Tamootaran Manoharan

[email protected] • 016-2828367 • Kinrara Ria Apartment, Jalan TK 4/11 Puchong, Taman Kinrara 4, 47100 Puchong, Puchong, 47100 Malaysia

PROFESSIONAL SUMMARY

Highly experienced IT Manager and Service Design professional with 18 years of expertise in IT infrastructure, enterprise applications, service operations, and regional support environments. Strong background in managing multi country operations, designing service models, defining SLAs, and optimizing operational costs. Currently leading service solution design for airport and airline systems at SITA across APAC, working closely with product, commercial, procurement, and operations teams. Recognized for strong problem solving skills, hands on technical depth, and the ability to lead teams through complex, multi stakeholder environments.

WORK EXPERIENCE

Service Designer (Lead Analyst, Service Solution) APAC
02/2024 - Present
SITA B.V , Petaling Jaya
• Design and cost the operational support solution for standard, customized, non-standard, complex and outsource projects in the area of Service Operation & Service Management, which provides the Service Model associated to the Core Product/Service proposed to airports/airlines opportunities, covering 16 APAC countries including Singapore & Malaysia.
• Product Line: Passenger Processing System, Baggage Management, Network, Voice solution & Airport Operation.
• Service design cost includes, support model, resource cost, SLA, spare management, DLP (defect liability period), SLA contingency
• Represent SGS (SITA Global Services) APAC in the bid process by provisioning customer facing communication, discussions & presentation, including negotiation when required.
• Responsible to review and update RFP in the areas concerning service operation and service management.
• Work with Products Solutions, GEO operations, Contract managers, Commercial team and Procurement to develop and issue RFPs to service partners (following the appropriate engagement processes) and to select and negotiate appropriate contracts and service level agreement.
• Interface with operation teams to ensure that the Operations Model and its component parts have been reflected in the operations solution (Onetime & monthly recurring cost).
• Define the optimal cost and integrated operation solution, which meets customer and product requirements.
• Lead service improvement initiatives that deliver and contribute to the corporate business and functional objectives of the team.
IT Analyst - Business Applications Manager – Contract
11/2022 - 10/2023
Allnex Sdn Bhd , Petaling Jaya, Selangor
• Collaborate with IT Business Owners and other teams to translate business requirements into solutions.
• Participate in the complete lifecycle of an application implementation in a DevOps model
• including Preparation, Design, Deployment, Operations, and Phase-out.
• Being responsible for keeping up with the IT trends and releasing a follow-up for the applications in scope.
• Partner with the Architecture and Data Teams to engineer solutions, as well as solve complex problems.
• Functional and IT subject matter expert for applications in scope.
• Perform liaison duties amongst all application Stakeholders.
• Involve in vendor management of external Partners and Suppliers.
• Practical experience in IT consulting and managing all phases of the application lifecycle.
• Convincing ability to understand business requirements, assess business needs and translate them into solutions.
• Competence in systems integration, interfacing, application performance, scalability, reliability, and security.
• Strong team player spirit and ability to interact with different countries, time zones, and cultures
• Continuous improvement and enhancement of application and related business processes
• Partnering with IT and business stakeholders to ensure continuous improvement, as well as life cycle management for all applications & business services in scope
• Vendor management of external Partners and Suppliers
IT Infrastructure Manager – Contract
01/2021 - 06/2022
Euro Sme Sdn Bhd , Shah Alam, Selangor
• Re-evaluate the existing infrastructure and future requirements of the business to present suitable solutions going forward (within optimum costs).
• Manages and is responsible for the day to day running of the systems, hardware and software and all associated peripherals, including printers, copiers, telephony, etc.
• The management of all the networks, telephony, and other IT related services.
• Ensure the best levels of technical resources, skills, equipment, services and facilities are made available to meet the organizational and operational needs of the business at the lowest cost.
• Plan and assist in the standardization of hardware and software throughout the business to reduce costs and support.
• Continuously manage and monitor all company resources, owned or leased to ensure they are used in accordance with company policies and procedures.
• Manage IT assets by the creation and maintain of an up-to-date asset register of all IT resources held centrically or by individuals.
• Maintain up to date documentation on all tasks and procedures required for the efficient operation and management of IT resources.
