Adrian O’Neil Stephen Email & Phone Number

Amsterdam, North Holland, Netherlands

I am responsible for operations and overseeing and providing top-tier support for Jira within the EMEA region. My role involves managing a high-performing team of technical support engineers, their growth, and day-to-day operations, and ensuring that our customers receive the best possible assistance with their JIRA products and services.

Amsterdam, North Holland, Netherlands

Amsterdam, North Holland, Netherlands

Kuala Lumpur, Kuala Lumpur, Malaysia

- Work closely with global support teams and developers from other geo-locations. - Handle internal escalations by support engineers for complex issues towards resolution.- Manage a small team of 4 support engineers which includes assisting them with day to day operations, growth, mentoring & other business strategies. - Conduct technical & soft-skill training for support engineers. - Perform case reviews on tickets to improve the quality of both troubleshooting and communication skills. - Successfully mentored new support engineers & senior support engineers from the KL, Amsterdam & Bangalore offices. - Improve and create Standard Operating Procedures ( SOP ) and best practices & Knowledge-based articles. - Conduct technical interviews and assists with hiring new talents. - Support software environment with Java/J2EE/JVM troubleshooting- Experience with MacOs, Windows and Linux- Familiar with database concepts and worked with Oracle, SQL Server, MySQL or Postgres databases. - Help administrators configure different technologies including proxies (IIS, NGINX, SSL), load balancers, Tomcat, Apache, LDAP, AWS, Docker- Highly experienced with Atlassian suite ( JIRA Core, Jira Software, Jira Service Desk )- Great customer communication skills. - Strong troubleshooting and analytical skills.

Kuala Lumpur, Malaysia

- Working with our customers to quickly resolve any web application issue within the Atlassian stack. - Empathising with our awesome customer base to help them in tricky situations. - Finding and reporting bugs to our development team. - Working together with the global team to solve customer facing issues.- Continually improving our processes and documentation.- Sharing knowledge on solution so customers only face problems once

Penang, Malaysia

Data Analytics and Reporting • Working with Business Intelligence tools • Work closely with key business stakeholders to identify, extract and analyze key business data to solve business issues. • Facilitates the capture business reporting requirements and ability to validate requirements through rapid prototyping. • Work closely with Aerospace Reporting team to build out reporting and dashboard solutions. Capture of High Level Requirements and Business Case Development • Advises, suggests, and assists business leadership in defining technology needs and planning the development and implementation of strategic solutions. • For new business initiatives, articulates critical to quality (CTQ) requirements and translates into conceptual solution options/alternatives with existing and/or new applications/technologies. • Collaborates with business partners on the identification of benefits and financial return of opportunities proposed. • Collaborates with the Aero IT Build and Run teams for resource planning, cost estimating, and development of integrated Information Technology projects with strategic and tactical management plans. Formally documents business cases and drives through AOP and IT Investment governance processes. Prepares project charter for project execution team and formalizes the project scope. • SLA negotiations with internal technology teams. Project/Program Management • Lead global projects and/or programs through the IT deployment lifecycle.• Develops and communicates project plan, schedules, cost, and progress. System Integration • Works with business customers, business analysts, and team members to understand detailed business requirements that drive the analysis and design of technical solutions. • Supports the design, analysis, implementation and testing of software systems - with an emphasis on SAP.