IBM Client Innovation Center

About the company

IBM Client Innovation Center is IBM’s global delivery-center model, providing application, infrastructure, and consulting services to IBM’s clients worldwide from regional hubs — Cyberjaya is one of IBM’s major Southeast Asian delivery centers.

Role & Responsibilities

Two roles over six years at IBM Client Innovation Center, Cyberjaya.

Project Manager – A/NZ Account (Dec 2018 – May 2021)

Managed IT infrastructure projects for Australia/New Zealand accounts across retail, banking, telecommunications, insurance, and government sectors. Oversaw server builds, application and middleware management, system migration, networking, and hardware refresh.

• Coordinated data center upgrade and modernization initiatives across multiple client environments.
• Controlled project financial baselines by reviewing revenue, labor hours, and reporting to Delivery Project Executives.
• Provided end-to-end solutioning for RFS (Request for Service), including estimates, procurement, and executive approvals.

Clients: TfNSW, Harvey Norman, RACV, FIS, Bendigo & Adelaide Bank, Rio Tinto, TAC Worksafe, Westpac NZ, AIA, CBA, ANZ Wealth

Key achievements

• Scored 10/10 on Medallia customer satisfaction survey for TfNSW’s Qualys rollout project.
• Delivered a new ADVA DWDM system across 3 data centres for Harvey Norman on time; the client commended weekly reporting and project transparency.
• Generated AUD 100K in additional revenue for IBM Australia by proposing a T&M engagement for FIS Global, accelerating request execution.

Project Manager – IBM Global Account (IGA) (Jan 2015 – Dec 2018)

Supported the IGA account for North America (USA & Canada). Managed application, OS, and middleware upgrades and decommissioning for enterprise servers across IBM data centres in the US.

• Application and middleware upgrades, including DB2 and WebSphere Application Server.
• OS upgrades across zLinux, xLinux, AIX, SUSE, and Windows.
• Infrastructure upgrades and parts replacement on Power7 and System x hardware, plus networking.
• Managed email migration from on-premises to IBM’s cloud platform for IBM North America employees.
• Led SAN migration of approximately 5,000 LUNs across 3 Storage Volume Controllers, completing with less than 12 hours downtime per deployment.
• Built a redundancy system for Mobile Gateway Services with 27 virtual servers, delivering 15% savings on labor hours.

Key achievement: completed hardware replacement for enterprise servers across two US data centres with zero rollback across 8 frame replacements. Overcame critical first-change issues (corrupted data, remote access failures) through 18+ hours of recovery work; subsequent 7 changes executed smoothly leveraging lessons learned.