Aaron Ross Email & Phone Number

Dubai, United Arab Emirates

At Pontoon, we go beyond the traditional to build future-fit workforces for our clients.Backed by the Adecco Group, Pontoon is the preferred architect of workforce solutions that will transform the working world. We deliver MSP, RXO, Services Procurement, Direct Sourcing, Talent Consulting, and Total Talent solutions. We help our customers design their workforces to be fit for the future and exceed their business objectives. We are a people-first organization, committed to… Show more At Pontoon, we go beyond the traditional to build future-fit workforces for our clients.Backed by the Adecco Group, Pontoon is the preferred architect of workforce solutions that will transform the working world. We deliver MSP, RXO, Services Procurement, Direct Sourcing, Talent Consulting, and Total Talent solutions. We help our customers design their workforces to be fit for the future and exceed their business objectives. We are a people-first organization, committed to co-creating innovative and advanced solutions for today’s problems and tomorrow’s challenges.The Technology Business Partner engages with, supports, and in some cases implements emerging technologies within Pontoon’s RPO, MSP and SOW programs. This role is responsible for analyzing the industry trends, sourcing new technologies, partnering closely with Pontoon’s Product Management team to incorporate emerging techs into Pontoon Products. Show less

Dubai, United Arab Emirates

Job Outline:Perform a continuous cycle of service improvement to the production services that is provide to the customers through rigorous problem, service continuity, availability and capacity planning and management. Define and implement Service Level Objectives (SLOs) and ensure the agreed service levels are met.Job duties:• Triage all problems cases that are new or escalated via various channels & manage problem escalations• Analyze incidents/alerts from EMS… Show more Job Outline:Perform a continuous cycle of service improvement to the production services that is provide to the customers through rigorous problem, service continuity, availability and capacity planning and management. Define and implement Service Level Objectives (SLOs) and ensure the agreed service levels are met.Job duties:• Triage all problems cases that are new or escalated via various channels & manage problem escalations• Analyze incidents/alerts from EMS to ensure that potential problems are proactively detected and fixed before they cause business impact.• Utilize analytical skills and tools in order to identify record, trends and analyze all problems that are assigned. Liaise effectively with application support teams and technical teams to ensure all problems are investigated, diagnosed, have root cause analysis performed and permanent fixes implemented within the agreed terms of the SLO ensuring that these are prioritized by severity and impact criticality.• Ensure and verify that all appropriate fields are updated in problem case during its lifecycle• Update the known error database with available interim solutions. Proactively identify potential issues which might become incidents, communicate the same to the application teams• Ensure management update is sent on significant/high problem cases• Ensure that IT understands and utilizes the problem management process• Communicate problem management procedures and working practices and changes to internal standards, processes, procedures and technology• Providing overall problem case reports/status with the use of various metrics • Conducting monthly major problem meetings with senior management Show less

Dubai, United Arab Emirates

Job Outline:Managing the Technical Operations Centre on an operational and administrative level. Ensuring that all TOC services are provided to Emirates Group and External Clients within agreed Service Level Objectives (SLOs) Managing high severity and service impacting incidents while keeping together the integrity of the IT operation. Handling major incidents and escalations from different areas of the business.Job duties:• Manage the staff of the department by… Show more Job Outline:Managing the Technical Operations Centre on an operational and administrative level. Ensuring that all TOC services are provided to Emirates Group and External Clients within agreed Service Level Objectives (SLOs) Managing high severity and service impacting incidents while keeping together the integrity of the IT operation. Handling major incidents and escalations from different areas of the business.Job duties:• Manage the staff of the department by ensuring that all departmental policies are properly met to achieve a consistently high level of service to the customers.• Manage the relevant processes involved across the Technical Operations Centre acting as a process champion and process specialist. This includes but is not limited to the Incident Management Process; the Operational Management process, the monitoring management process and inter department processes.• Managing vendor relations with the Emirates Infrastructure during conference calls• Overseeing the escalation chain and handling of critical & high impact incidents which are directly affecting the business.• Ensure that the assignment of incidents are defined and analyzed inline with the incident management process. Ensure that solutions to incidents meet the quality standards within the Technical Operations Centre area and impact to the business is minimized. Show less

