IT Operations · Project Delivery · Technology Transformation · Service Improvement

Technology Transformation. Strategic Delivery. Lasting Impact.

Transforming services and processes through technology, structured delivery and continuous improvement.

I am an experienced banking technology professional with over 13 years across global IT operations, IT service management, service delivery and technology initiatives — combining operational expertise with project contributions, stakeholder coordination and process optimisation.

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Portrait of Lashini Anpalagan

13+

years in banking technology

About

About Me

I am a banking technology professional with over 13 years of experience in global IT operations, IT service management and service delivery.

My approach combines structured execution, analytical thinking and continuous improvement. I bring an operational foundation, project delivery experience and a collaborative, solutions-focused mindset that supports business-critical technology services.

13+ Years

of professional experience

Global Banking

technology environment

ITSM & ServiceNow

initiatives

Delivery & Process

improvement

Projects

Selected Projects & Achievements

A selection of technology initiatives and service improvement contributions across global banking operations.

ITSM · Knowledge Management · Process Improvement

ServiceNow Knowledge Management Framework

Contributed to the development and improvement of a structured knowledge management framework within ServiceNow, improving knowledge accessibility and support processes.

My contribution

  • Supported knowledge content and framework improvements
  • Collaborated with a global team of ~30 people
  • Contributed to knowledge standardisation and service improvement
ServiceNowITILKnowledge governance

~30%

reduction in support demand

ITSM · Data Quality · Operational Efficiency

ServiceNow Data Quality Initiative

Contributed to an initiative focused on improving the quality and consistency of service management data.

My contribution

  • Core team of ~5, wider team of ~30 across Kuala Lumpur and Chennai
  • Supported data quality improvements and process alignment
  • Improved ticket accuracy and service management practices
ServiceNowGovernance reviewsVendor coordination

~70%

improvement in ticket accuracy

Technology Migration · UAT · Implementation Readiness

Global BMC Remedy-to-ServiceNow Migration

Contributed to the global migration from BMC Remedy to ServiceNow across testing, validation and readiness.

My contribution

  • Supported user acceptance testing and test execution
  • Assisted with data validation and readiness activities
  • Go-live preparation and Train-the-Trainer support
  • Coordination between stakeholders and teams
BMC Remedy 8.1ServiceNowUAT

Global

migration scope

Project Excellence Award

Digital Workplace · Knowledge Accessibility · Global Adoption

Service Desk on the Bridge — Global IT Landing Page

Contributed to a global IT landing page designed to make IT information and support resources easier to access.

My contribution

  • Team of ~8 people
  • Content, knowledge organisation, design coordination and adoption
  • Supported communication and user enablement
SharePoint OnlineContent designUser enablement

~80%

global user adoption

Process Improvement · Knowledge Transfer · Operational Excellence

Structured Onboarding & Operational Improvement

Contributed to structured onboarding and knowledge transfer practices that improved operational readiness and consistency.

My contribution

  • Supported documentation and knowledge transfer
  • Helped standardise onboarding practices
  • Clearer operational guidance and process consistency
DocumentationCoachingProcess standardisation

~85%

reduction in operational errors

Digital Workplace · Upgrade Support · User Enablement

Microsoft 365 / Windows Upgrades

Contributed to Microsoft 365 and Windows upgrade initiatives across Malaysia and Singapore.

My contribution

  • Supported upgrade activities and user readiness
  • Coordinated with stakeholders and support teams
  • Supported user enablement during the transition
Microsoft 365WindowsOneDriveMicrosoft Teams

MY & SG

upgrade initiatives

Outcomes are reported estimates. Project contributions were delivered as part of wider teams.

Career

Experience & Impact

13+ years with a major global financial institution across IT operations, service delivery and technology initiatives.

Enterprise Service Delivery & Incident Operations

  • Supported global IT operations, incident management and service delivery in a banking technology environment.
  • Supported end-user technology services, service requests and incident resolution.
  • Coordinated operational activities with team members to resolve service issues.
  • Applied structured problem-solving to operational challenges.

Team Leadership & Mentorship

  • Served as team leader within IT operations, coordinating day-to-day activities.
  • Supported structured onboarding, coaching and knowledge transfer for team members.
  • Delivered training and Train-the-Trainer support during platform transition.

