Experience

AJ Bell

• United Kingdom
• Financial Services
• 700 & Above Employee

• IT Service Manager

  • Jul 2018 - Present



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Service Availability Manager - RSA Account

  • Jul 2016 - May 2018

  • Optimisation of Services to meet the commitments to the customer in a cost-effective manner. • Provide support and guidance for Incident Management, Problem Management, Change Management, and Availability Management. • Assure that services and components are designed and delivered to meet their availability targets. • Deep technical skillset and knowledge of customer environment. • Bridge gaps between delivery teams and drive rapid recovery during incidents. • Provide a holistic view of the customer’s environment and make recommendations to improve overall service. • Promote monitoring systems to enable speedy detection and remediation of potential and actual IT failures. • Proactively identify cost-effective availability improvements within an availability plan. • Use information about problems and incidents to analyse availability challenges and eliminate repeat issues • Use specific information from driving major incidents to drive technical teams to stronger RCAs and corrective actions which will reduce the frequency of repeated incidents. • Ensure major changes undergo rigorous review before implementation to help prevent incidents. Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Availability Manager - RSA Account

  • Nov 2013 - Jul 2016

  • Responsibility for attaining SLAs/review reasons for failures and ensuring a plan in place to circumvent. • Provide input to Lead Service Delivery manager/DPE in the support of Account planning/strategy• Support Security and audit compliance, reviews & actions • Provide leadership and direction to the Service Delivery teams • Continually identify ways to reduce costs of delivering the services, lead teams in planning • Support DPE/Lead Service Delivery manager in providing input towards contract change and service related issues • Manage service to contract, (SLAs, dates and performance measures), perform role of service integrator on behalf of RSA to manage 3rd party suppliers.• Support supplier management in providing input/reviews with regard to contract development or amendments/creation of DOU’s with service providers/third party.• Develop service improvement plans based on root cause analysis, trends and customer inputs. • Support/provide input to capacity management in terms of review of overall capacity planning to agreed service contract/LoB pipeline.• Provide timely and accurate Internal reporting. Show less

• Major Incident Manager - RSA Account

  • Apr 2012 - Nov 2013

  Primary Line of Business Incident Manager collaborating with Service Provider Towers, Back Office Incident Managers, and Global Change Managers to ensure effectiveness of the Major Incident Management Process handling circa 400 critical and high priority tickets per month.• Accurate recording of all Major Incidents• Resolution of Major Incidents as quickly as possible, within timeframes contained in SLAs• Minimise the duration and impact of Major Incidents • Accurate recording of all activities performed regarding the Major Incident• Provide information to Problem Management to prevent future recurrences• Appropriate communication to all stakeholders Show less

• Major Incident Manager - AstraZeneca Account

  • Feb 2010 - Apr 2012

  Focal point to provide proactive 24x7 “War Room” Incident Management approach for all Severity 1 and Severity 2 incidents – non region specific.

• Technical Operations Analyst - AstraZeneca Account

  • Feb 2001 - Feb 2010

  Provided 24x7 operational service support on all IBM supported account computing platforms and associated services. Covering global support for over 1600 servers across NT4 & Windows 2000, UNIX and VMS servers.



AstraZeneca

• United Kingdom
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Technical Operations Analyst

  • Jan 1994 - Feb 2001

  NT Server, IBM Mainframe Operations, DEC VMS Operations, CONTROLM, LEGATO, BACKUPEXEC, APM & VM Scheduling. CICS, OS/390, JES2, VTAM & JCL. NT Server, IBM Mainframe Operations, DEC VMS Operations, CONTROLM, LEGATO, BACKUPEXEC, APM & VM Scheduling. CICS, OS/390, JES2, VTAM & JCL.



Imperial Chemical Industries (ICI)

• 1 - 100 Employee

• Computer Operator

  • Aug 1990 - Jan 1994

  IBM 3090 Mainframe, DEC VAX clusters, SLS, VCS, DCM monitoring, Rank Xerox 9700 print operations, DCL programming, APM scheduling IBM 3090 Mainframe, DEC VAX clusters, SLS, VCS, DCM monitoring, Rank Xerox 9700 print operations, DCL programming, APM scheduling



Stockton-on-Tees Borough Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Computer Operator

  • Apr 1990 - Aug 1990

  ICL Series 39 Mainframe & VME Scheduling ICL Series 39 Mainframe & VME Scheduling



Fisher-Price, Inc.

• United States
• Manufacturing
• 500 - 600 Employee

• Data Processing Operator

  • Jan 1990 - Apr 1990

  IBM System 34 & 36 IBM System 34 & 36



Imperial Chemical Industries (ICI)

• 1 - 100 Employee

• Computer Operator

  • Oct 1989 - Jan 1990

  IBM 3090 Mainframe, DEC VAX clusters, SLS, VCS, DCM monitoring, Rank Xerox 9700 print operations, DCL programming IBM 3090 Mainframe, DEC VAX clusters, SLS, VCS, DCM monitoring, Rank Xerox 9700 print operations, DCL programming



The National Computing Centre

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Trainee Computer Operator

  • Dec 1987 - Oct 1989

  Cobol, BasicL programming, Dbase III, Pagemaker, Lotus 1-2-3, Expert Systems Cobol, BasicL programming, Dbase III, Pagemaker, Lotus 1-2-3, Expert Systems