Application Operation Manager

• Jul 2022 - Present

Key Responsibilities: 1. Systems Availability: Ensure all systems and services are consistently operational, meeting agreed-upon SLA and OLA standards. 2. Technical Application Support: Oversee and manage first-line technical application support activities, guaranteeing prompt and effective issue resolution. 3. Performance Monitoring: Monitor key systems to ensure they meet or exceed established targets and KPIs. 4. Disaster Recovery: Conduct and oversee disaster… Show more Key Responsibilities: 1. Systems Availability: Ensure all systems and services are consistently operational, meeting agreed-upon SLA and OLA standards. 2. Technical Application Support: Oversee and manage first-line technical application support activities, guaranteeing prompt and effective issue resolution. 3. Performance Monitoring: Monitor key systems to ensure they meet or exceed established targets and KPIs. 4. Disaster Recovery: Conduct and oversee disaster recovery testing to ensure system robustness and readiness. 5. Information Security: Ensure compliance with both internal and external audit requirements concerning confidentiality, data integrity, and recoverability. 6. Project Management: - Define project scopes and develop comprehensive work plans detailing the necessary activities for project success. - Manage and oversee departmental projects, ensuring adherence to the Exchange’s guidelines and quality standards. 7. Budgeting: Contribute to the division's annual budget planning process, ensuring fiscal responsibility and alignment with strategic goals. 8. Governance and Resilience: - Develop, review, and maintain the department’s policies, procedures, and processes to ensure operational integrity and resilienece. Show less Key Responsibilities: 1. Systems Availability: Ensure all systems and services are consistently operational, meeting agreed-upon SLA and OLA standards. 2. Technical Application Support: Oversee and manage first-line technical application support activities, guaranteeing prompt and effective issue resolution. 3. Performance Monitoring: Monitor key systems to ensure they meet or exceed established targets and KPIs. 4. Disaster Recovery: Conduct and oversee disaster… Show more Key Responsibilities: 1. Systems Availability: Ensure all systems and services are consistently operational, meeting agreed-upon SLA and OLA standards. 2. Technical Application Support: Oversee and manage first-line technical application support activities, guaranteeing prompt and effective issue resolution. 3. Performance Monitoring: Monitor key systems to ensure they meet or exceed established targets and KPIs. 4. Disaster Recovery: Conduct and oversee disaster recovery testing to ensure system robustness and readiness. 5. Information Security: Ensure compliance with both internal and external audit requirements concerning confidentiality, data integrity, and recoverability. 6. Project Management: - Define project scopes and develop comprehensive work plans detailing the necessary activities for project success. - Manage and oversee departmental projects, ensuring adherence to the Exchange’s guidelines and quality standards. 7. Budgeting: Contribute to the division's annual budget planning process, ensuring fiscal responsibility and alignment with strategic goals. 8. Governance and Resilience: - Develop, review, and maintain the department’s policies, procedures, and processes to ensure operational integrity and resilienece. Show less

Co-Founder

• Sep 2019 - Present

Application Support Manager

• May 2019 - Jul 2022

Senior Application Support Specialist

• Dec 2017 - Apr 2019

Application Support Specialist

• May 2012 - Dec 2017

Information Technology Application Specialist

• Aug 2011 - May 2012

Application and Technical Support Specialist, Deputy Minister's Office - Ministry of Justice During my tenure in this role, I accomplished the following: 1. Technical Support: Leveraged documented procedures, tools, and manuals to provide comprehensive support on ministry-provided hardware, software, networks, peripherals, and web applications. 2. Problem Analysis and Resolution: Swiftly diagnosed complex technical issues, ensuring timely and effective solutions. 3.… Show more Application and Technical Support Specialist, Deputy Minister's Office - Ministry of Justice During my tenure in this role, I accomplished the following: 1. Technical Support: Leveraged documented procedures, tools, and manuals to provide comprehensive support on ministry-provided hardware, software, networks, peripherals, and web applications. 2. Problem Analysis and Resolution: Swiftly diagnosed complex technical issues, ensuring timely and effective solutions. 3. Client Communication: Established clear lines of communication with clients, setting accurate expectations for issue resolution while maintaining professionalism. 4. Performance Monitoring and Projects: Spearheaded the installation and configuration of standard performance monitoring tools. Contributed actively to technology-driven projects, including hardware and software upgrades. 5. Team Collaboration: Collaborated closely with team members, discussing challenges and deriving troubleshooting solutions from collective insights. 6. Efficiency Metrics Enhancement: Boosted the accuracy of tech support efficiency metrics by uncovering and presenting overlooked factors to Deputy Ministers. 7. Customer Relations: Upheld a professional and courteous approach, even when interacting with frustrated customers. Show less Application and Technical Support Specialist, Deputy Minister's Office - Ministry of Justice During my tenure in this role, I accomplished the following: 1. Technical Support: Leveraged documented procedures, tools, and manuals to provide comprehensive support on ministry-provided hardware, software, networks, peripherals, and web applications. 2. Problem Analysis and Resolution: Swiftly diagnosed complex technical issues, ensuring timely and effective solutions. 3.… Show more Application and Technical Support Specialist, Deputy Minister's Office - Ministry of Justice During my tenure in this role, I accomplished the following: 1. Technical Support: Leveraged documented procedures, tools, and manuals to provide comprehensive support on ministry-provided hardware, software, networks, peripherals, and web applications. 2. Problem Analysis and Resolution: Swiftly diagnosed complex technical issues, ensuring timely and effective solutions. 3. Client Communication: Established clear lines of communication with clients, setting accurate expectations for issue resolution while maintaining professionalism. 4. Performance Monitoring and Projects: Spearheaded the installation and configuration of standard performance monitoring tools. Contributed actively to technology-driven projects, including hardware and software upgrades. 5. Team Collaboration: Collaborated closely with team members, discussing challenges and deriving troubleshooting solutions from collective insights. 6. Efficiency Metrics Enhancement: Boosted the accuracy of tech support efficiency metrics by uncovering and presenting overlooked factors to Deputy Ministers. 7. Customer Relations: Upheld a professional and courteous approach, even when interacting with frustrated customers. Show less