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Khalid Khalifeh Shoebbhay

@khalidkhalifehshoebb

Incident Manager at CIMB coordinating major incidents across critical banking applications and infrastructure to restore services.

Malaysia

Message

What I'm looking for

I welcome opportunities in Incident Management and IT Service Management, where I can improve service stability, reduce operational risk, and deliver high-quality IT services.

At CIMB, I lead and coordinate major incidents across critical banking applications and infrastructure, working to minimize business impact and restore services. I facilitate incident bridges with application, infrastructure, vendor, and business teams, and keep stakeholders informed throughout the incident lifecycle.

At TIME dotCom, I managed incidents across enterprise and network services and implemented standardized Incident Management and Major Incident Management processes. I also conducted root cause analysis and contributed to service improvement initiatives.

At Fujitsu, I worked in incident, problem, and ITIL process management, coordinating with teams to resolve issues, analyze trends, and implement preventive measures. My background also includes service desk and technical support across telecommunications and enterprise IT.

Experience

Work history, roles, and key accomplishments

Current

Incident Manager

Current

CIMB

Jun 2026 - Present (3 months)

• Lead and coordinate Major Incident Management (P1/P2/P3) across critical banking applications and infrastructure to minimize business impact and ensure timely service restoration.
• Facilitate incident bridges involving application, infrastructure, vendor, and business teams during service disruptions.
• Assess incident severity, business impact, and drive escalation management in accordance wit

Critical Incident Response Operations Management Operations And Administration IT Infrastructure Technology Management

Tech Operation

TIME dotCom Berhad

Feb 2026 - May 2026 (3 months)

As a Technical Operations Specialist at Time dotCom, I was responsible for ensuring service availability, operational stability, and customer satisfaction across enterprise and network services. I worked closely with Network Operations, Engineering, Service Delivery, Customer Support, and external vendors to manage incidents, service disruptions, escalations, and operational improvements.

Key res

IT Service Management Incident Management Critical Incident Response Incident Response Technical Support Service Improvement ITIL ITIL Implementation Root Cause Analysis Service Level Agreements Service Desk Operations Major Incident Management Service Assurance Stakeholder Management

Incident and Problem Manager

Fujitsu

Jun 2022 - Feb 2026 (3 years 8 months)

As an Incident and Problem Manager, will be responsible for ensuring that all incidents and problems related to company operations and services are handled promptly and effectively. Will act as the primary point of contact for incidents and problems, coordinate with other teams to resolve them, identify common issues, and implement preventive measures. I will also report on incidents and problems,

ITIL Process Controller

Fujitsu

Jun 2016 - May 2022 (5 years 11 months)

• Develop, implement and manage ITIL processes across the organization, including Incident Management, Change Management, Problem Management, and Service Level Management.
• Ensure compliance with ITIL best practices and standards.
• Monitor and measure ITIL process performance, and provide regular reports to stakeholders.
• Analyze ITIL process data to identify areas for improvement, and make rec

Customer Support Team Lead

Convergys Malaysia Sdn Bhd

Nov 2015 - Jun 2016 (7 months)

Primary Job Functions:
· Ensure all SLA’s and performance metrics are met appropriately, including case management.
· Providing customer service & Technical based phone & email support to Razer customers.
· Accurately record and update customers’ cases into Case Management System and additional trackers following appropriate processes.
· Ensure team provides accurate an

Critical Thinking Service Level Agreements Supervision Skills Hardware Support Critical Incident Response Written Communication IT Management Service Improvement

Service Desk Coordinator

PGS

May 2015 - Nov 2015 (6 months)

Responsible for overseeing the daily operations of a company's service desk, which is the first point of contact for customers or internal staff who require technical support or assistance. The job duties of a service desk coordinator may vary depending on the company and industry, but typically include:

Manage the Service Desk: The coordinator manages the service desk operations, ensuring that a

IT Security Policies Critical Thinking Service Level Agreements Supervision Skills Programming Root Cause Analysis Routers Hardware Support Critical Incident Response Written Communication IT Management Service Improvement Root Cause Incident Response Customer Satisfaction IT leadership Networking

Service Desk Expert (Team Leader)

Fujitsu (M) Sdn Bhd

Jan 2011 - May 2015 (4 years 4 months)

RESPONSIBILITIES:
Provided 1st and 2nd level Service Desk support as the primary point of contact for clients on software, hardware, application, and network-related issues, handling incidents using Lotus Notes, BMC Remedy, Siebel, and IBM Tivoli ticketing systems.

Answered and logged all client calls accurately into the ticketing system, ensuring complete and concise information for t

IT Security Policies Critical Thinking Service Level Agreements Supervision Skills Programming Root Cause Analysis Routers Hardware Support Team Performance Critical Incident Response Written Communication IT Management Service Improvement Root Cause Incident Response Creative Problem Solving Customer Satisfaction IT leadership

Team Leader

Jaring Communications Sdn Bhd

Feb 2008 - Jan 2011 (2 years 11 months)

RESPONSIBILITIES:

Handled 1st and 2nd level ICT Service Desk support as the first point of contact for corporate clients, attending to telephone inquiries and ensuring accurate case handling using Siebel CRM and Avaya Contact Center Express.

• Responded to and processed client calls related to network, VPN, and connectivity incidents, ensuring accurate logging in the ticketing system for pr

IT Security Policies Critical Thinking Service Level Agreements Supervision Skills Root Cause Analysis Routers Hardware Support Team Performance Written Communication IT Management Service Improvement Incident Response Customer Satisfaction IT leadership Networking

Customer Service Representative

VADS Berhad

Jan 2006 - Jan 2008 (2 years)

RESPONSIBILITIES:

Handled inbound customer support as 1st level technical support for TM Net Streamyx, using Siebel CRM and Clarify CRM by Nortel to log cases, document troubleshooting steps, and ensure accurate resolution tracking.

· Attended to technical and product-related inquiries from TM Net Streamyx customers via phone.
· Guided customers through accurate troubleshooting pr

IT Security Policies Routers Hardware Support Written Communication Service Improvement Customer Satisfaction Networking

I.T Support

First Generation Pictures Sdn. Bhd.

Aug 2003 - Jan 2006 (2 years 5 months)

Key Responsibilities:

Installed, configured, upgraded, and troubleshot PCs, operating systems, and business applications.
Performed basic network connectivity checks and coordinated with telco providers when required.
Maintained printer supplies inventory and supported multi-device print infrastructure.
Assisted with basic server / system access coordination and internal IT maintenance tasks.
S

IT Security Policies Hardware Support