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Stanet Wong

@stanetwong

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IT Service Delivery Manager at WSP (Asia) Limited who re-engineered incident workflows and cut MTTR from 24 hours to 2.

Hong Kong

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At WSP (Asia) Limited, I re-engineered service processes and incident escalation workflows, reducing MTTR from 24 hours to 2 hours and eliminating cross-functional complaints. I also served as the lead tier-3 responder, using root cause analysis and preventive SOPs to support operational uptime.

Previously, at Lanna Trading Limited, I led IT support across retail and warehouse operations and supported infrastructure deployments for more than eight new store openings. Earlier, I supported the 24/7 ROCARS public logistics environment at Info Tech (HKC&ED Secondment), working with Microsoft SQL Server clusters, virtualization, and IBM SAN storage.

Experience

Work history, roles, and key accomplishments

Manager – IT Client Services

WSP (Asia) Limited

Jul 2024 - Aug 2026 (2 years 1 month)

Led L1 and L2 support teams, managed service re-engineering, and drove KPI improvements including reducing MTTR from 24 hours to 2 hours. Served as tier-3 responder and ensured ISO27001 and ISO9001 compliance with zero non-conformances.

ITIL ITSM Team Leadership SLA Management Root Cause Analysis ISO 27001 ISO 9001 Incident Management Stakeholder Management

Assistant Manager – IT Client Services

WSP (Asia) Limited

Sep 2021 - Jul 2024 (2 years 10 months)

Aligned IT service delivery with ITIL and ITSM frameworks, led incident and problem management, and managed vendor and asset lifecycle. Designed operational dashboards and provided VIP and C-level support.

ITIL ITSM Incident Management Problem Management IMAC (Install Move Add Change)Vendor Management ITAM MDM Dashboarding SLA Management

IT Manager

Lanna Trading Limited

Apr 2019 - Sep 2021 (2 years 5 months)

Led EUC and deskside support for retail and warehouse operations, managed IT budget and procurement, and reduced downtime for mission-critical applications. Oversaw asset lifecycle management and IMAC activities for new store openings.

EUC Desk Side Support IT Budgeting Procurement Vendor Management Incident Management Problem Management SLA Management Asset Lifecycle Management MDM IMAC (Install Move Add Change)Team Leadership

Technical Support Specialist

Kelly Service Limited

Oct 2017 - Apr 2019 (1 year 6 months)

Managed day-to-day IT support and monitoring of core infrastructure, supported 20+ overseas branch offices across APAC, and led UAT for vendor-delivered applications. Handled end-to-end IT procurement.

IT Support Infrastructure Monitoring Vendor Management APAC Support IT Procurement UAT Application Support

Analyst Programmer

Info Tech

Oct 2012 - Oct 2017 (5 years)

Provided 24/7 technical support and infrastructure engineering for the ROCARS public logistics environment. Maintained Microsoft SQL Server clusters, Hyper-V/VMware virtualization, and IBM SAN storage.