Associate, Service Design & Transition at EBRD

• Sep 2019 - Present

ITSM Service Performance & Reporting Analyst

• Sep 2019 - Mar 2023

Major Incident Duty Manager

• May 2019 - Sep 2019

• As the Major Incident Duty Manager, I act as the Senior IT leader present on a 24x7 basis to support and manage critical issues that arise within the critical IS environment. I have operational responsibility for managing major incidents affecting the IS infrastructure (Network, Business hubs and Data Centres) and suite of management applications across the global environment. • Personally manage major and significant incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs. • Hosting and managing appropriate Major Incident technical and management calls to facilitate the restoration of major incidents. • Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle. • Have the ability to work with external suppliers, and ensure all communications are received on a timely manner. • Run post-incident reviews with Problem and Change Management to ensure continuous improvement. • Ensure that the Major Incident Management process is regularly reviewed, and updated as required, to ensure full integration with other relevant processes, reflecting ITIL best practice guidelines. • Ensure that all IT teams (internal and external) follow the incident management process for every incident. • Build positive, open and constructive relationships with key stakeholders within the business units and suppliers. Show less

Major Incident & Problem Manager

• Jun 2016 - Dec 2018

Problem Manager: • Ensured the underlying causes of IT Incidents were fully investigated, identified and mitigation and improvement plans were implemented by accountable support teams within a timely manner. • Led post mortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans. • Assisted the deployment of ServiceNow with an understanding of how the tool should be used to support service management process activities. • Continually improved service quality by ensuring accountable support teams drive root cause investigations through to the implementation of a solution with sufficient rigour to prevent repeat incidents. • Monitored problem management performance metrics and Key Performance Indicators (KPIs). • Facilitated problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues. • Identified service improvement initiatives with suppliers covering people, process and technology. • Prevented re-occurrence of issues by identifying safeguards, root cause and permanent fixes. Major Incident Manager: • Ensured IT Major Incidents were prioritised and managed to achieve swift resolution across the supply chain. • Acted as an escalation point to any issues that could compromise service availability, ensuring incidents were urgently escalated and addressed. • Ensured escalations to Service Management, Senior Management, the Business and other key stakeholders were managed appropriately. • Distributed accurate, timely and regular communications to key stakeholders throughout the Major Incident lifecycle. • Fully documented actions taken during an incident and problem investigation and ensured appropriate mechanisms were in place for effective coordination and governance. • Highlighted risks and issues from IT Incidents and Problems. • Ensured regular reporting in place and input was provided/reports were issued within the required timescales. Show less

AS400 Operator

• Feb 2016 - May 2016

Using the platform AS400/iSeries and pSeries Provide 24x7 operations presence for monitoring and maintenance of all systems Ensure all system/application SLA’s are managed accordingly Operational support for iSeries, pSeries and Windows/Linux Servers Using the platform AS400/iSeries and pSeries Provide 24x7 operations presence for monitoring and maintenance of all systems Ensure all system/application SLA’s are managed accordingly Operational support for iSeries, pSeries and Windows/Linux Servers

Shift Leader

• May 2010 - Feb 2016

Act as Incident Manager for overnight major issues Liaise with Incident Management team for resolution of incidents. Using the platform AS400/iSeries Supervise all shift operators in the UK and India Ensure all alerts are managed and escalated Report incidents to the Incident Manager Act as Incident Manager, as part of an on call rota Manage and complete ad-hoc tasks as and when required Supervise work load to co-ordinate activity in the Operations Bridge Manage service deliveries Keep all relevant staff members, including senior management, up to date Accountable for the maintenance of shift handovers, schedules, procedures, operations team standards Project work, participate in audit investigations DR planning and testing Ensuring SLA’s are known and understood Collate KPI statistics Show less

IT Duty Manager

• Oct 2007 - Jan 2011

Initially joined hot desk team - Responsible for Global Managed Services (GMS) customer test and production environments - Customer facing - Manage and operate the CONNECT environments and provide second line support and fault fixing - Gateway log management - Resolution of member issues - Monitoring VMS Trade Registration Systems - Ensure standards and best practice is adhered to Manage team of 9 Incident, Change and Problem management Producing management information, including KPI’s and reports Driving the efficiency and effectiveness of the incident management process Developing and maintaining the incident management system Co-ordinate communication flow and participate in resolution/post mortem meetings Ensuring that all IT teams follow the incident management process for every incident Show less

Shift leader datacentre management

• Apr 2005 - Oct 2006

Feb 2006 - Oct 2006 Barclays Capital – Canary Wharf Position – Shift Leader, Datacentre Services I moved away from Operations into Datacentre Management. Job description: Planning of data centre installs, moves and decomms globally Single point of contact for new requests Responsible for capacity management Ensuring high standards are maintained in all London DC’s and TEC rooms Identification and resolution of issues Facilitate prep work for new installations Co-ordinate datacentre power downs Responsible for all aspects of access to all datacentre’s Apr 2005 – Feb 2006 Barclays Capital – Canary Wharf Position – Senior Operator - Operations Part of 3-man team covering a 12-hour shift pattern Monitoring the 1000 + NT and Unix Servers via HP Openview, Netcool and the Network via Spectrum Cover the out of hours Tech-desk Handle all Incident Management globally Third line support for Omniback application Support the Scheduling team with Autosys Controlled all changes and access to data centres across London Maintain procedures and ITIL standards Show less

Senior Operator, Security Administrator, Server Analyst

• Mar 1989 - Dec 2003

2000 – Dec 2003 Server Analyst - HSBC, London Worked with a team of 12 people, supporting 300 Windows 2000 and NT4 servers, providing 3rd line support Application support Management of backups Management of Sophos anti-virus Monitor servers Good understanding of Peregrine and Remedy Managed the migration of all NT4 and Windows servers into the new building - Liaison with IT departments - Scheduling and shutting down servers - Upgrading from NT4 to Windows 2000 - Reinstalling/upgrading applications and checking server specs - New server builds 1996 – 2000 Security Administrator Monitoring and reporting of Intel and UNIX based servers User accounts and access to platforms Firewalls and users internet permissions Create and investigate access reports via Enterprise Administrator Create and troubleshoot remote access Out of hours support Liaise with senior management and auditors regarding security issues 1989 - 1996 Senior Operator I started in the bank as an off-line operator, progressing to an Operator, Senior Operator, and running a shift of 4 people, responsible for all overnight printing and production. Show less