• Liaise with external supplier to ensure that they are providing the best service at the most cost-effective rate.
• Continuously manage and monitor all services provided by third parties to ensure that they meet agreed SLA’s.
• Provide management with information and research on specific IT related subject as required.
• Provide all users, local and remote with the necessary hardware, software services for the performance of their job in line with agreed company policies.
• Implement policies and procedures to minimize downtime of essential systems and services.
• Troubleshoot problems or issues and resolve any infrastructure failures internally or with approved external support companies.
• Ensure that the backup, archiving and disaster recovery plans are kept up to date with changes to the infrastructure.
• Plan and implement methods to protect the safety and security of the Groups infrastructure from internal or external threats.
• Ensure that the department adheres to its policies, internal or external and legal obligations.
• Regularly review, prior to renewal, the cost of all services provided to the department and obtain competitive alternatives for consideration my management with recommendations.
• Review and recommend alternatives to redundant or obsolete systems.
Senior IT Executive & System Analyst (Team Lead - APAC) - Permanent
01/2018 - 08/2020
Diversey (M) Sdn Bhd , Shah Alam, Selangor
• Member of the IT Infrastructure team and will work with in a local or regional capacity.
• Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure.
• Lead team from other region and answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
• Manage and support APAC regional IT related issues and asset management (Malaysia, Singapore, Indonesia and Philippines).
• Under minimal superstition, provide minimum IT Level 3 technical support to the end user community in the cluster/regional capacity.
• Troubleshoot and resolves hardware, software and use problems when they arise.
• Manages incidents (tickets) from beginning to the end.
• Participate in the resolution of chronic problems and other technical projects as assigned.
• Install new, expands existing and configures operating systems, software applications, utilities and service packs based on end user needs.
• Perform software and hardware upgrades, routine maintenance and monitoring.
• Test new software operating systems, upgrades and applications prior to implementing into production.
• Train users in the use of equipment and software.
• Participate in projects as a projects team member national/international.
• Update status and assist on tickets in REMEDY in a timely manner.
• Support SAP questions and queries.
• 1st or 2nd level network support.
• Manage user and policy in Active Directory.
• Creating and managing IT purchases through use of technology.
Senior MIS Executive – Permanent
01/2010 - 01/2018
REDtone Telecommunication Sdn Bhd , Puchong, Selangor
• Reported directly to the Head of Information Technology, supporting enterprise IT operations and strategic initiatives.
• Evaluated, implemented, and supported business application systems based on organizational and operational requirements.
• Planned, deployed, and maintained enterprise IT infrastructure, including servers, desktops, laptops, LAN/WAN, and Microsoft-based environments.
• Provided end-to-end technical support across hardware, software, network, and system installations, troubleshooting, and performance monitoring.
• Acted as a trusted IT advisor to Management and business units, providing recommendations on technology improvements and risk mitigation.
• Ensured IT governance, controls, and security measures were implemented and maintained in line with internal policies and audit requirements.
• Administered and supported server and enterprise systems, including File Servers, SQL Server, Web Server, FTP, Antivirus, and backup solutions.
• Managed Active Directory, domain policies, user access, and identity management across the organization.
• Led administration and support of SAP Business One, including Crystal Reports customization and financial reporting for management.
• Managed and supported enterprise email platforms, including IceWarp Mail Server, Google Apps, and later Microsoft 365.
• Implemented and managed IP PBX (3CX) telephony systems.
• Oversaw VMware virtualization and Veeam backup and recovery, including routine testing and disaster recovery readiness.
• Coordinated and supported IT projects, including system upgrades, migrations, and infrastructure enhancements.
• Liaised with vendors and service providers, ensuring optimal system performance and compliance with agreed service levels.
• Managed software licensing, domain and DNS administration, and IT asset records.
• Supported corporate website operations and e-commerce traffic tracking across internal and external platforms.
• Conducted and supported IT audits, ensuring compliance with regulatory and internal control requirements.
• Delivered user training and knowledge transfer for newly implemented systems and applications.
• Provided 24/7 on-call support for critical systems to ensure business continuity.

