Wai-Meng Lee

• Overall accountability for DSS Point of Production Malaysia and Local Business Units in APAC Region • Ensuring operational performance for all DSS Services delivered out of Point of Production Malaysia • Ensuring successful execution of all DSS projects in the APAC Region • Supporting all DSS pre-sales & solution design activities in the APAC Region • Monthly business performance review with DSS Local Business Units in APAC Region

• Leading a Division of 350+ staff with full P/L accountability • Providing guidance, mentorship and leadership to department leaders and team members • Developing strategies focusing upon annual production efficiency increases & cost reduction • Managing stakeholder relationships and expectations relating to service delivery standards • Working effectively with all stakeholders including third party suppliers and partners

• Lead a Department of 120+ staff with full P/L accountability • Ensured delivery of all SAP infrastructure projects within pre-set budgets and timescales • Managed continuous expansion of the Operations team to cater for increased business • Delivered operational support to clients in accordance with contracted SLAs • Constantly improved operational efficiency and quality of service delivery • Built high performance teams consistently high scoring in Key Performance Indicators

• Ensured continuity of operations as Global SAP Hosting Service Engineering Manager • Managed a team of up to ~30 project staff across multiple locations • Monitored and managed expertise and resources provided to ensure project deliverables • Ensured operational efficiency with minimal use of resources and service requirements • Maintained compliance with all SLAs to provide seamless integration • Worked collaboratively with all groups delivering SAP projects for Shell Global Account

• Managed a geographically and culturally diverse team of up to ~30 Engineering Analysts • Provided leadership & direction to SE Leads in weekly status meetings • Delivered continual evergreening of SE processes and infrastructure • Collaborated with other members of the management team for SAP strategy alignments • Worked globally to ensure continuity and minimise interruptions to required SLAs • Liaised with business IT leaders and management to clarify Group strategies on Hosting and Storage

• Managed a team of up to ~15 Engineering Analysts across Malaysia, The Netherlands and US • Established close working relationships with Overseas and offshore Global colleagues • Drove continuous improvement, delivering reliability and cost effective solutions • Championed ITIL processes including compliance with Sarbanes-Oxley Act and Trust Domain standards • Worked with project teams to ensure smooth transition from project to operation phase

• Created engineering white papers to identify continuous improvements and efficiency gains • Developed, tested and implemented patches to maintain stability of SAP Hosting infrastructures • Automated SAP system copy through UNIX scripting reducing human errors and execution time • Coordinated the creation of Root Cause Analyses (RCA) reports for critical operational incidents • Created After Action Review (AAR) reports to capture key learning and operational improvements

• Provided expert advice on SAP Basis, database and UNIX administration services • Devised and developed processes and procedures to ensure operational efficiency • Co-ordinated SAP Basis and UNIX initiatives to develop and improve of service offerings • Made recommendations for on-going development of software and hardware installations

• Managed all day to day activities relating to the production support environments • Worked with other technical experts on capacity planning, maintenance and upgrade of systems • Co-operated with external suppliers to ensure integrity and high performance of disk storage subsystem • Maintained and prioritised business process needs to ensure service continuity and disaster recovery

• Worked within the team maintaining and upgrading systems on a day to day basis • Provided early identification of problems aimed at avoiding unscheduled downtime • Installed and configured SAP Add-On products including Faxination software • Developed operational procedures to support system security and disaster recovery.

Member of a large project team, working on Customer Information and Billing System (CIBS) for a giant Utility Company in Malaysia

Provided pre and post sales support covering network, system and database installation, configuration and management for clients of KE Systems