MAS RIZAL BIN SUMEDI
SINGAPORE
Summary
Forward-thinking Senior Manager adept at managing teams of 13 employees with 4 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
25
25
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Senior Manager, Customer Success
Equinix
03.2020 - 12.2025
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Consistently met or exceeded annual performance targets set by senior leadership.
Manager, Customer Success
Equinix
09.2016 - 03.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Customer Success Manager
Equinix
05.2014 - 09.2016
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Operations Engineer
Thomson Reuters
07.2011 - 05.2014
- Performs routine daily operations, monitoring, fault detection and initial troubleshooting for Thomson Reuters managed systems and networks globally
- Carry out Incident Management and escalation process
- Involved in the various levels of ITIL (Incident, Problem, Change and Release Management)
- Participate in Operational Acceptance Testing (OAT) to meet operational needs and to take on project work as required
- Conducted root cause analysis for recurring issues, resulting in long-term solutions and improved system stability.
- Trained junior engineers on standard operating procedures, contributing to a knowledgeable and skilled workforce.
Operations Specialist (Team Lead)
IBM
12.2006 - 07.2011
- To supervise a team of System Operators and ensuring the smooth running of Data Centres
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
Senior System Administrator (Team Lead)
Singapore Computer Systems
08.2003 - 12.2006
- Provide 2nd level problem determination
- Collaborated with cross-functional teams to design and deploy customized IT solutions, meeting specific organizational needs.
- Completed reports detailing network and systems performance and downtime issues.
System Operator
National University Hospital & National Healthcare Group
11.2000 - 08.2003
- Provide 1st level problem determination.
- Troubleshot system stoppages and determined best course of action to maintain system up-time.
- Collaborated with team to develop and communicate ideas and ways to improve system delivery and security.
Education
Diploma - Business Administration
Singapore Polytechnic
Skills
Strategic planning
Talent development
Operations management
Cross-functional collaboration
Hiring and training
Certification
ITIL V3 Foundation for IT Service Management
Timeline
Senior Manager, Customer Success
Equinix
03.2020 - 12.2025
Manager, Customer Success
Equinix
09.2016 - 03.2020
Customer Success Manager
Equinix
05.2014 - 09.2016
Operations Engineer
Thomson Reuters
07.2011 - 05.2014
Operations Specialist (Team Lead)
IBM
12.2006 - 07.2011
Senior System Administrator (Team Lead)
Singapore Computer Systems
08.2003 - 12.2006
System Operator
National University Hospital & National Healthcare Group
11.2000 - 08.2003
Diploma - Business Administration
Singapore Polytechnic