EDUCATION

SPM
12/2002
Sek Men Kebangsaan Bandar Sunway , Bandar Sunway, Malaysia
Diploma in Information Technology
12/2006
Saito College , Petaling Jaya, Malaysia

SKILLS

Technical Skills: Windows Server, Active Directory, VMware, Virtualization, Backup & Recovery Systems, Mail Server, Print Management Server, Firewall, Load Balancer, Network L1 & L2 Support, SAP B1, Crystal Reports, Domain & DNS Management, IT Security, Antivirus, System Integration, Application Lifecycle Management, DevOps Practices, Operational Support Solutions
Soft Skills: Team Management, Training & Team Building, Decision Making, Problem Solving, Time Management, Stakeholder Collaboration, Technology Adoption, Business Requirement Translation, IT Governance
Tools: Google Workspace, Microsoft 365, IP PBX (3CX), ServiceNow, Project Management Tools, Financial & Performance Reporting Tools
Other: IT Procurement, Software Licensing, Asset Management, IT Auditing & Compliance, Contract Negotiation, Cost Analysis, Service Design, ITIL Framework, IT Risk Management, IT Performance Reports, IT Consulting, Project Coordination

PROJECTS

APAC Airport Service Operations Design & Costing
Technologies: Service Operation Modeling, SLA Management Tools, Resource Planning Software, Spare Parts Inventory Systems, Defect Liability Period (DLP) Frameworks, Airport IT Systems: CUPPS, CUSS, Baggage Management Systems, Network and Voice Communication Systems, Project Management and Collaboration Tools
• Designed and implemented comprehensive end-to-end service operation models for airport and airline solutions across 16 APAC countries, improving operational efficiency and standardization
• Developed detailed support models, SLA frameworks, resource allocation plans, spares management strategies, and Defect Liability Period (DLP) coverage tailored for both standard and complex projects, reducing downtime by 15%
• Led cross-functional collaboration with commercial, operations, and technical teams to support RFPs and bids for CUPPS, CUSS, Baggage Management, Network, Voice, and Airport Operations systems, enhancing bid success rate by 20%
• Directed customer negotiations and service-related discussions, aligning service delivery with client requirements and cost targets to optimize scalability and customer satisfaction
• Delivered scalable, cost-effective service solutions through rigorous analysis and continuous improvement, contributing to a 10% reduction in operational costs while maintaining high service quality
Business Applications Lifecycle & DevOps Implementation
Technologies: DevOps, Jenkins, Docker, Azure Cloud, RESTful APIs, Application Performance Monitoring, Security Auditing, Vendor Management
• Led end-to-end application lifecycle management within a DevOps framework, implementing CI/CD pipelines using Jenkins and Docker to accelerate deployment cycles by 30%
• Collaborated closely with Architecture and Data teams to translate complex business requirements into scalable technical solutions leveraging Azure cloud services and RESTful APIs
• Served as the primary functional and IT subject matter expert, guiding cross-functional teams and external vendors to ensure application security, performance, and compliance with industry standards
• Directed vendor management and conducted rigorous performance tuning and security audits, resulting in a 25% improvement in application uptime and enhanced data protection
• Championed process automation and integration enhancements that aligned applications with evolving business workflows, increasing operational efficiency by 20%
Enterprise IT Infrastructure Transformation
Technologies: VMware vSphere, Cisco Networking, Windows Server, Microsoft 365, Veeam Backup & Replication, Azure Cloud Services, Fortinet Firewall, Endpoint Protection Solutions
• Led a comprehensive redesign of Euro SME's enterprise IT infrastructure using VMware virtualization and Cisco networking solutions to enhance scalability and reduce operational costs by 20%
• Developed and enforced standardized hardware and software platforms including Windows Server and Microsoft 365, decreasing support tickets by 30% and streamlining IT operations
• Architected and implemented robust backup and disaster recovery strategies leveraging Veeam Backup & Replication and Azure cloud services, achieving 99.9% system availability and minimizing downtime
• Established security frameworks with Fortinet firewalls and endpoint protection tools to safeguard data integrity and ensure compliance with SLA governance
• Coordinated cross-functional teams and managed vendor relationships to monitor SLA adherence, resulting in improved service continuity and a 15% reduction in incident resolution time
APAC Regional IT Operations & Support Model
Technologies: SAP ERP, Active Directory, Cisco Networking, ServiceNow ITSM, Windows Server, VMware virtualization, Regional Asset Management Tools
• Led regional IT operations and L3 support across Malaysia, Singapore, Indonesia, and the Philippines.
• Managed incident lifecycle, chronic issue resolution, and cross-border support coordination.
• Supported SAP, Active Directory, network services, and regional asset management.
• Participated in global and regional IT projects, ensuring alignment with corporate standards.
• Improved service responsiveness and consistency across APAC regions.
SAP B1 & Enterprise Systems Support
• Administered and supported SAP Business One, including Crystal Reports customization, financial reporting, and business data analysis.
• Managed enterprise IT infrastructure covering servers, VMware virtualization, backup & recovery, email systems, and security platforms.
• Led and managed PBX (3CX) implementation, Google Apps migration, and VMware virtualization projects, ensuring minimal business disruption.
• Planned and executed Disaster Recovery (DR) initiatives, including backup strategy, system recovery testing, and documentation.
• Implemented and maintained IT security systems, policies, and controls to meet internal and external audit requirements.
• Led IT audits, software licensing management, and compliance activities in line with corporate and regulatory standards.
• Acted as the key liaison between business stakeholders and technical teams, translating business needs into scalable IT solutions.
• Provided 24/7 operational support for mission-critical enterprise systems and services.

CERTIFICATIONS

IT Service Management - ITIL® 4
12/2024
LinkedIn
ITIL
12/2024
LinkedIn
Service Management with ITIL® 4
12/2024
LinkedIn
Professional Certificate in Project Management
10/2021
Veritas University College
Project Management for Technical People
12/2017
Trainocate

ACHIEVEMENTS

• Awarded the SITA Bravo Award for outstanding contribution to a major, high impact project, supporting cross functional teams and ensuring successful project delivery within agreed scope and timelines.

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