Shoghin Muniandy

• APAC APM (Application Performance Monitoring)/FSO Lead - This role requires the candidate to identify and implement monitoring/observability functionality available in Chubb to the respective application portfolios for the App hosted in the APAC region in compliant to global standards for observability and the understanding and technology model of each application within the region

Key Responsibilities - Operational

• Drive Application Performance Monitoring (APM) for the region [APAC]
• Identifying APM tools to be used for onboarding to the Applications in APAC.
• Maintain silent running and deliver services KPI for onboarding within the region.
• Keep monitoring technology evergreen through patching and version control – ensuring application performance degrade data is ever ready and instantly triggered to respective teams to minimize business outages and reducing major incidents.
• Identifying opportunities to automate repetitive processes increasing efficiency.
• Advocate the APM solution and processes and seek partnership with business application teams to solicit buy in through engagement.

Key Responsibilities - Strategic

• Manage App Dynamics onboarding in phases. 3 phase strategy.
• Science Logic – integrating SL1 with SNOW to ensure monitoring triggers are registered via a ticket to respective team to work on.
• Analyze and perform case study on each apps within the region to be equipped with at least one of the APM tools available on CHUBB network. Each app should be equipped with at least 1 APM tool.

Key Responsibilities - Leadership

• Prioritize and support time to deliver on commitments.
• Strong interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment (conference calls, Skype, face-to-face)

Key Responsibilities - Governance

• Effective collaboration with Business organizations Level Management and IT functions.through Portfolio-aligned Service.
• Regular cadence with Vendors; Internal IT Support functions/ IT Leadership and Business to report the health of Production Support and Services organization

• Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
• Reduced downtime, optimizing system performance through continuous monitoring and analysis of key metrics.
• Played a critical role in maintaining high levels of data integrity through rigorous validation procedures and controls implementation.
• Assisted in vendor selection process by evaluating proposals based on cost-effectiveness, quality of services offered, and alignment with company goals.

• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
• Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
• Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
• Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
• Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
• Championed the adoption of new incident management technologies, successfully implementing solutions that improved overall system resilience.
• Contributed to the development of organizational disaster recovery plans by incorporating insights from past incidents and emerging trends in cybersecurity threats.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Oversaw development and implementation of improvements to support network operations.

Point of Contact based on follow the sun concept to ensure Major/Crisis Incident Management (Priority/Severity 1) incidents are managed to rapid resolution. Provides role clarity, communication and facilitation during a Major/Crisis Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service (Crisis). Other key responsibilities include:

Participate in weekly and daily on-call rotation - incident tickets - want to watch. Chair and facilitate the Major/Crisis incident Bridge call - war room coordinator. Work with the Application/Service Owner to gather current details and craft messages for updates.

• Manage communication during the lifecycle of the Major/Crisis incident.
• Email communication - Service Incident Update to global/regional/local audience.
• Ensure timely communication to the community.
• Filter distractions that would hinder or slow down the efforts of the troubleshooting team Consult with Executive Leadership (CIO/DC10s) for decision guidance, as necessary Resolve Major Incident record
• Initiate PIR and trigger Problem Management Process.

Other Key Deliveries

• Escalation point of contact for Global Service Desk
• Measurement and Reporting for service improvement deep dive on Global Service Desk
• Regular updates to distributed regional service managers.
• Communications Management
• Ticketing Tool Project Implementation
• SAP standardization roll out to region

Providing support an improve services, processes and functions within IT. Understanding the best practices within IT and strive towards implementation. Involvement in new service landing for IT. Point of contact for Global Resolver Groups ensuring IT governance and support model including best practices are clearly understood. Chair and govern Service Improvement plan and activities with the Global Resolver Groups and Global Service Desk. Provide senior managers, stakeholders and IT services leadership teams with updates pertaining to IT services.

• Evaluated the effectiveness of implemented process improvements against established benchmarks, refining strategies as necessary to achieve desired results.
• Coached team members on effective problem-solving techniques, empowering them to drive improvements independently.
• Reduced production downtime through proactive identification of bottlenecks and optimization of workflows.

• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Validated results and performed quality assurance to assess accuracy of data.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Queried databases for information needed for report processing.
• Identified and resolved problems through root cause analysis and research.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.

• Enhanced productivity by automating repetitive tasks and reducing manual efforts.
• Streamlined workflow processes by identifying bottlenecks and implementing solutions.
• Assisted in the development of project plans, ensuring timely completion of milestones and deliverables according to established deadlines.
• Served as a subject matter expert on workflow-related matters during interdepartmental meetings and discussions.
• Supported change management initiatives through effective communication strategies that promoted understanding of newly implemented workflows.
• Collaborated with cross-functional teams to ensure seamless workflow integration and alignment with business objectives.
• Mentored junior analysts in effective problem-solving techniques while working on complex workflow projects.
• Ensured compliance with company policies, regulatory requirements, and industry standards by maintaining proper documentation regarding workflows.