Sarala Nachimuthu is a 35-year-old Malaysian female seeking a challenging position in process management. She has over 10 years of experience in IT service management including as Head of Quality for the APAC region at T-Systems, where she led teams and ensured quality of service delivery. Previously she worked as an SAP Access User Administrator at Shell International, where she supported SAP and GSAP systems and users. She holds a Bachelor's degree in Information Technology and certifications in ITIL and Six Sigma.

1. Name : Sarala a/p Nachimuthu
CONTACT INFO
Home Address : No 23, Jalan Putra Impiana 6, Taman Putra Impiana
47100 Puchong. Selangor
Mobile No. : +6 017 230 5135
Email : Sarala.Nachimuthu@T-systems.com
Vimal2512@yahoo.com
PERSONAL PARTICULARS
Age : 35 years
Nationality : Malaysia
Marital Status
Gender
IC No
:
:
:
Married
Female
810912-01-6780
Date of Birth : 12th
September 1981
EDUCATIONAL BACKGROUND
Highest Education
Bachelor Of Information Technology with Honours
Field of Study : Computer Science/Information Technology
Major : Information Science
Institute / University : National University Of Malaysia
OBJECTIVE
To obtain a challenging position with a market leader that utilizes my experience in process
management and play a key role in helping projects (change initiatives) meet business, schedule and
budget objectives
Professional Summary
1

2. Experienced and focused on the people side of change – including changes to business processes,
systems and technology, job roles and organization structures. The primary focus will be creating
and implementing process management plans that minimize employee resistance and maximize
employee engagement. Being Process Management Specialist required to work to drive faster
adoption, greater ultimate utilization and higher proficiency on the changes impacting employees in
the organization such that business results are achieved.
EMPLOYMENT HISTORY
Company Name : T-Systems Sdn. Bhd.
Position Title : Head of Quality APAC region
Specialization : ITIL processes ( Change, Incident, Problem, Configuration,)
Date Joined : April 2009 Date Left : To Date
Work Description :
1. The Head of Quality must be able to provide a leadership role to the process focal point
across all service lines and to be able to communicate effectively to the Customers and
Service Delivery Manager
2. Scope : Responsible for Quality in Malaysia, Singapore and China
3. To facilitate as primary assessor of E2E service transition, transformation and improvement
of current and new services. This is to ensure smooth transition of service into operations
within the stipulated timeline.
4. Primary resource for tools and automation to lower manual intervention in daily operation
tasks.
5. Working closely with Service Delivery Manager and Operation Managers to meet customer
expectation within the agreed contractual processes.
6. To lead teams of process focal points and leaders, having responsibility for their operational
effectiveness and performance in line with contracted SLA to avoid contractual penalties.
7. Ensure consistent and effective processes are in place, tested and signed off for the smooth
day to day operations of the service. This is also to ensure consistent delivery in accordance
to service description.
8. Plan, schedule and coordinate activities related to service development to ensure constant
improvement in operations.
9. Must be able to provide consultation and mentor resources concerning method, procedures
and standards to be used to promote job enrichment within the team and to maintain quality
in the team in Incident and Change Management area
10. Specialize in Change, Incident and Problem Management and able to handle complex topics
11. To ensure relationships with other T-Systems service lines (e.g Wintel, Linux and Database
Operations) as well the customer segment are clearly established.
12. Responsible for high quality of the service delivery for all respective regions & near-shore
2

3. locations
13. Designing and implementing global performance indicator system with qualitative KPI’s,
assuring regular reporting, and quality improvement measures for continuous qualitative
improvement
14. Analysing and defining, national and country specific as well as inter-country processes
15. Assuring process conformity & process performance of all global units according to GQPT
& GQPP CSS standards
16. Set-up & drive continuous process and quality improvement initiatives with aim to increase
quality & efficiency of global service delivery within the GCU
17. Strategic influence on operational processes of TSI & subsequent implementation into GCU
organization
18. Build a clear and comprehensible Process- and Procedure Documentation Management
System
19. Prepare and implement Client and TSI Audits, Ensure close cooperation and agreement with
national and international line-managers in the areas of cost-effective and an overall quality
assurance concept
20. Analyze the team performance through agreed Performance measures and Prepare Service
Levels report
21. Ever greening of contact details, operational processes and escalation procedures.
22. Ensure the performance and quality are being delivered to customers is meeting ITIL
standards and all audit criteria.
23. Experience Service Management, depth or knowledge in SLAs and KPI Reporting,
combined with customer focus results.
24. Discuss the process improvement with Operation teams and customer to ensure customer
perception is taken care
25. Involved in Back to Green, Service Improvement Programs for APAC customers and
operations
26. Competent in PMP methodologies to manage transition timelines.
27. Promoted from a Process Analyst, to Regional process manager and Team Lead
Competencies – Process and Stakeholder Management:
1. A solid understanding of how people go through a change and the change process
2. Experience and knowledge of change management principles, methodologies and tools.
3. Exceptional communication skills – both written and verbal..
4. Ability to clearly articulate messages to a variety of audiences..
5. Able to display an orientated and composed leadership character and charisma at all times.
6. Creative problem resolution and thinking out of the box.
7. Ability to analyze issues to identify any underlying cause of a problem and facilitate in any
way possible a resolution process between stakeholders and suppliers.
8. Flexible and adaptable; able to work in ambiguous situations.
9. Being able to work in a dynamic, often pressured, environment whilst adhering to service
development and quality management procedures.
10. Ability to quickly absorb new technologies/methodologies and apply that learning to service
improvement.
3

