Manage escalations by leveraging advanced knowledge and directing effort of the team. Analyse code defects and propose fixes to help our customers. Provide customer-specific, timely fixes for critical issues to provide intra-release fixes to our customers.Input into business process management of the new unit to enable transition of skills to and from engineering, and develop a mentoring/ upskilling framework to allow career growth of the team.Identify areas for automation / knowledge transfer to customersAll this enables our customers to get their issues resolved at pace, and for us to scale to growth and greater productivity and profitability

Responsible for directing a team to put out great, timely customer-focussed releases and effective advanced troubleshooting to help our colleagues deliver an amazing service to our great customer base. Focussing on AM web and java agents.

Bug fixing, release & QA process automation, handling escalated tickets for the ForgeRock AM Web Policy Agent (written in C). This has involved over last 12 months pioneering what has led to a Jenkins multi-platform pipeline based process for sustaining patch releases which have led to patches being available from the main downloads site rather than by customer request. Now the latest sustaining patch is the front page version on backstage.forgerock.com.Aiding rolling out and testing via automatic functional test suites on most platforms.Both of these involved a large amount of collaboration with other Support and Sustaining Engineers and Engineering teams to enhance product quality.Other responsibilities include:• Internal reproduction of customer problems to identify the root cause, and enable the development and testing of a resolution• Developing/coding/testing resolutions to customer problems, working with engineering to ensure they are integrated into ForgeRock’s Access Management products• Participation in escalation calls to brief customer management on support cases and assist in the creation of action plans aiming to solve customer issues• Responding to requests for assistance from ForgeRock customers, communicating with them to help identify and resolve technical issues with ForgeRock’s AM products.• Assisting in the planning, prioritization, and quality of Sustaining maintenance releases.• Developing customer-facing support documentation to summarize common support issues and contribute to the self-support materials available to customers• Provide regular feedback to development, highlighting gaps in functionality, usability issues, and general level of serviceability of the product• Lead and drive discussions with Support & Sustaining teams and interfacing groups in the organization to influence positive changes to the process, resolve issues efficiently and mentor others to meet company goals

Supporting Identity and Access Management Software (Largely OpenAM and OpenAm Web Policy Agents.Sustaining (patch creation and advanced support) for Web Policy Agents

Supporting the applications TIBCO AMX BPM and TIBCO iProcess Engine. This includes some work on ActiveMatrix Platform, iProcess Technology Plug-ins, iProcess Decisions and iProcess Analytics, BusinessWorks Service Engine, BusinessWorks,. Databases and Platforms involved are Oracle/SQL Server/DB2 and Linux/Windows/AIX/HP/Sun.Support tools which I use include jconsole, jvisualvm,Eclipse for java as we need to test code against our apis and and SOAPUI.

I support TIBCO iProcess Suite and its interactions with other TIBCO products such as BusinessWorks, Business Studio, EMS and General Interface and partner products such as iProcess Decisions and iProcess Analytics.

Supported Tivoli Workload Scheduler, MQ Websphere, The RAC websites (including servlets), LDAP user management and issues on a very busy infrastructure.

IT Manager for Windows NT based network on three sites. Web Manager, VB/SQL Server integration, Exchange 2000.

Student Placement - C++, testing, Access base programming, websites, backups.