Ben Mawdsley Email & Phone Number

Fareham, Gb

Fareham, Gb

Southampton, England, United Kingdom

Leads service and routine events within an IT Service Operation Centre environment on a shift basis to ensure full 24 x 7 coverage • Analysing Service Monitoring dashboards, the IT Operations Analyst will proactively identify potential service impacting events / thresholds and drive timely resolution to minimise impact.• Respond effectively and efficiently to all alerts via dashboards and event triggers.• Responsible for recovery of priority and major incidents, including active management of Quilter’s supplier partners and management of both IT and Business stakeholders.• Lead on escalation of lower severity IT incidents to support the Service Delivery Managers and their business units.• Produce accurate reporting of KPIs and trends to the Duty Service Managers.• Collate and compile Post Incident Reports within agreed timescales.• Provide oversight of significant change execution, and communication with agreed Stakeholders.• Review and approve change requests (where appropriate).• Support ITIL Service operations disciplines whilst on shift, which could include, Incident, Change and availability management.• Service improvement, through proactive problem management activities.

Southampton, England, United Kingdom

Part of the Duty Service Management team, working in an IT Service Operations Centre environment on a shift basis to ensure full 24 x 7 coverage of Quilter's infrastructure.• Using Service Monitoring, the Duty Service Manager will identify service impacting issues across Quilter Business Units and drive timely resolution to minimise impact.• Manage all major incidents, including active management of Quilter’s supplier partners and management of both IT and Business stakeholders.• Accountable for War Room invocation and management throughout major incident lifecycle. Ownership of supplier partner participation. • Manage escalated lower severity IT incidents to support the Service Delivery Managers and their business units. • Produce accurate and timely service reporting information for management and executive stakeholders.• Compile and distribute Post Incident Reports within agreed timescale.• In conjunction with change management, own the forward schedule of complex change.• Provide control and oversight of complex (non project) change execution, and communication with agreed Stakeholders.• In conjunction with problem management, ensure root causes are identified and permanent resolution plans are implemented to protect service. • Service improvement, through proactive problem management activities.• Contribute to the Continual Service Improvement (CSI) of Major Incident process and IT Service Operations service monitoring. • Management of all risks and controls associated with Major Incident Management Process.

Southampton, United Kingdom

• Successfully manage the technical & business IT operations of two Investment trading platform via my team. • Provide technical expertise / oversight and guidance across two diverse platforms always considering the customer outcomes and partnering our suppliers. • Produce accurate and insightful reports that ensure the information provided to stakeholder is purposeful and influences service improvements.• Via trending and problem management skills, coupled with astute business knowledge, able to identify and respond on enterprise wide themes that generate service improvements for a sustainable future (removing demand waste). • Lead on tactical and strategic initiatives to expand the support services capabilities.• Consult and support projects to enable them to achieve the desired outcomes that underpins the Quilter values via stronger together.• Build, maintain and leverage strong relationships with key stakeholders, business units and partners.• Consult in the Change Management process when required.• Using exception management, alerting failures to global support teams and influencing the outcomes to avoid customer impacts. • Orchestrating major incident management across global infrastructure and platform teams to efficiently drive out restoration of service. • Design & define automated solutions for Operational overnight processing. • Participate in external and internal annual and quarterly Audits.• Optimizing Support process within, and independently, to Service management tools. • Coaching and building a team of competent platform specialists.

Southampton, United Kingdom

• Monitor and support batch processes to ensure the smooth running of the SIS investment trading platform.• Provide 24/7 first-line standby/support for production environments.• Consult and support projects to enable them to achieve the desired outcomes that underpins the Quilter values via stronger together.• Share better practice with colleagues.• Develop and introduce a range of service improvements aligned to increased automation and decreasing business demand on the SIS Application Support team.• Consult and support the business when required on technical issues surround the SIS platform.

Fareham

• Complete product demonstrations both web based and on customer sites.• Install and configure security solutions onsite or web based where appropriate.• Train customers on security solutions that have been purchased through ITSE providing both technical and service desk level training.• Work with the sales team to provide technical product demonstrations to customers.• Liaise with vendor support for product bug fixes and known issues.• Understand the tools used by Ethical Hackers/Penetration Testers.• Assist and review with the completion of pre-deployment documentation.

Southampton, United Kingdom

• Produce accurate and timely management information.• Produce, analyse and interpret a variety of statistical HR and Payroll management information.• Share best practice with other Capita Workplace Services teams.• Manage the day-to-day running of the Southampton E-HR team.• Provide a point of escalation for HR Pay teams and provide advice and guidance to Line managers.• Report issues and recommendations regarding effective delivery of service levels to Management team.• Provide assistance/cover for E-HR Developer responsibilities when required.• Gather requirements with colleagues for system improvements.

Southampton, United Kingdom

• Maintain Payroll system background and set up hierarchy (ResourceLink and MyView).• Maintain, support and provide training for HR Systems including Microsoft Dynamics CRM 4.0 and Firmstep Achieve Forms. • Maintain and develop the HR Pay Online Services intranet site (Tridion CMS).• Assist with reviews of HR Pay business processes and developing new procedures for business efficiency gains.• Provide Management Information reporting for Capita & Client.• Provide technical support to HR Pay team members and over 3000 client employees (Schools and Local Government).

Southampton, United Kingdom

• Supporting, testing and developing business critical systems using Microsoft Access (97 and 2003), Excel 2003 and Visual Basic 6 using the waterfall lifecycle model for all new software developments.• Providing End User Computing support and development on internal tools.• Providing technical support on our AS400 and other internal systems.• Managing and supporting ad hoc projects within our Customer Services Division.• One of five publishers for the UK Intranet system using FrontPage 2003 and EpiServer CMS 5.1.• Providing regular and ad hoc management information on productivity, capacity and service level agreements to senior management.• Participating in pilot groups for new software released within Skandia (licensed products and in-house systems).

Southampton, United Kingdom

• Support the rollout of Windows XP to over 1000 staff based around the country.• Maintain Active Directory• Maintain Axios Assyst with new hardware/software• Upgrade existing hardware when necessary to comply with minimum specifications of the operating system and/or additional software.• Installing new hardware• Install ad-hoc software/hardware on request• Providing third line IT support• Support the team of 7 additional analysts on the general running of the area, dealing with requests in a timely manner and within the agreed service level agreements.

Southampton, United Kingdom

• Provide first line support to Skandia’s clients and Financial Adviser’s in relation to our online services.• Maintaining user accounts adhering to the Data Protect Act.• Test new services prior to launch dates ensuring they run smoothly and efficiently.• Deal with any other forms of communication within the appropriate service level agreements.• Provide technical support to other users on Intranet/Extranet

Southampton, United Kingdom

Southampton, United Kingdom

C)Pte - Certified Penetration Testing Engineer

Ilm Level 3 Award In First Line Management

Nvq Level 3 Business Administration