Manage information about Configuration item comprises of servers, storage, applications, Network Equipment and databases required to deliver on IT service, including their relationship and dependencies for 100,000++ CIs over 7 Shell Data Centers globally.
• In charged of DQ Critical Service Level for Shell Supplier which carries penalty value up to USD200,000. The DQ metrics are reported to the relevant governance forums in the Business/Function/ITO forums and the appropriate remediation owners are tagged for effective action.
• Involved in Data Quality Critical Service Level upgrades & downgrades process comprises of contract negotiation between Shell suppliers, Business, Service Level and Performance Management team.
• Coordinated the end-to-end process of Shell Global Data Center Audit. This activity was performed to fulfill the IT Asset Management audit Guideline Control GC.007: 05.01.01 – Inventory of assets and 05.01.02 – Ownership of assets.
• Involved in configuration audits interview with Shell external and internal auditors and communicate audit recommendations to Management

Achievements:

• Successfully revised ISP CSL Data Quality Metrics after 5 years remained unchanged and the amendments have been reflected in supplier\'s 3B contract to meet the refresh objectives.
• Successfully completed ITBM Project to identify and remediate orphan ASI, Computer, SAP systems, Databases which has contributed to USD 2mil reduction of cost fallout.
• Successfully created new performance summary dashboard for Shell Enterprise Configuration Management network which help to reduce 2 hours of FTE effort to produce the old dashboard

• Responsible for the AIGGS data analytic as well as KPI, SLA and other metric reporting requirements that align GS IT strategies and execution to AIG's business and corporate needs (return on IT investment)
• Lead important or more than one project, including planning; assigning, monitoring and reviewing progress and accuracy of work; evaluating results
• Prepared business requirements specifications; document business practices, work flows, feasibility studies and cost projections

Achievement:

• Successfully developed KL Infrastructure Operations Team performance dashboard encompasses of Incident, Request, Change and Config Management process performance which was used as one of the main KPI in AIG

• Lead a team of 2 members of Configuration Management team in Asia Pacific supporting Asia and global following follow the sun support model.
• Accountable for Configuration Management tool questions and liaison to Configuration Automation group for Service-now and other ITSM applications. Auditing/exception reporting to support data integrity within Service-now - Controlled the receipt, identification, storage, and withdrawal of all CI.
• Conducted CMDB Service Now training for new employee orientation program and refresher.

Achievement:

• Successfully created new training deck for Configuration Management process which was used as Global Training material for ITSM Configuration Management training
• Successfully Completed CMDB Clean-up project for Asia Pacific region for application link to infrastructures (orphan) which has contributed to USD200k of cost saving

• Supported and advised operations and project teams with baselines data reporting to deliver contractual obligation and CSLs (Critical Service Level) for Shell Global Account with invoice of ~€10m per month and penalty value up to ~€1m per month.
• Acted as Configuration Management process manager - manage the end-to-end configuration management processes including optimizing various data interfaces to ensure effective synchronization of CMDB
• Proposed and implemented CMDB support models for the Shell Global Account to ensure planned and emergency CMDB modifications are always coordinated and communicated to affected customers whilst adhering to the T-Systems tool's release schedule.
• Represented T-Systems as the Configuration Subject Matter Expert and decision maker in Shell Global Account process forums with topic leaders from cross-bundles as well as within T-Systems Service lines

Achievement:

• Successfully sustained Configuration Management Critical Service Level green = 99% for 3 consecutive years which has resulted cost avoidance of penalty value up to ~€1m per month.

• Audit/verify the Infrastructure against the CMDB and report the discrepancies via DRD tickets
• Participate in the Change process to make sure that infrastructure changes are timely and correctly reflected in the CMDB
• Work with the CMAT and other team to investigate and resolve discrepancies
• Assured data quality of trusted sources and make sure that trusted source discrepancies or problems are fixed.

Achievement:

Successfully deliver all required deliverables promptly without any escalations. Proactively work with team members to clean all data quality issues related to CMDB inventories.