Azimah Salleh is seeking a senior position in IT or shared services. She has over 15 years of experience in application support and production support roles. Currently she is an Application Support Manager at Scope International, where she leads a team that provides second level support for Standard Chartered Bank's investment systems across Asia Pacific, Middle East and Africa. Previously she held other support roles with increasing responsibilities, including Production Support Manager and Production Support Lead at Scope International and analyst roles at Prudential Services Asia and AmBank Berhad.

1. AZIMAH MAT SALLEH
P10-B11-03A Sri Dahlia Apt, Taman Sepakat Indah 2, 43000 Kajang, Selangor, Malaysia.
6012-2121310.aziematsalleh@ymail.com
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Career Objective:
Seeking a senior position in shared services/information technology-based industry to utilize my
skills and abilities to achieve both personal and professional growth in contributing business value
and success to the organization.
Professional experiences:
APPLICATION SUPPORT MANAGER, Scope International Ltd (Dec 2013 – present)
Responsible to lead & manage 2nd level application support team for Standard Chartered Bank’s
Unit Trust, Bancassurance and Online Mutual Fund systems covering Asia Pacific, Middle East and
African countries. Assumed the responsibility as service owner of the applications.
Key responsibilities include:
Incident Management:
 Accountable for strategic and operational leadership to ensure system stability is prioritized at
all times.
 Being accountable for day to day operation of the application support in terms of efficiency of team
to respond to stakeholders’ queries and production issues.
 Prepare management report to review monthly production incident trending analysis.
 Manage and communicate with stakeholders and external parties on application support related
matters.
 Situation Manager for all Critical and High Severity incidents of the applications.
Change Management:
 Review change plan and proposed solutions to fix production issues to ensure change request is
necessary, adequate and will not introduce instability.
 Expected to be a catalyst for change via analysis and identification of continual service
improvement opportunities.
 Administer all implementation issues and create Post Implementation Review if necessary.
 Review project roll out plan to ensure the readiness to deploy in production environment.
 Ensure transition from project mode to production mode is done properly to ensure minimal issues
occur in production.
Problem Management:
 Create, manage and track problem identification, its analysis, impact analysis and solutions
 Involve actively in RCA analysis when there is High Severity incidents occurred
People Management:
 Manage team members to secure fitness of resources and availability of support 24x7
 Responsible for reward process for direct reports (review and performance evaluation)
 Manage and coordinate training needs for direct reports
Risk Management:
 Responsible for adhering to the established process of Incident, Problem, Change and Release
management.
 Responsible to proactively identify the risks in the application and manage the mitigation actions.
 Responsible for managing, tracking and timely closure of risks and other compliance related issues
in Risk wise (Information Security risks) & Phoenix (Operational Risks).
 Participate in internal / external risks and responsible for timely closure of audit action items.
 Initiatives: Participated in Anytime Audit requirements and questionnaires preparations and
readiness across Wealth stream.

2. Other responsibilities:
 Manage and monitor Disaster Recovery activities for the application twice yearly
 Initiate service improvement plan whenever required
 Constant monitoring on incidents numbers for incidents reduction plan to kick off
 Manage and maintain SLA with stakeholders
 Manage and maintain OLA with surrounding systems
PRODUCTION SUPPORT MANAGER, Scope International Ltd (Apr 2010 – Nov 2013)
Responsible to lead & manage first level production support team, which is supporting various
application systems globally.
Key responsibilities include:
 Ensure support tasks from 2nd and 3rd level support are transitioned smoothly to the team
without impacting production environment.
 Guide team through problem definition, issue identification and work plan development
using documented work instructions and past experience.
 Develop and maintain workflow procedures & call escalation processes.
 Oversee team daily operation and performance.
 Monitor monthly and quarterly individual performance to ensure individual is on track to
meet set job objectives – by establishing monthly reports/scorecard.
 Ensure business practices and procedures carried out by the team are complied with
organization Rules and Compliance policy.
 Meet the needs and expectations of business users by ensuring that escalations and
complaints are handled in an appropriate & timely manner.
 Work closely with 2nd Level support teams on recurring issues (RCA) and initiatives done
by both teams including Service Improvement Plan (SIPs).
 Report team monthly performance to higher level management.
 Responsible for team capacity planning.
 Responsible for team hiring.
 Plan and execute team yearly direction.
 Plan and manage team BCP activity.
 Plan and manage team yearly training needs.
 Involve in reward process for team and direct reports.
 Exposure to Gallups® team engagement scoring.
 Exposure to Remedy system.
PRODUCTION SUPPORT LEAD, Scope International Ltd (Aug 2008 – Mar 2010)
Responsible to ensure incidents are handled in timely manner, investigations are done correctly
according to process, technical issues are resumed & resolved at the quickest possible and users
expectations are managed properly.
Key responsibilities include:
 Problem investigation, solving and escalate to managers and Business if necessary.
 Respond and attend to problem reported by the agent.
 Update problem status and details into Remedy and provide logs for analysis.
 Understand the SLA and be able to meet.
 Provide first line support to business queries and problem reported.
 Perform Data Recovery with the guidance from Level 2 support or Project team.
 Review, revise and improvise team operation process.
 Assist Level 2 support in Root Cause Analysis process.
 Provide guidance to junior staff.
 Review documentation for support tasks.

