Brinda Jothapara
ICT Service Delivery Manager - North America & LATAM
Querétaro City
Summary
A seasoned professional with 22 years of diverse experience spanning customer service, end-user computing (EUC), and ICT service management. Renowned for expertise in EUC technical analysis, process ownership, and continuous improvement, as well as a proven track record in team leadership and regional service delivery. Adept at implementing and managing ICT incident and change processes to enhance operational efficiency. Skilled in driving innovation, mentoring teams, and fostering cross-functional collaboration to achieve organizational goals. Known for excellent interpersonal skills, strategic thinking, and a steadfast commitment to delivering impactful results. Enthusiastic about leveraging a wealth of knowledge and leadership experience to take on new challenges and create value in a dynamic, forward-thinking environment.
Overview
22
22
years of professional experience
4
4
Certificates
4
4
Language
4
4
years of post-secondary education
Work History
ICT Service Delivery Manager
Kerry Ingredients
Queretaro City, Queretaro
2022.07 - Current
- Focused on enhancing service quality, this role involved addressing business concerns professionally while managing cross-functional teams to deliver projects on time and within budget.
- It emphasized collaboration across departments for seamless service delivery and implemented automation to improve efficiency.
- Responsibilities included developing training programs to enhance employee skills, optimizing resource utilization for cost savings, and managing recruitment and onboarding processes.
- The role also addressed escalated customer issues, ensured operational consistency through capacity planning, and streamlined processes for higher satisfaction rates. Additionally, it involved coordinating meetings, fostering strong client relationships through support and training, and utilizing performance metrics to evaluate team effectiveness and drive improvements
ICT Service Desk Team Lead
Kerry Ingredients
Johor Bahru, Johot
2019.12 - 2022.06
- This role involves leading and managing the daily operations of the Service Desk, handling incidents and service requests efficiently.
- Responsibilities include preparing weekly performance reports, addressing ad hoc reporting needs, and serving as the primary contact for ICT escalations to minimize disruptions and business impact.
- It emphasizes continuous process improvements through updated documentation, enhanced procedures, on-the-job training, and maintaining knowledge database while collaborating with ICT teams globally.
- The role also focuses on developing team members through coaching and feedback, fostering key competencies and behaviors. Additionally, it involves active participation in Major Incident Management and Reviews, including chairing these processes when required.
Senior Service Desk Team Leader
NEC Asia Pacific Pte. Ltd. (FujiXerox)
Iskandar Puteri, Johor
2018.11 - 2019.11
Achievements (9 Months):
- Transitioned this account successfully.
- Lead a team to succeed in achieving 6 out of 7 SLAs within the 2nd month of transitioning this new account.
- 7th SLA (Resolve at IT Helpdesk) was achieved on the 6th month of going live with 50% of the team not coming from SD nor technical background.
Incident Account Process Lead
DXC Technology- Former HPE (Akzo Nobel)
Cyberjaya, Selangor
2017.04 - 2017.09
Achievements (5 months):
- AkzoNobel – Aging Tickets due to Case Exchange issues were reduced by a 100%.
- Created a process document to monitor tickets for case exchange and tooling related issues.
- AkzoNobel – Reduced AP onsite aging / backlog tickets by 35%.
EUC Incident Process Owner
Hewlett Packard Enterprise (Royal Dutch Shell)
Cyberjaya, Selangor
2016.05 - 2017.03
Achievements (10 months):
- Aging & backlog incidents were reduced by 50%. (Caused by old vendor tickets not closed)
- Reduced Situations and S@Rs caused by projects and failed change management governance.
- Prevented any penalties for all Critical Service Levels managed by me.
- Created a new process for creating a ticket assignment queue for pilot and early lifecycle support products.
EUC Problem Manager
Hewlett Packard Enterprise (Royal Dutch Shell)
Cyberjaya, Selangor
2014.06 - 2016.04
Global SVD Improvement Deputy Manager
Hewlett Packard Enterprise (Royal Dutch Shell)
Cyberjaya, Selangor
2011.01 - 2014.05
Global Continuous Improvement (CIC) Team Lead
Hewlett Packard Enterprise (Royal Dutch Shell)
Cyberjaya, Selangor
2010.03 - 2010.12
Continuous Improvement Coordinator (AP)
Hewlett Packard Enterprise (Royal Dutch Shell)
Cyberjaya, Selangor
2009.07 - 2010.02
Senior SVD Analyst
EDS (MALAYSIA) (Royal Dutch Shell)
Cyberjaya, Selangor
2008.07 - 2009.06
IT Analyst
SHELL IT INTERNATIONAL
Cyberjaya, Selangor
2005.05 - 2008.06
Acting Team Consultant (Tech Lead)
SHELL IT INTERNATIONAL
Cyberjaya, Selangor
2007.08 - 2007.11
Solution Specialist
SCICOM SDN. BHD (HEWLETT PACKARD)
Damansara, Selangor
2004.08 - 2005.04
Customer Relationship Executive
SCICOM SDN. BHD. (EDEXCEL)
Cyberjaya, Selangor
2004.01 - 2004.07
Pre-School Teacher
WARISAN GEMILANG CENTRE (Q-DEES)
Klang, Selangor
2003.03 - 2003.12
Education
Bachelor of Science - Computer Studies
Binary University, University of Sunderland, UK
2001.04 - 2003.03
Diploma - Information Technoogy
Binary Business School
Klang 1999.04 - 2001.03
Certificate - Business Administration
Binary Business School, Klang, Malaysia
1996.01 - 1996.04
Skills
Service Desk Quality & Improvement
Problem Management & Root Cause Analysis
Data Analytics
Change Management
Incident & Critical/ Major Incident Management
Quality Assurance & Continual Service Improvement
Service level agreement management
Service Desk Level Troubleshooting
Customer Experience and Annual Survey Governance
Customer engagement
Resource allocation
Mentoring and training
Business and Customer Escalation Management
New client onboarding
Accomplishments
- 2025 - Worked with the Project team to migrate all Kerry Mobile users from Airwatch to Intune Globally
- 2025 - Within Q1, brough aging incidents above 60 days from 100+ to 3 incidents.
