MOHD ALIF NAWAWI BIN PATARAI

• 24x7 shift rotation covering all weekends and public holidays.
• Support Service Operations BAU / daily activities.
• Service monitoring, logging of incident tickets and / or service requests and troubleshooting across TNS Accept, Connect and Orchestrate products
• Responsible for performing daily checks on TNS’s technology platforms, reporting on outcomes and escalating issues.
• Working all assigned tickets through to resolution, whilst providing timely escalation, communication, and updates through the lifecycle of the incident ticket.
• Working closely with internal technical support groups and 3rd party organizations in support of any given service incident.
• Maintain high level of verbal and written communication with customers, partners and internal stakeholders.
• Support post-incident impact analysis / support activities.
• Support of change management activities.
• Implementation and adherence to documented policies and procedures.
• Deliver against customer facing SLA’s

Ø Based at Bank Negara Malaysia (BNM)
Ø Maintain Wi-Fi infrastructure in Bank Negara Malaysia (BNM)
Ø Attend ticket raise by Bank Negara Malaysia (BNM) on Wi-Fi
issue.
Ø Monitor the devices in Bank Negara Malaysia (BNM)
Ø Go on-site if customer request change.
Ø Perform service and equipment configuration if require.
Ø Work closely with service provisioning delivery concerned
groups for a timely delivery.
Ø Provide faulty report in Quarter Report.
Ø Escalate issue to support if enable to resolve the issue.
Ø Submit daily report to BNM.
Ø Submit Quarterly Report to BNM.
Ø Other ad-hoc task related to network management and
provisioning delivery.
Ø Ensure all internal service targets are met and are reported upon
in a timely manner.
Ø Follow-up closely with providers on ticket open and ensure issues
are resolved as per agreed Service Level Agreement (SLA).
Ø Liaise with customer to provide update as per agreed SLA.
Ø Escalate up to Level 2, and/or management, if issues are not
resolve or encountered prolonged delay to resolution
Ø Other ad-hoc task related to network management and
provisioning delivery.
Ø Ensure all internal service targets are met and are reported upon
in a timely manner.
Ø Follow-up closely with providers on ticket open and ensure issues
are resolved as per agreed Service Level Agreement (SLA).
Ø Liaise with customer to provide update as per agreed SLA.
Ø Escalate up to Level 2, and/or management, if issues are not
resolve or encountered prolonged delay to resolution

Ø Responsible for developing new market initiatives, assessing new markets and analyzing
Ø Accountable for all programs under ATC: includes plan, develop,coordinate, negotiating contracts, initiating proposal and closing deals.
Ø Collaborating with management on sales goals, planning and
forecasting; maintaining short and long-term business development plans and other works or assignments as when instructed by the management.
Ø Keep record of program cash flow and manage project/program account.
Ø Take notes project or programs meeting and distribute the minutes to relevant participants no later than 3 days.
Ø Be present and make routine presentation of projects physical and financial performance in project Coordination Meeting.
Ø Attend course/training for continuous improvement of knowledge and skill
Ø Consistently develop network business friends and keep record of their details.
Ø To be in the state of readiness to take up responsibility at any given time that being assigned by top management.
Ø In the course of performing the duties mentioned anywhere in this document the staff must always be ready to go out alone in group to meet people or stakeholders.
Ø To plan, execute and monitor project implementation to ensure proper and timely delivery of the project.
Ø To establish positive relationship among project team members and staff
Ø To participate in activities conducted by ISI UTM that are of direct significant to the ISIV.
Ø To protect company image.
Ø Must thrive to become a confident person who is capable of
working independently.
Ø Ensure the efficient and effectively deliver the projects and if
necessary, staff must communicate directly to clients and party
involves.

Ø Perform new service activation, changes or termination.
Ø Perform service and equipment configuration.
Ø Work closely with various service provisioning delivery
concerned groups for a timely delivery of customer circuit order.
Ø Validate sales and purchase orders details to facilitate a
smooth provisioning delivery.
Ø Provide and create the necessary document like Acceptance
Form and Hand-over Document for provisioning process and
Service handover to customer.
Ø Ensure circuits service delivery components are coordinated
and service handover accepted by customer.
Ø Provide weekly reports to customer on progress of
provisioning delivery.
Ø Document and refine all Provisioning process into the
knowledge Library.
Ø Ensure all internal service targets are met and are reported upon in a timely manner.
Ø Compile reference documentation for internal teams
during handover.
Ø Perform fault analysis, classification and troubleshooting
of incidents through support portal.
Ø Provide network circuit traffic monitoring and updates.
Ø Follow-up closely with providers on faulty circuits and ensure
issues are resolved as per agreed Service Level Agreement
(SLA).
Ø Liaise with customer to provide update as per agreed SLA.
Ø Escalate up to Nevigate Level 2, Level 3 and/or management, if
issues are not resolve or encountered prolonged delay to
resolution.
Ø Perform customization of daily, weekly and monthly reports.
Ø Perform shift.
Ø Other ad-hoc task related to network management and
provisioning delivery
Ø Perform new service activation, changes or termination.
Ø Perform service and equipment configuration.
Ø Work closely with various service provisioning delivery
concerned groups for a timely delivery of customer circuit order.
Ø Validate sales and purchase orders details to facilitate a
smooth provisioning delivery.
Ø Provide and create the necessary document like Acceptance
Form and Hand-over Document for provisioning process and
Service handover to customer.
Ø Ensure circuits service delivery components are coordinated
and service handover accepted by customer.
Ø Provide weekly reports to customer on progress of
provisioning delivery.
Ø Document and refine all Provisioning process into the
knowledge Library.
Ø Ensure all internal service targets are met and are reported upon in a timely manner.
Ø Compile reference documentation for internal teams
during handover.
Ø Perform fault analysis, classification and troubleshooting
of incidents through support portal.
Ø Provide network circuit traffic monitoring and updates.
Ø Follow-up closely with providers on faulty circuits and ensure
issues are resolved as per agreed Service Level Agreement
(SLA).
Ø Liaise with customer to provide update as per agreed SLA.
Ø Escalate up to Nevigate Level 2, Level 3 and/or management, if
issues are not resolve or encountered prolonged delay to
resolution.
Ø Perform customization of daily, weekly and monthly reports.
Ø Perform shift.
Ø Other ad-hoc task related to network management and
provisioning delivery

Ø Monitor, troubleshoot, and resolve any traffic related issue
including multiple technical reports to keep a close eye on QoS
related parameters.
Ø Perform interconnect testing and ensure all interconnect related
parameters are checked and verified.
Ø Handle, analyze and resolve all level 1 trouble tickets and
complaints raise by carries.
Ø Perform QA testing to check QoS of vendor routes.
Ø Perform all operational tasks, including implementation of rates,
adding payments and configuring new carries.
Ø Live interaction with customers/vendors via Skype or phone in
order to provide quality support & services to customers and
vendors.