United Arab Emirates

Working in a contact center environment supporting over 50,000 customers by resolving problems raised internally and externally. Ensuring that IT service operations remain within agreed service levels and minimize the adverse impact by proactively identifying and highlighting issues and risks.Job duties:• Receive inbound and outbound calls, resolving incidents and problems to provide a superior service to the customers both internal and external. Ensuring that the service… Show more Working in a contact center environment supporting over 50,000 customers by resolving problems raised internally and externally. Ensuring that IT service operations remain within agreed service levels and minimize the adverse impact by proactively identifying and highlighting issues and risks.Job duties:• Receive inbound and outbound calls, resolving incidents and problems to provide a superior service to the customers both internal and external. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators (KPIs) of the task.• Analyze reported incidents and provide solutions to the customers enabling them to resume their work with a minimum disruption and within the agreed Service Level Objectives, KPIs and targets set.• Coordinate with service providers (vendors) to ensure both the quick resolution of incidents and problems and the smooth running of the departmental and global operations.• Drive Continuous Improvement by proactively identifying & highlighting issues and risks that may impact the services provided by Emirates Group IT• Maintain the corporate data library and carry out regular audits, archival testing and recovery testing to ensure data can be retrieved as per the defined RTOs (Recovery Time Objectives) and RPOs (Recovery Point Objectives).• Carry out knowledge transfer sessions within the team thus encouraging the culture of continuous learning & knowledge sharing.• Provide input to and co-ordinate with technical teams to reduce number of recurring incidents (including security threats), to increase system availability and to reduce business impact in case of system failure as well as provide feedback to improve the automation of root cause analysis within the monitoring tools. Provide relevant feedback to technical, application and project team's developers to ensure fast incident/problem resolution. Show less

Staines

Currently im responsible for delivering a highly customer focused service within a mission critical web based environment. This includes developing a team of Infrastructure Analysts level I and II analysts that can exceed customer expectations both in technical resolution and customer service

Staines

Supporting services for an award-winning IT company providing business-critical application hosting to major brands in the UK to deliver support to millions of users globally; managing +2,000 servers across 4 data centres in the UK and US; collaborating effectively among other departments• Provide frontline technical support to Attenda’s prestigious client base while adhering to the ITIL’s strict incident management and response procedures• Assess severity/priority of incidents, log… Show more Supporting services for an award-winning IT company providing business-critical application hosting to major brands in the UK to deliver support to millions of users globally; managing +2,000 servers across 4 data centres in the UK and US; collaborating effectively among other departments• Provide frontline technical support to Attenda’s prestigious client base while adhering to the ITIL’s strict incident management and response procedures• Assess severity/priority of incidents, log incidents using Ticket system and assign them accordingly to other parties within Attenda’s Operations Support Team. • Configuring and troubleshooting web servers (IIS 5/6/7)• Firewall and VPN troubleshooting• VMWare VSphere 4.0-5.0 Administration• MS SQL 2000, 2005, 2008 Administration and troubleshooting• Work with SQL clusters, Windows Load Balancing (NLB/WLBS), Cisco content switches, IIS 5.0, 6.0 & 7.0 and ASP.net & Com+ applications.• Configuring and troubleshooting clustered servers (Microsoft SQL Server 2000/2005)• Performance monitoring - monitor, diagnose and fix CPU, memory and disk space issues on client servers also deploying fixes and patches to Microsoft based servers• Providing recommendations to clients about how to optimise their systems• Administration and troubleshooting of Windows NT4 Servers, Windows 2000/2003/2008 Servers• MS Exchange 2003, 2007, 2010 Administration / Troubleshooting• Implementing general admin and housekeeping tasks on client servers• Monitoring, diagnosing and fixing backup issues (Veritas Net Backup and Backup Exec)• Hardware knowledge of HP/Compaq DL360 – DL580 Servers, KVM/ IP KVMs.• Generating reports for clients - website usage (Webtrends/Livestats), Bandwidth (Packetshaper) and Network Statistics• Root Cause Analysis on major/recent problems within the infrastructure Show less