4. 11. Ability to work in inter-department environment across various teams.
12. Familiarity with project management approaches, tools and phases of the project lifecycle.
13. Ability to analyze based on ITIL standards and principles.
14. The ability to work under pressure and within challenging timescales
Experiences Gained:
1. Good planning, project management and reporting skills.
2. Personal behaviors and values that demonstrate the adoption of Service Excellence and
that nurture openness, honesty, trust, mutual respect and support for and from all team
members.
3. Enjoys working in teams, and interacting internally and externally.
4. Demonstrates Enterprise First thinking in day-to-day work.
5. Responsible, positive attitude towards work and takes pride of the work being assigned.
6. Enthusiastic and committed to improving service performance, and delivery.
Reason For leaving:
1) To seek career advancement opportunities and exposure.
Company Name : Shell International Information Technology
Position Title : Sap Access User Administrator
Specialization : SAP Security
Date Joined : Oct 2006 Date Left : Mac 2009
Work Description :
4

5. 5
Support SAP and GSAP Related Issues
1) SAP ID Registration
2) De-Registration of SAP ID
3) Generating reports for user creation/modification such as Zfpast30, Zfpast40, Zfpast80 reports
4) Use commands such as the below to create/modify accounts in SAP systems: -
- Su01
- SUIM
- Zfpast30
- Zfpast40
- Zfpast80
- USERS_GEN
5) Check for critical roles
6) Check for Segregation Of Duties (SOD)
7) Analyze user authorization problems (SU53)
8) Escalate approved role change requests to the relevant Support or Central teams.
- Stores SOX evidence for user account changes
- Perform user account management
9) Challenge on any role changes and Perform roles or profiles changes in compliance with ERP Design
and guidelines
10)Maintain ERP user communication distribution list
11)Prepare the Monthly Report of User IDs in Production/Acceptance and submitted to DSO Support
Manager for review
12)Maintain users in RevTrac and registers developer keys
13)Ensure that all live OUs/Regions receive SAP User Access support services that are robust, cost-
effective, well controlled and in line with Service Level Agreement requirements. The most visible
aspect of these services is to ensure that Incident Tickets are resolved in a timely and effective
manner.
 Coordinate role enhancement activities within the team so that latest production version of role is
updated whenever role revision is required
• Monitor and improve the quality of the services provided.
• Maintain effective engagement with OU/Regional customers and other stakeholders regarding service
provision and the related planning and issue resolution activities.
• Take on role of IT Security Advisor, tasks include approves for non-end user access and performs
yearly review of non-end user access
14) Use commands such as the below to create/modify accounts in SAP systems: -
- Su01
- SUIM
- Zfpast30
- Zfpast40
- Zfpast80
- USERS_GEN
15)MODIFY Profile
16)RESET SAP Password (P60)
17)Supporting Various SAP Systems Such as: -
- Production SAP
- Legacy SAP
18) Support numerous GSAP System such as
- GSAP Production
- GSAP Non Production
19)Monitor and improve the quality of the services provided.

6. EXTRA CURICULLAR ACTIVITIES
1. Librarian (1999-2000)
2. President of Interact Club (1997-1998)
3. Vice Secretary of Girl’s Scout (1996-1998)
4. Head Discipline of Tamil Society (1996-1998)
5. Committee member of English Society (1996-1998)
6. Committee member of Student Counseling Society (1997-1998)
TRAINING AND DEVELOPMENT
a. ITIL Intermediate ( Operational Support & Analysis , Service Transition)
b. ITIL Foundation
c. Six Sigma Leadership(Green Belt)
d. Dealing with difficult customer ( Skillport Training)
e. LEP5 ( Leadership training)
f. Fundamental of Project Management
g. Writing Business English ( British Council)
EXTRA CURRICULAR ACTIVITIES
7. Librarian (1999-2000)
8. President of Interact Club (1997-1998)
9. Vice Secretary of Girl’s Scout (1996-1998)
10. Head Discipline of Tamil Society (1996-1998)
11. Committee member of English Society (1996-1998)
12. Committee member of Student Counseling Society (1997-1998)
AWARDS
• Outstanding Performance & Contribution ( Shell IT)
• Outstanding Performance & Delivery ( GDU SAP T-systems) – 2009 , 2010, 2011
• Spontaneous Recognition Award (GCU LA ) – 2013
• ITIL high scorer ( GDU SAP T-systems)
6

7. REFERENCE
Name : Joern Ohlmeyer
Telephone No. : +6 017 2095269
Email : Joern.Ohlmeyer@T-systems.com
Position : Head of Quality POP MY
Company : T-systems.Sdn.Bhd
7