Irene Tang

Oversee daily IT support operations for APAC, manage and work with Helpdesk team in follow-the-sun support model across APAC, EMEA, US regions. Create and maintain documentation, manage ticket queues in Jira, lead IT initiatives and escalation point for urgent/critical issues. IT operations/support of End-user services which consists of Mac/Windows, enterprise applications such Google Workspace, Slack, Pulse Secure, Duo. Manage and grow a team of support engineers located in Singapore, Tokyo and Bangalore. Currently consists of 6 members from Level 1 support to Lead support. Manage relationships with 3rd party vendors for audio visuals and inventory management. Partner with IT Asset Management team for IT hardware, software and mobile phone purchases. Partner with teams such as Sales, Legal, Trust & Safety, Corporate Security, InfoSec, Twitter Services, Engineering, Finance, Taxation, Procurement, REW, Corporate Security on IT initiatives, escalations, queries, roll-outs and office expansions in the region. Act as a point of contact within the region for all functional groups within the IT organization including Helpdesk, IT Systems, IT Enterprise Applications, IT Product Management.

Oversee operations of national healthcare systems such as National Electronic Health Record (NEHR) which is used by healthcare professionals across healthcare settings in Singapore. Team management to support operations of healthcare systems and national healthcare infrastructure platform used by or integrated with healthcare settings. Manage and document operations processes, carry out service reporting to Internal/External stakeholders, management and relevant boards. Drive service performance delivered by the vendor, drive Incident resolution, reduce aging of open Incidents, manage issues and escalations, and ensure outsourced vendor conforms adherence to SLA and verify plans exist to address deviations. Collaborate with clinical, functional and technical SME within the organization for solutions proposed by the outsourced vendor. Support group audit function during yearly audit of National healthcare systems. In addition, support audit. For new projects (new IT systems), involve in EOI, RFP, vendor evaluation and contracting. Lastly, manage contract renewal of operations and maintenance services (OMS) from securing funding from MOH followed by awarding contract to vendors. For contract renewal with vendors, work with Legal, Procurement, Contract Management and Finance. During used phase, manage operations cost (OPEX) of systems which range from $12mil to $35mil yearly.

Oversee operations of national healthcare systems such as National Electronic Health Record (NEHR), Care and Case Management system, used by healthcare professionals across healthcare settings in Singapore, as an individual contributor. Manage and document operations processes, carry out service reporting to Internal/External stakeholders, management and relevant boards. Drive service performance delivered by the vendor, drive Incident resolution, reduce aging of open Incidents, manage issues and escalations, and ensure outsourced vendor conforms adherence to SLA and verify plans exist to address deviations. Collaborate and review with clinical, functional and technical SME within the organization for solutions proposed by the outsourced vendor. Support group audit function during yearly audit of national healthcare systems. For new projects (new IT systems), involve in EOI, RFP, vendor evaluation and contracting.

Service Management of approximately 10 services/applications consisting of - Consumer Services which consists of download capability on mobile phones, system for tool used in Nokia Care Centre to capture phone software errors, Maps for China consumers. - Internal Business Applications which consist of software delivery process for phones, virtual warehouse management for factories. - Internal Employee Applications which consist of web based community to boost, vote and discuss ideas for Nokia Innovations and Nokia Strategies.

Service Management of internal IT Services namely Client Desktop services, File & Print Services for APAC. Implemented, trained and enforced global ITIL processes in APAC with direction from Global Operations Manager. Project Management of small application migration projects for the region.

IT Service Delivery Management of the internal IT Services (Terminal Services for Office workstations ie Windows Platform, Variants on Nokia mobile devices) for APAC and China Deployment of Windows XP to all Nokia workstations in APAC, working closely with Deployment manager from service provider IBM.

Tier 2 Application Support to Service Desk and On-site Support for Terminal Services (Windows Platform on workstations) which was provided to approximately 2,500 Nokia end users in Asia Pacific. Provide assistance to Nokia Delivery Manager for Terminal Services such as issues related to the service for Asia Pacific. Manage Windows XP rollout to approximately 2,800 Nokia workstations in 12 countries/sites in Asia Pacific within 12 months as IBM GEO Deployment Manager, working with IBM Project Manager to plan, coordinate, execute and manage rollout in the region.

Tier 2 Application Support to Service Desk and On-site Support for Office Workstation Terminal Services (Windows Platform on office workstations) used by 2,500 Nokia end users in Asia Pacific. Act as contact point for Global IT Platform team for the service on issues and queries.