3. Accomplishments:
Pioneer of 1st level application team (EAST), Scope International
 Part of setup and run team since operation started from Day 1
 Assisted management team to establish standard operational procedures and processes
 Assisted to manage transition of tasks from 2nd and 3rd level support to the team with no
major to production systems
 Managed and handled knowledge transfers between team members
Promoted to join management team, Scope International
 Earned trust from the management to manage and lead an operation team consists of 50
people (1st level application support team)
ANALYST DEVELOPER, Prudential Services Asia (Jan 2007 – Aug 2008)
Involved in a system development project for Datawarehouse application (PruBase - Singapore
based project intended to provide end-to-end life cycle processing capability for sale and
management of Life businesses across Prudential Corporation).
Key responsibilities include:
 Responsible for development tasks via ETL job loading in PruData Store (PDS) system
using IBM Data Stage tool.
 Coordinated with other interface System Analyst and Business Analyst to ensure interface
solution proposed on PDS is in tuned with changes made in other surrounding PruBase
systems.
 Involved in project full life cycle (data mapping stage until UAT sign off)
 Provided support to business users post project roll out.
ANALYST/TEAM LEAD (BNM Reporting Unit), AmBank Berhad (Jan 2004 – Jan 2007)
Responsible to manage and coordinate Incidents and Change related activities between internal
users, BNM IT personnel and vendors in supporting financial systems relating to Central Bank of
Malaysia regulatory systems.
Key responsibilities include:
 Developed and enhanced stored procedures & DTS packages (ETL) in SQL Server
environment to adapt to changing business requirements.
 Regular meetings with BNM personnel whenever there is Change involved in any BNM
systems for requirements understanding.
 Managed and assisted on vendors needs (both for vendor built applications & servers)
 Involved in analysis, design, development, SIT and UAT stages for new BNM projects.
 Provided production support to users post projects roll out.
Accomplishments:
Successful of AmIslamic Berhad FINET Project Roll Out
Role: Project coordinator – to liaise between BNM appointed vendors, Central Bank of Malaysia
(BNM) and internal users.
Responsible for:
 Coordinating project testing on Bank side (representing AmBank and AmMerchant) in
parallel with vendor and BNM schedules.
 Being first point of contact for FI business users throughout the testing in reporting
problems, delivering solutions, and giving information in efficient manner.
 Providing system support post project implementation.
 Project environment: Unix Sun Solaris and web-based application.

4. Successful of AmMerchant Bank FISS Project Role Out
Role: Project coordinator – to liaise between BNM appointed vendors, Central Bank of Malaysia
(BNM) and internal users.
Responsible for:
 Initiating project development from gathering requirements from users on business rules
of the projects.
 Preparing project test plan.
 Coordinating project testing on FI side in parallel with vendor and BNM schedules.
 Being first point of contact for FI business users throughout the User Acceptance Testing.
 Providing system support post project implementation.
ANALYST PROGRAMMER (Data Warehouse Unit), AmBank Berhad (Dec 2000 - Dec 2003)
Part of development team of Ambank data warehouse (DW) system. Involved in development
tasks as well as provided production support to business users.
Key responsibilities include:
 Work closely with business users to clarify requirements and business needs
 Collaborate with other team members to determine optimal solution architecture,
efficiency, maintainability, and scalability.
 Develop system test plans, coordinate UAT with users until sign off stage.
 Provide support - troubleshooting of data loading problem and weekly data integrity
checking.
 Responsible in giving Data Warehouse extraction tools training (example; Brio Query
training) to Data Warehouse business users.
Accomplishments:
Merger Exercise of MBF Finance & Arab Malaysian Finance Berhad
 Part of successful Data Warehouse project - new datamart development merged to
existing Data Warehouse environment.
 Part of successful Financial Institutional Statistical System (FISS) conversion project
(merging of Ambank and AmFinance).
Skills/Knowledge:
Experienced in Data Warehouse Concept Model and Development using MS SQL Enterprise
server/client
Experienced in ETL concept using IBM Ascential Data Stage tool
Experienced in database management (programming & admin) - MS SQL 2K (DTS Packages and
stored procedures programming), MS SQL Analysis Server (OLAP services), Oracle, and Dev2000
Experienced in WINDOWS98/2000/XP/NT/Win7 and UNIX/Linux environments
Experienced in BI tool technology (Hyperion Brio Query)
Banking Industry Exposure (Loan/Mortgage/Credit/Financial/Central Bank of Malaysia Reporting
Systems/Unit Trust/Mutual Fund/Bank Assurance)
Insurance Industry Exposure (Life Insurance)
Knowledgeable in Websphere technology
Exposure to Remedy application
ITIL Framework
Education & Credentials:
Marquette University, Milwaukee, WI USA (Spring 1997 - Fall 1998)
BSc in Computer Science with a minor in Philosophy
Graduation date: December 1998
Center of Preparatory Education, MARA Institute of Technology,
Malaysia, American Associate Degree Program (Summer 1994 - Fall 1996)

5. Management Courses/Trainings Attended:
Think on Your Feet by People Potential
Building Strong Management Skills by MIIM
Building a Cohesive Team Using Persuasive Leadership Skills by MIIM
ITIL V3 Foundations by Pink Elephant
ITIL Intermediate: Continual Service Improvement by Pink Elephant