Technical Support Manager

• Sep 2022 - Present

DAZN Support Centre Team Lead

• Mar 2021 - Sep 2022

Set up a support centre consisted of 10 analysts from scratch, ensured the team was efficiently and effectively trained within a 3 months for the go-live. The team has grown to 15 analysts and 6 seniors, due to the continued and sustained delivery of desired outcomes and to meet the increased operational demand. Establishing procedures for incident and event management to minimise MTTR and MTTA to meet the operational SLAs and KPIs.Being the Process Owner and Risk Manager for the Continual Improvement process and Risk Register ensuring collaboration and promoting visibility of outstanding and accepted risks. Introduced a weekly summary review on the back of every weekend, outlining the number of high severity incidents that occurred and any outstanding actions for completion or follow up required with relevant teams. Also included number of incidents caused by release change,by third party, or dev team, which provided information on key tickets with third parties, outages and duration, and proactive tickets raised by the team that reduced MTTA and MTTR.Improved the communication channels with out global Customer Service teams, ensuring swift and direct interaction with our support teams. Dedicated channels for each region were established,a service review was introduced where incidents and problems were reviewed weekly and findings were fed back to Service Delivery Managers. I was the escalation point for any queries as the owner of this process. Any actions/improvements/outcomes were shared with the senior stakeholders at VP and SVP level, as part of increasing collaboration and visibilityDrafting efficient and effective ITIL oriented procedures for the team to achieve SLAs and KPIs.Being the Process Owner and Manager of the Continual Service Improvement and Risk Register process whose outcomes reduce technical debt and proactively prevent harm to the platform's operation. Consistently communicated on a monthly basis to senior stakeholders at VP level.

Applications Support

• Sep 2018 - Mar 2021

Deputy team lead duties, including weekly service reports, managing the incident queues, representing the App Support team on incident prioritisation meetings with the Business and owning the Continual Service Improvement process.Being the Process Owner for the Continual Service Improvement, Risk Register and for Service Performance and Capacity Analysis and Planning review.Taking the lead in establishing monitoring processes, ensuring the appropriate alert levels are configured and functional. Solely responsible for the identification of monitoring gaps in our services (B2c and B2B) and owning actions to verify these have been covered on the monthly service review.Responsible for Supplier and Relationship Management on a monthly basis for our external vendors with reports cascaded to senior IT stakeholders.Established and owning Service Reviews with Business stakeholders, reviewing incidents, problems and changes on a monthly basis, assessing risk and coordinating releases to production.Being the Major Incident Manager OOH for any P1/P2 incidents during my on-call week for both of our B2B and B2C services.Managing the Change and Release management process. Reviewing the Release calendar to ensure the current pre-prod and production versions are reflected and that the implementation plan, release steps, and version control are recorded and up to date.

Application Support Analyst

• May 2016 - Aug 2018

As of January 2018, I have been taking the lead for the Marketing and Core services channel. Responsible for establishing incident management/problem/early life support processes, stakeholder management, adhering to release/change management processes. As part of my role, I've been driving the automation plan from an incident management perspective to ensure teams are becoming cost-effective with the introduction of efficiency in the wider incident management team's daily tasks.As of May 2017,I have been training and remotely managing our EOC team in Krakow that are responsible for the monitoring of our infrastructure systems and Business volumes. I have also been implementing processes around monitoring and incident escalations so that incidents are mitigated and any future occurences are prevented.I am reviewing weekly the QA of tickets logged and resolved on the back of which, findings are fed back to team leads. Detection, analysis and escalation of live service alerts are being reviewed post revenue impacting issues. Being responsible for suggesting and assessing improvements on the monitoring tools and alerting thresholds. Establishment of actions that are discussed and agreed with the team leads to develop the team so they can proactively triage, detect and resolve issues, before they lead to loss of service and/or loss of revenue.As of June 2016, I have been providing on call support for all of our online and group services, as the escalation point for any P1/P2/P3 priority and compliance issues. As one of the most senior members in the team, I have been a point of escalation for any incidents that required technical analysis and responsible for the coordination/management of any higher priority issues. Findings and resolution steps were fed back to our Incident Management team for education purposes, as part of my guidance and mentoring responsibilities.

Service Support Analyst

• Dec 2012 - May 2016

Supporting our Sportsbook and Payments platform since December 2012. Following the launch of our WH Sportsbook and Native App I have also being directly involved in the support of both of our Desktop and Mobile platforms.Specialised into providing support for our International regulated products (Sportsbook, Casino & Vegas - Desktop & Mobile), .it and .es, since February 2013. Owning the smooth integration and transition of new product releases and project implementations to live production, ensuring the Early Life Support process is followed. More specifically, taking the lead for our .it and .es platform, by providing support and advice both during working hours and remotely (on call), as a single point of contact for all International related P1/P2 priority incidents.Liaising with third parties and regulators to address compliance issues on our International platform.Ensuring ITIL processes are adhered to. Recording and responding to incidents and service requests from the business, suppliers and service teams within agreed operational and service levels. Taking ownership of assigned incident providing clear jargon free communication as required to other service disciplines and business users.Aiding in diagnosing the cause of the incident through a structured process of investigation with internal and external support teams.Holding weekly review calls with our suppliers to discuss major incidents that have happened during the week, agreeing on steps and measures to prevent them from recurring, and prioritising fixes to production to ensure our platforms continue to operate with stability and efficiency.

Trainee Consultant

• Oct 2011 - May 2012

Providing customers support via phone and OTRS.Replicating and resolving customer reported issues in our test environment, according to contract SLAs. Setting-up virtual demo servers (Windows Server 2008 R2) via VSphereClient.Reporting, Universe designing, creating the CMC role-based security model for the BusinessObjects 4.0 demo environment.Installing and configuring BusinessObjects Enterprise XI 3.1 on our version 3.1 demo server.Updating and configuring of BusinessObjects Enterprise XI 4.0 on our version 4.0 demo server

Department of Informatics

• Feb 2010 - Aug 2010

Support ­ maintenance of computers' (hardware ­ software) and peripherals' devices.Design, installation, configuration and support / operation of network software applications, such as: Papiros (MODUS), electronic protocol, on a platform MS-Windows 2000 Professional.Administration of installed information systems.Development and support of local area networks (LAN) of the Hospital.Development and support of Internet applications (Site, Email, Firewall).Training and providing support to users.