Process Governance, ITIL & Continuous Improvement

  • Contributed to ITIL-based service management and ITSM process optimisation.
  • Supported the ServiceNow knowledge management framework and data quality improvements.
  • Contributed to process standardisation, documentation and service governance.
  • Applied continuous improvement to service quality and operational efficiency.

Technology Transformation & Project Delivery

  • Supported the BMC Remedy-to-ServiceNow migration, including UAT, testing, data validation and go-live readiness.
  • Contributed to Microsoft 365 and Windows upgrade initiatives in Malaysia and Singapore.
  • Contributed to the Service Desk on the Bridge global IT landing page.
  • Collaborated with stakeholders and cross-functional teams on technology initiatives.

Skills

Core Competencies

Enterprise Operations

IT OperationsIT Service ManagementIncident ManagementService DeliveryKnowledge Management

Project & Technology Delivery

Project CoordinationUATTestingMigration SupportStakeholder ManagementTrainingGo-live Readiness

Process & Governance

ITILLean Six SigmaProcess ImprovementService Governance

Platforms & Tools

ServiceNowBMC Remedy 8.1Microsoft 365SharePoint OnlineOneDriveMicrosoft TeamsActive DirectoryMicrosoft ProjectConfluenceJira

AI & Productivity

Microsoft AI FluencyGenerative AI

Credentials

Certifications & Professional Development

ITIL V3 Foundation

Atlassian ITSM Professional Certificate

Lean Six Sigma White Belt — CSSC

Microsoft AI Fluency Certification

Microsoft Career Essentials in Generative AI

Generative AI for Business Leaders — Microsoft

Agile Project Management with Jira Cloud

PMI Kickoff – Predictive & Agile Project Management

CCSD Council Professional Certificate in Project Management Skills

Enterprise Design Thinking Practitioner — IBM

Education

Education

Bachelor of Business (Hons) in E-Business Technology Management

Liverpool John Moores University · 2012

Diploma in Business Information Technology

YPC International College · 2009

Recognition

Awards & Recognition

Project & Technology Recognition

Project Excellence Award

Service Desk on the Bridge initiative

Recognised for contributions to a global IT landing page that improved knowledge accessibility and reached ~80% global user adoption.

End User Service Award

2017

Recognised for contributions to the global Office 365 migration project.

Head of Technology Recognition

2017

Recognised for teamwork on the Standard Chartered Global IT Landing Page.

Technology Newsletter Feature

2022

Featured for mentoring initiatives.

Leadership & Performance

Promoted to Team Leader

2013

Selected by senior management within one year.

Iron Man Award

2013

Recognised for outstanding team leadership.

Hawkeye Award

2013

Achieved the highest ticket resolution rate of 75%.

Outstanding Performer

Q3 2017

Recognised as an outstanding performer for the quarter.

Certificate of Recognition

End User Services · Q1 2017

Recognised for contributions to end-user service delivery and user enablement.

Service Milestones

Long Service Award

2017

Five years of dedicated service.

Long Service Award

2022

Ten years of dedicated service.

Volunteering

Volunteering & Community Engagement

Giving back to communities and causes alongside my professional work.

Environmental Conservation

  • Mangrove planting — ~400 trees planted
  • UPM Eco Challenge
  • Zoo Negara

Health Awareness

  • Standard Chartered KL Marathon — HIV awareness
  • Malaysian AIDS Council
  • Malaysian AIDS Foundation

Inclusion

  • Malaysian Association for the Blind
  • National Autism Society of Malaysia (NASOM)
  • SCSOA
  • MMICare Association

Community Welfare

  • Yayasan Sunbeams Home
  • St Francis Xavier Home for the Elderly
  • Lighthouse Children Welfare Home
  • PERTIWI Soup Kitchen

Contact

Let's Connect

I welcome opportunities to contribute to technology transformation, IT project delivery, service improvement and operational excellence initiatives.

If you are looking for an experienced banking technology professional who understands the relationship between technology, processes and service delivery, I would be pleased to connect.

Lashini.anpalagan@gmail.comConnect on LinkedInRequest Detailed CV via Email