Peter Yip Chen Wah

As the Lead Technical Program Manager within the cybersecurity division of Grab - Southeast Asia's first decacorn and super-app offering transportation, food delivery, and digital payments across the region - my key responsibilities include:

• Cybersecurity Program Leadership: Directed and successfully delivered multiple complex, cross-functional cybersecurity programs spanning the organization, ensuring platform security and reliability for millions of users across the region.
• Financial and Vendor Management: Managed the divisional financial budget, procurement, and tender activities, overseeing vendor selection and contract negotiations to ensure cost-effective resource allocation for critical cybersecurity initiatives.
• Strategic Intermediary: Acted as the sole cybersecurity representative in organization-wide tech programs, facilitating collaboration between the cybersecurity division and over 20+ business/engineering departments to align security roadmaps with product delivery.
• Agile Transformation: Defined methodologies for program execution and upheld Agile/Scrum principles as both a Scrum Master and Agile Coach, improving quarterly roadmap planning and prioritization efficiency.
• Delivery & Reporting: Streamlined project management efforts, including timeline preparation, milestone setting, progress tracking, and executive reporting for program sponsors and senior leadership.

As the APAC Incident Program Manager at Visa Inc., I worked extensively within the Global Digital and Mobile Products Development team. Our team was responsible for the development of a new generation of applications designed to facilitate commerce in the digital age. My key responsibilities include:

• Critical Incident Response: Led incident response efforts for high-stakes digital and mobile products, swiftly addressing technical issues to ensure 99.99% seamless operations and commerce facilitation in the digital age.
• Process Innovation: Collaborated with development teams to design and implement new tools and processes for Incident, Problem, and Crisis Management, including the creation of real-time metrics, measurements, and standardized dashboards.
• Optimization & ITSM: Identified and resolved recurring/repetitive issues (Problem Management), resulting in a 15% reduction in high-severity incident volume within 12 months. Integrated ITIL/ITSM concepts into the existing Agile delivery model to enhance efficiency.
• Performance Analysis: Reviewed crucial operational performance metrics to identify opportunities for further process enhancement and efficiency gains across the Digital and Mobile Products landscape.

I was an integral part of the APAC Technical Services team at Cisco Systems, renowned for its innovations in network technologies. As the High-Touch Service Operations Manager, my focus was on delivering high-quality support services to our major clients. My key responsibilities include:

• Customer Success & Advocacy: Served as the single point of contact for multiple critical, multi-million dollar clients, managing all service-related inquiries and operational issues to ensure high customer satisfaction (Customer Success).
• Executive Leadership: Led Quarterly Business Reviews (QBRs) by engaging with C-level executives (internal and external), driving discussions and decisions that directly supported multi-regional business goals and retention.
• SLA & Crisis Management: Ensured all critical issues were resolved within stipulated Service Level Agreements (SLAs), providing real-time executive updates to both internal and external stakeholders on high-priority and escalated issues.
• Process Improvement: Drove global and regional programs focused on operational improvements, including tools enablement, business continuity exercises, dashboard creation, and the successful adoption of Cisco’s global best practices across the APAC region.
• Root Cause Analysis: Led Post Mortem and Root Cause Analysis (RCA) for all critical incidents, deriving lessons learned and implementing preventative measures to minimize future risk.

NCS Group is a multinational information technology and communications engineering firm based in Singapore. I was a part of NCS's telecommunications solutions division, tasked with providing IT services to telecommunications customers. In my new role as a Project Manager, my key responsibilities include:

• Project Delivery: Managed the end-to-end delivery of IT services projects for telecommunications customers, ensuring on-time delivery by formulating project plans, managing resources (hardware, software, human resources), and evaluating documentation against customer requirements.
• Contract & Vendor Management: Successfully negotiated with 10+ vendors and internal teams to secure sufficient resources, managed subcontractor performance, and maintained transparent communication with all external project parties.

In my initial role at NCS Group as an IP/OSS Consulting Engineer for telecommunication solutions division, my key responsibilities include:

• Set up, managed, and maintained IP and OSS solutions, assisting in system design, upgrades, and ensuring compliance with regulatory standards.
• Provided technical support and training to team members, while documenting processes and record maintenance.

Sarawak Information Systems (SAINS) Group is a Malaysia-based information technology and communications firm that supports business partners and customers across multiple industry sectors. I functioned as an engineer operating from its KL Branch Office, and my key responsibilities include:-

• Planned, designed, and implemented network and security solutions for medium to large-sized enterprises, from private SMEs to state-owned corporations.

Datacom is one of Australasia's largest professional IT services companies. We started in New Zealand in 1965 and has expanded to operate in Australia, Malaysia, the Philippines, the United States, and the United Kingdom. I was part of the remote network & technical support division based in Kuala Lumpur, Malaysia and my key responsibilities include:

• Provided Level I & II Technical Support for Australia and New Zealand based customers, focusing on the setup and troubleshooting of home and enterprise networks.