Rizwan Nordin

Service Owner, Asset Discovery

• Owned global IT asset discovery using BMC Discovery for about 700,000 assets across 8 business units.
• Leading the L2 team, sustaining 98%+ SLA compliance on resolution time over the full year.
• Established real-time ticket monitoring against SLA targets, enabling early escalation of at-risk incidents and cutting SLA breaches by 93% year-over-year (15 to 1).
• Replaced a daily 30-minute manual source check across 200+ jobs with Zabbix and Grafana alerting, saving about 10 hours a month and catching failures before business escalation.
• Reduced dependence on L3 support by building SOPs, a knowledge base and a problem management process, and cross-training L2 engineers on the full service.
• Initiated a structured daily morning service check across critical jobs and interfaces, resolving issues before business impact.
• Closed a knowledge gap behind breaches by updating the process and SOP; reconciled about 40 new user accounts a month against approved requests across a 1,400-user base to keep provisioning audit-ready.
• Reviewed and approved monthly security patching plans, rescheduling any patch that clashed with internal processes and notifying users of risks.
• Built a Python and Teradata automation that replaced a manual post-production RTP check with a scheduled report and automatic alerts on zero counts and anomalies, saving about 1 hour a day.

Team Lead

• Managed a 7-member IT team, driving performance, training and operational KPIs.
• Coordinated monthly sprints covering upgrades, migrations, releases and outages.
• Developed staff training programs that improved team capability and reduced recurring operational issues by 20%.
• Produced and presented weekly operational reports using Splunk to senior management, improving visibility of system health, incidents and trends.
• Implemented automation, analytics and process improvements that reduced manual operational effort by 25%.
• Acted as first escalation point for critical customer issues while maintaining 95%+ SLA compliance.
• Ensured IT operations complied with applicable policies, standards, laws and regulatory requirements.

Senior Service Support Specialist

• Received the “Very Exceptional Employee” (VESPA) award for the successful delivery of a €10 million project.
• Tracked and monitored vendor progress on a €50k Teradata upgrade project, covering scope, timeline, risk and SLA, improving decision-making efficiency and management satisfaction.
• Supported incident tickets (BAU), change requests and problem tickets, coordinating system patching, upgrades and service improvement plans.
• Raised the sales user success rate to 75% through consultation and understanding of user issues.
• Redesigned the Net Promoter Approach scripting, reducing processing time by 80%.
• Automated web sanity testing with Selenium, cutting average testing time by 50% and reducing human error.
• Former service owner, ensuring services followed company IT policies, procedures and security framework standards.

Analyst Programmer

• Telekom Malaysia Berhad, TM iCARE (Technical Architect) · Feb 2009 to Dec 2009
• Green Packet, P1 WiMAX (Technical Architect) · Sept 2007 to Feb 2009
• Japanese Tobacco International, Trade Marketing Excellence (Tester) · Apr 2007 to Sept 2007
• Telekom Malaysia Berhad, TM iCARE (Technical Architect) · Jul 2005 to Apr 2007

Master of Business Administration (Strategic Management)

Bachelor of Information Technology