Vinod Moorthy

Major Incident Handling • Leads response during critical IT/service outages • Coordinates technical teams (network, app, infrastructure, security) • Ensures fast service restoration • Acts as the single point of contact during crisis Global Coordination • Works across different countries & time zones • Manages bridge calls during outages • Communicates with stakeholders, vendors & leadership Communication & Reporting • Sends incident updates to management • Prepares post-incident reports (RCA – Root Cause Analysis) • Tracks SLA & KPI compliance Process Improvement • Improves incident management processes • Works with Problem Management & Change Management teams • Implements preventive controls

I drive the team in executing full cycle planning and deployment of the ongoing 5G rollout project for UMobile covering over 1,200 sites in line with the RM1billion budget and completion target of May 2026. A major part of the role involves overseeing project planning, resource and manpower allocation, network design verification, civil and engineering working, equipment installation, testing and commissioning along with regulatory compliance. This includes leading cross-functional teams including engineers, transmission specialists and construction vendors in ensuring timely site deployment. Apart from that, I also monitor and control implementation costs while leading project governance meetings with all stakeholders in monitoring project progress. In addition to that, I identify and mitigate project risks as well as formulate contingency plans to safeguard the project timeline. Lastly, I provide coaching and mentoring to the team in enhancing respective competencies.

Here, I led a team of 3 project engineers and external vendors in planning and executing an array of new indoor as well as outdoor infrastructure deployment projects covering 5G, voice and data for major clients in line with set timelines, budgets as well as scopes. This included carrying out preparation of project plans, detailed work breakdowns, allocation of resources along with identification and mitigation of project risks. Besides liaising with local authorities for approval and permit-to-work in ensuring smooth project implementation, I also conducted site surveys, design validation, equipment installation, configuration and testing along with customer handover. Additionally, I monitored and controlled project costs and expenditures to maximize margins. Lastly, I engaged with clients and key stakeholders to address all project issues while gathering and producing project progress reports for the Management.

I was promoted to head the team in carrying out broad spectrum enterprise incident management functions towards ensuring swift resolution of a myriad of voice and data issues in line with set SLAs. This included overseeing tasks scheduling, manpower planning, resource optimization, incident management, performance tracking and reporting. Besides developing and enhancing the ITIL-based incident management process, I also identified and adopted advanced monitoring and alerting tools with the incident management platform to enable proactive incident detection and reducing mean time to acknowledge. Additionally, I prepared and presented detailed post-incident reports to the management with comprehensive root causes analysis, business impact and preventive measures to reduce future recurrence. Lastly, I rendered mentoring to the team while instilling a culture of continuous improvement.

During this tenure, I managed the team in providing fixed network support and elite support for enterprise customer in line with set SLAs. Apart from that, I also designed and implemented customized IoT network architectures in line with clients’ specific operational requirements and security standards. Lastly, I developed and delivered training modules for both internal teams and enterprise customers on a wide range of IoT product features, best practices along with troubleshooting procedures.

Here, I led the team of 4 surveillance engineers in carrying out the daily enterprise technical helpdesk operations to investigate and resolve a myriad of voice and data issues within the turnaround time of 4 hours. This involved shift scheduling, resource planning, activities tracking, performance management as well as coaching and mentoring. Besides that, I also reviewed and standardized troubleshooting protocols while establishing a centralized knowledge base. Additionally, I served as the primary escalation point for major incidents and coordinated cross-functional technical teams to restore critical services. Lastly, I analyzed performance data and ticket trends to identify and implement strategies to improve first-contact resolution and customer satisfaction scores.

I was recruited to carry out 24x7 network monitoring and surveillance along with incident management of telecommunication core switches towards ensuring high availability of critical networks. This involved conducting network issues troubleshooting, diagnosis and resolution for network incidents while escalating unresolve issues to the next level. In addition to that, I also performed updating of shift logs, preparation of incident reports ensuring clear knowledge transfers to the team.

I was initially hired as a Project Team Leader was later promoted to the role of Customer Service Tier 2 where I carried out investigation and resolution of escalated network issues. Apart from that, I also ensured accurate documentation along with adherence to strict SLAs.

I started my career tasked to supervise end-to-end planning and execution of network migration projects in ensuring minimal service disruption. Apart from that, I also coordinated with network planning, developed detailed migration method statements along with assessed and mitigated risks.