Eugene Boon · Kuala Lumpur, MY · UTC+8 · Open to conversations

IT-APAC Country Head · Technical Services — TikTok / ByteDance

Eugene Boon

I run enterprise IT service operations the way businesses read them: on target, on budget, and measurable.

20+ years across enterprise services — from Shell's global infrastructure to leading APAC's largest IT technical services team, supporting 6,000+ users across Malaysia, Thailand, Vietnam, Hong Kong and India.

LinkedIn ↗
Day-1 Board · 9+ office launches · 5 countries · 0 incidents
Kuala LumpurMalaysia
BangkokThailand
Ho Chi Minh CityVietnam
SydneyAustralia
SeoulSouth Korea
JakartaIndonesia

Profile

Service leadership,
measured in outcomes.

I lead IT technical services across APAC for TikTok / ByteDance — the region's largest user base — where my teams hold SLA, CSAT and EUC compliance baselines consistently above global targets, ranking #1 in the region for data erasure and top-3 across device compliance metrics.

My approach is simple: treat IT as a business function. That mindset has produced $3.1M+ USD in cost avoidance through asset utilization optimization, $175K+ in procurement savings, and a 93% reduction in vendor contracting effort — while lifting asset accuracy to 99.95% with zero losses across audit cycles.

I build lean, high-performing teams and then get out of their way — designing leadership pathways like the PoC 2.0 program, running skill-up and cross-team training, and delegating regional projects so engineers grow into leaders. Before ByteDance, I managed multi-client service delivery at HKBN JOS (including a bank ransomware recovery in three weeks) and spent a decade engineering Shell's global infrastructure at HP, HPE and DXC.

Impact Ledger

Every line audited. Every target exceeded.

Performance the way it's actually reviewed — metric, result, target, standing. Drawn from FY22–FY25 regional operations at TikTok / ByteDance.

MetricResultTargetStanding
Data erasure rateSecure disposal compliance, APAC 100%99.9% #1 in region
Asset utilizationLifted from 84.82% · $3.1M+ cost avoidance 93.89%90% Highest globally
Service resolution SLAAPAC ITSM, alongside 99.1% response SLA 98.7%90% Exceeded
Customer satisfactionCSAT ITSM · ITAM at 99.53% 99.83%95% Exceeded
Mean time to resolutionITAM tickets: 12.22 → 5.65 days −53.76%— Improved
Vendor contracting effortAPAC disposal RFP: 385 → 27 man-days, 11 countries −93%— Standardized
Self-service automation8,800+ loan/return requests · 295+ man-hours saved 8,800+— Adopted 3 regions

SOURCE: PERFORMANCE REVIEW CYCLES FY22–FY25 · RATED "EXCEED EXPECTATIONS" ACROSS CONSECUTIVE CYCLES

Service History

Two decades in enterprise services.

2022 — Present

IT-APAC Country Head, Technical Services

TikTok / ByteDance · Kuala Lumpur, Malaysia

Country IT Manager → APAC IT Service Cluster Manager → Country Head, Technical Services

  • Lead IT service desk and technical services operations across multiple APAC countries — 6,000+ users, the largest base in the region — holding SLA, CSAT and EUC baselines above global targets.
  • Drove $3.1M+ USD cost avoidance via asset utilization optimization, automated purchase planning and FIFO stock management; delivered $175K+ savings through procurement frameworks and in-house repair programs.
  • Orchestrated zero-incident Day-1 IT support for 9+ office launches across 5 countries; led APAC master disposal vendor RFP cutting contracting effort by 93% across 11 countries.
  • Built and led a lean 13-person regional team plus BPO managed services; created the PoC 2.0 leadership pathway and shipped self-service tools adopted by 11,000+ users across three regions.
2019 — 2022

IT Service Delivery Manager

HKBN JOS (Malaysia) · Managed Services

  • Managed key EUC and infrastructure accounts across banking, insurance and automotive (AmBank, AIA, Heineken, Sime Darby); recovered a losing key account within 3 months.
  • Implemented E-WorkOrder mobile app cutting ticket response and resolution times by 45%; drove a nationwide bank digitalization project improving process efficiency by 63%.
  • Led a Malaysian bank's ransomware crisis recovery and remediation in 3 weeks; managed 46 outsourced talents across 18 client accounts.
2017 — 2019

Technology Consultant III

DXC Technology · Shell Account — Workspace, Server & Storage Engineering

  • Designed high-availability disaster recovery for Shell Trading using Microsoft failover clustering with 3PAR replication and Cluster Extension.
  • Delivered DR storage detailed designs for Affin Bank and CIMB on-demand platforms; owned evergreening and release management across the SAN estate.
2010 — 2017

Technical Lead, Americas

Hewlett Packard / HP Enterprise Services · Shell Account — BackOffice Migration

  • Led global back-office server refresh, data migration and decommissioning across the Americas, Europe and Asia-Pacific, including on-site NetApp deployments in Amsterdam and Tokyo.
  • Built automation (mass AD update, health checks, DR test scripts) lifting team productivity by 40%; consistently recognized as Top Performer from 2010 through 2019.
2005 — 2010

Senior Engineer

Click Grafix · Digital Signage — IT & Presales

  • Owned pre- and post-sales solutioning across Southeast Asia; led project management for Louis Vuitton's Asia-region digital signage rollout.
2004 — 2005

System Engineer

Getronics Solutions · System Operations

  • Delivered onsite infrastructure support for 1,200+ Maxis Communications staff across three sites.

Operating System

How I lead.

Four disciplines, applied consistently across every account, region and team I've run.

01 · Service Excellence

Baselines are floors, not ceilings

Response, resolution, CSAT and compliance metrics run above target as standard operating condition — verified through regional rankings, not self-reporting.

02 · Cost Discipline

IT that pays for itself

Utilization optimization, purchase-planning automation and vendor consolidation turned asset management into a multi-million-dollar cost avoidance engine.

03 · Automation First

Remove the queue, keep the service

Self-service accessories systems, AI knowledge bots, warehouse management and purchase-planning apps — built with the team, adopted across regions.

04 · People Development

Build leaders, not dependents

PoC and SME pathways, interview skill-up programs and delegated regional ownership — a lean team with the best engineer-to-user ratio in the region.

References

What colleagues say.

Three of 17 recommendations from managers, peers and clients across TikTok/ByteDance, HKBN JOS and Click Grafix.

Eugene made an immediate impact by settling and reforming the team… a down-to-earth people leader with a customer-obsessed service delivery persona.

Ashrael KohLeadership colleague · TikTok APAC IT

His vast experience in service delivery is unparalleled — exceptional leadership, strategic thinking, and a deep understanding of client needs.

Leong Kar ChunHead of Service Delivery · HKBN JOS

We did not want him to leave. Eugene took care of every technical need in the company and for our customers — a great team player and a great guy.

Ahmed O. BalfaqihManaging Director · Click Grafix

Read all 17 recommendations on LinkedIn ↗

Credentials

Education & certification.

Education

Master of Business AdministrationUniversiti Putra Malaysia · Graduate School of Management · 2009
BSc (Hons) Network Computing · Upper Second ClassCoventry University, United Kingdom · 2004

Service Management

ITIL Intermediate — Continual Service ImprovementAXELOS · 2017
ITIL Foundation — IT Service ManagementAPM Group · 2012
ICAgile Certified — Business Agility FoundationsICAgile

Technical

Microsoft Certified ProfessionalAdvanced Server Infrastructure · 2013
NetApp Certified Data Administrator (NCDA)ONTAP · 2012
HP 3PAR StoreServ · Blade Systems AdministrationHPE