IT business partner/Director

• Mar 2021 - Present

Support the organisation by being the single point of accountability for technology • Work with the business leaders to perform business process value stream mapping, identify opportunities to introduce technology to increase productivity and eliminate duplication. • Responsible for Identifying and delivering against a clear roadmap of future solutions aligned to business growth • Understand the business problems, then providing a solution through collaboration with internal and external solution teams • Align application services, capability & capacity, through vendors and other service providers to meet agreed business outcomes. • Ensure that Applications and IT cost of ownership is optimised and aligned to the total cost of ownership for the enabled business processes and operations. • Conduct technology options analysis to identify recommended solutions to business problems & provide consultancy and advisory services related to requests for new technology services • Introduce innovative, differentiating service delivery, technology operations and infrastructure capabilities to maximise business performance and efficiency. • Develops and controls budget to ensure it is consistent with the overall strategic objectives of technology and the enterprise. Show less

Associate Director of Information Technology

• Jul 2021 - Mar 2023

Associate Director of Information Technology

• Feb 2020 - Jun 2021

Group Head Information Technology

• Mar 2017 - Feb 2020

Head - IT system

• May 2014 - Feb 2017

• Lead a team of IT infrastructure professionals supporting systems running reliably. • Ensure technology platforms are appropriately architected, configured, deployed and maintained. • Gathering & managing ITSM business requirements; documenting "as is" processes, developing "to be" processes, determining ITSM process maturity, process gaps, & areas of inefficiency; enhancing & developing new ITSM processes consistent w/ITIL best practices. • Manage change control requests across the enterprise and ensure each change is completed without major impact to the applications or operations environments. • Implementing, Ensuring compliance to ISR requirements and ISO 27001 standards. • Implement IT Governance and Compliance and establish and manage the departmental BSC. • Tracking and reporting and managing the IT department P& L reports Show less

• Apr 2012 - Jan 2014

• Process owner for IT Service Desk, MID Helpdesk, IT Access management , Incident Management, MIS and Reactive Operations, Desktop Support, IT Configuration Management in ACIS• Manage the IT Operations to ensure the stability, integrity, and efficient operation of the information systems infrastructure.• Assists in the development of RFC’s, bid proposals, contracts, scope of work reports and other documentation for infrastructure projects, IT Service delivery and associated efforts.• Manage all technical efforts for integrating new and existing technologies.• Implement work plans for all information systems and infrastructure • Hire IT personnel and provide supervision, and scheduling.• Assist in development and implementation of business continuity and disaster recovery plans.• Work with stakeholders to define business and systems requirements for new technology implementations.• Project Manage transitions of projects from UK to India• Design recruitment and training schedules• Good understanding of Service Management concepts and processes• Escalation point and relationship building with Business and senior management• Metric management and tracking • Process improvement and streamlining using quality tools / methodology• Technical understanding of all processes and flows,• Problem solving and conflict resolution• Employee management and appraisal delivery• Service level agreement delivery and ownership• Performance management of lines of business and corrective measures management• Manage staff efficiency levels and work load• Absorb new work streams and participate in new corporate IT initiatives / rollouts Show less

• Jul 2007 - Mar 2012

• Process streamlining, set and review KPI’s, process adherence, improvement initiatives and DSAT analysis• Manage team performance on a daily basis and achieve Service Desk & Security Admin targets• Measure and report on, Service Desk Analysts’ & Security Administration analysts performance against Service Desk targets• Provide training, guidance and coaching to team members in order to improve individual efficiency and productivity• Perform regular appraisal meetings. Set expectations, career development and training for the Service Desk Analysts• Ensure Best Practice & Quality Conformity within the team• Change Control i.e. Administration Changes• Continual analysis of the workload report fluctuations in the monthly management meetings• Produce shift Rota taking into consideration sickness, holidays etc and manage resources• Undertake project work as required by the Service Desk Manager and IT Projects team• Generate crystal reports , report trends and Service Improvements to the Service Desk Manager• Involved in the Recruitment process of Service Desk Analysts• Incident Manager – o Develop, co-ordinate and promote incident management activities across the whole of Technology and take responsibility for the effective functioning of the Incident Management processes across all support areaso Ensure effective, rapid response and business communication when a major incident is reportedo Chair and coordinate the SWOT call. Engage required IT support teamso Send out regular communications to keep business informed with the status, impact and ETA of the incidento Ensure that the incident is rightly categorized, any service breach is suitably recorded and described before it is closedo On service restoration, follow up with Incident assessment activity until all inputs availableo Participate in Daily Review Meeting and run through all major incidents reported in the last 24 hours and be aware of all significant changes for the day Show less

Service Desk Analyst

• Apr 2006 - May 2007

• Maintenance of 70% first line fix rate. • Call, Incident, Problem and Desktop Change Management through logging, escalation and resolution using Peregrine Service Centre and remote support tools, including the Knowledge Base, Wiki . • Raising accurate tickets within Service Centre. • Assignment of calls/ requests/ incidents to internal and external support teams where calls cannot be fixed by the Service Desk. • Incident management encompassing incidents assigned to other support teams. • Setting customer expectation by allocating an appropriate priority to an incident. • Keeping customers informed of progress, together with actual or expected resolution, re-setting expectation if required. • Adherence to required processes and procedures. • Input to improvements required to processes, use of software, procedures etc. • Remote Software installations. • Ad hoc tasks as required, e.g. production of relevant stats, team development initiatives, improvement ideas, administration. Show less

CSA

• 2004 - 2006

• Conversion of legacy Prefixes to New Prefixes • Setting up New Business policies for HSBC& Performing Lapse & Cancellations of Policies. • On job coaching and development of service Associates • Creating Daily Work Reports For All the Processes handled by the ACC team • Creating MIS reports and Quality Reports for the process • Assisting the TL in dealing with any staffing Issues as they arise and seek help when required. • Assist the TL to evaluate daily statistics including available times, log in times, daily KPI’s to ensure productivity is maximised and take appropriate steps if targets and standards are repeatedly missed and / or ignored. • Handle referrals / queries from Service Associates. • Training of Service Associates when Required and requested by the Team Leader Show less

Manager- Business Development

• 2003 - 2004

• Essayed a stellar role in: o Identifying ways to continually enhance the customer experience of the company, both internal and external o Providing technical assistance to all the BDO’s & working with corporate HR in all relevant initiatives o Developing staff with the team and ensure all career staff has active personal development plans o Contributing to the overall running of the division by achieving business plan targets o Overusing the smooth day to day running of all teams within the span of control o Sharing of knowledge and best practices and adhering to all relevant compliance codes o Participating brand building and marketing drives o Guiding new staff in Microsoft –Certifications and training them with procedures to help them in achieving their career growth Show less

Manager- Business Development

• 2003 - 2004