- 2024 - Brought down all aging incidents for above 90 days from 144 Incidents to 0
- 2024 - Ongoing - Automation for Software Installation and File/ Folder Access Management reducing incoming Service Request volumes to Service Desk
- 2023 - Transitioning EU Service Desk support to LATAM
- 2022 - Transitioning the Weekend Shift to APMEA
- Feb 2019 - Service Desk – Chatbot and Remedy Knowledge Base execution for NEC
- Nov 2018 – Jan 2019: Fujixerox Account Transition for NEC
- Apr 2017: Worked on Service Improvement to identify Case Exchange issues between SeviceNow and HPSM for AkzoNobel Account
- Sep 2016: Identified case exchange issues between HPSM and other vendor tools leading to reduction of Aging backlog from 10,000+ Incidents to a few hundreds within the month.
- Jul 2016: Created a new process for creating a ticket assignment queue for pilot and early lifecycle support products.
- Mar 2016: Provide Problem Management level RCA training to all the WS OPS Problem Management representatives.
- May 2014: Provided SVD level RCA training to all SVD, RDM and GRM tech leads.
- Apr 2010 – Dec 2010: CCMS project - to merge both CIC and CCC Team into one team.
- Aug 2007 – Nov 2007: URDU Helpdesk Focal Point: Worked closely with the Urdu helpdesk in terms of achieving service level agreements (SLAs) and Service Improvements.
- Aug 2007 – Jan 2008: BAR (Back Asset Refresh) Focal Point. Worked closely with the BAR team. As the focal point, my task was to have weekly meetings with the BAR team and update the service desk team on what servers are being decommissioned or migrated.
- Jan 2007: Worked on a small project in listing what a new shell Employee should be trained on from the IT system perspective.
Certification
ITIL v3 Foundation (Cert No.: 1002652286)n
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
HybridImportant To Me
Personal development programsWork-life balanceHealthcare benefitsCompany CultureWork from home optionPaid sick leaveCareer advancementPaid time offLanguages
Fluent in spoken and written English
Bilingual or Proficient (C2)
Malay
Upper intermediate (B2)
Spanish
Beginner (A1)
Tamil
Beginner (A1)
Timeline
ICT Service Delivery Manager
Kerry Ingredients
2022.07 - Current
ICT Service Desk Team Lead
Kerry Ingredients
2019.12 - 2022.06
Senior Service Desk Team Leader
NEC Asia Pacific Pte. Ltd. (FujiXerox)
2018.11 - 2019.11
Incident Account Process Lead
DXC Technology- Former HPE (Akzo Nobel)
2017.04 - 2017.09
EUC Incident Process Owner
Hewlett Packard Enterprise (Royal Dutch Shell)
2016.05 - 2017.03
ITIL Intermediate – IT Continual Service Improvement (Cert No.: 3321340)
2016-03
ITIL Intermediate – IT Operational Support and Analysis (Cert No.: 1002800763)
2015-09
ITIL v3 Foundation (Cert No.: 1002652286)n
2015-01
EUC Problem Manager
Hewlett Packard Enterprise (Royal Dutch Shell)
2014.06 - 2016.04
ISO 9001:2008 Internal Auditor Course (Cert no.: ENR-00164362)
2012-08
Global SVD Improvement Deputy Manager
Hewlett Packard Enterprise (Royal Dutch Shell)
2011.01 - 2014.05
Global Continuous Improvement (CIC) Team Lead
Hewlett Packard Enterprise (Royal Dutch Shell)
2010.03 - 2010.12
Continuous Improvement Coordinator (AP)
Hewlett Packard Enterprise (Royal Dutch Shell)
2009.07 - 2010.02
Senior SVD Analyst
EDS (MALAYSIA) (Royal Dutch Shell)
2008.07 - 2009.06
Acting Team Consultant (Tech Lead)
SHELL IT INTERNATIONAL
2007.08 - 2007.11
IT Analyst
SHELL IT INTERNATIONAL
2005.05 - 2008.06
Solution Specialist
SCICOM SDN. BHD (HEWLETT PACKARD)
2004.08 - 2005.04
Customer Relationship Executive
SCICOM SDN. BHD. (EDEXCEL)
2004.01 - 2004.07
Pre-School Teacher
WARISAN GEMILANG CENTRE (Q-DEES)
2003.03 - 2003.12
Bachelor of Science - Computer Studies
Binary University, University of Sunderland, UK
2001.04 - 2003.03
Diploma - Information Technoogy
Binary Business School
1999.04 - 2001.03
Certificate - Business Administration
Binary Business School, Klang, Malaysia
1996.01 - 1996.04