Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Kenneth Sit

Regional Escalation Manager, APAC
Hong Kong

Summary

Over 20 years of experience in data center and telecommunications industry with regional responsibilities managing Customer Success and Data Center Operations. Strategic and result-oriented with experience growing small teams of Customer Success Managers to provide regional coverage and successfully integrating the teams into brand new service delivery models. Customer oriented and a team player proven by track records in customer satisfactions and employee engagements.

Overview

31
31
years of professional experience
6
6
Certifications
1
1
Language

Work History

Regional Escalation Manager (APAC)

Equinix Inc.
09.2017 - Current
  • Managing high profile and executive level escalations to satisfactory closures with post mortem reviews to provide transparency to customers while ensuring improvement plans are in place to address recurring issues
  • Participated in the development of escalation management processes when the team was established and led the development of case management and reporting capabilities
  • Working with cross functional teams to drive strategic service and process improvement initiatives
  • Developed monthly and quarterly reports to bring executive awareness to major escalations
  • The monthly report of escalations related to Digital Services is used by leadership to drive improvements of support model

Director, Customer Service (APAC)

Equinix Inc.
07.2013 - 09.2017
  • Developed the Customer Success organization from scratch to 25 CSMs responsible for customer success managements in 5 countries in Asia Pacific
  • Successfully managed the team s transformation into a new service delivery model while maintaining the overall customer satisfactions
  • Developed strong internal partnerships for continuous improvements of service delivery and maintain good relationships with major customers

Head of Service Management (Asia)

Telstra Global
04.2010 - 07.2013
  • Developed the Customer Service organization from 4 to 11 CSMs managing diverse and complex service portfolios for customers in Asia
  • Responsible for ensuring SLA on services are met thru closely monitoring related KPIs from internal support organization and 3rd party service providers
  • Being the escalation contact on priority accounts including major insurance companies, investment banks and carriers
  • Closely involved in the fault management process during major incidents by working with internal support organizations and 3rd party service providers

Senior IT Manager (Asia)

Liz Claiborne Int'l Limited
07.2004 - 09.2009
  • Reporting to the VP of Information System (Asia) and dotted line reported to Senior VP of Information Technology in headquarter
  • Managed a team of 18 with 5 direct reports: Infrastructure Manager, Technical Support Manager, Application Support/Helpdesk Supervisor and two Business Analysts supporting 7 offices in 5 countries in Asia Pacific with over 1,000 users

Regional Data Center Manager (Asia)

Cable & Wireless Global, Internet Services
11.1999 - 10.2003
  • Reported to VP of Global Data Center Operations in London and dotted line report to VP of Network Operations in San Francisco
  • Manage a team of 20 in two Data Centers (Hong Kong and Tokyo) with Data Center Supervisors, System and Network Engineers and System Operators
  • Responsible for the Operations and Facility Management of the Data Centers and managed Network Operations of regional IP network backbone with multiple POPs within the region
  • Both teams partnered with our global NOCs in London and Santa Clara, providing 24x7 monitoring and support for global customers
  • Managed Service Provision to Managed Hosting customers under multiple networks, storage, and system platforms

Operations Manager

VServe Technology Ltd.
03.1997 - 10.1999
  • Company Overview: a member of the EastGate Group, Singapore
  • Reported to Managing Director and managed a team of 7 including Software Developers and System Analysts responsible for the development, integration and deployment of video streaming and video server products
  • Our products gained adoption in a wide range of different applications such as residential VOD, exhibitions, and karaoke
  • Streamlined operational workflows, leading to increase in efficiency and reducing project delivery timelines
  • A member of the EastGate Group, Singapore

Information System Specialist

Hawaii Medical Service Association
10.1993 - 02.1997
  • Reported to Senior System Manager, responsible for the development and implementation of medical insurance claim processing system on the mainframe and PC environment using development tools and programming languages such as COBOL, JCL in TSO/MVS, CICS for OS/2 and REXX
  • In charge of system development for the National Claims department and completed the migration of the national claim system developed by BCBSA into the local claim system of HMSA

Education

Master of Science - Software Engineering

University of Hawaii
Honolulu
04.2001 -

Bachelor of Science - Kinematics And System Mechanics

University of Hawaii
Honolulu
04.2001 -

Skills

Team leadership

Operations management

Strategic planning

Performance management

Certification

Project Management Professional (PMP), 02/10

Interests

Photography

Timeline

Regional Escalation Manager (APAC)

Equinix Inc.
09.2017 - Current

Director, Customer Service (APAC)

Equinix Inc.
07.2013 - 09.2017

Head of Service Management (Asia)

Telstra Global
04.2010 - 07.2013

Senior IT Manager (Asia)

Liz Claiborne Int'l Limited
07.2004 - 09.2009

Master of Science - Software Engineering

University of Hawaii
04.2001 -

Bachelor of Science - Kinematics And System Mechanics

University of Hawaii
04.2001 -

Regional Data Center Manager (Asia)

Cable & Wireless Global, Internet Services
11.1999 - 10.2003

Operations Manager

VServe Technology Ltd.
03.1997 - 10.1999

Information System Specialist

Hawaii Medical Service Association
10.1993 - 02.1997

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Kenneth SitRegional Escalation Manager, APAC