Maintenance Manager
Glasgow, Gb
Shortly after my return to Glasgow from Australia, I was promoted to a managerial role and completed an ILM certification in management. During my time as Support and Maintenance manager I oversaw many significant changes in the department. Initially I was responsible for a 16 strong team working between India and the UK, regularly visiting our Hyderabad office. I was responsible for managing our custom built ticket tracking system, providing updates and fixing coding issues.Prior to my return, the UK team were required to do shift work in order to accommodate the Australian market. I identified this as a key factor in high staff turnover and put a business case together, hiring more staff in Australia. This allowed me to remove the night shift working from the UK team, improving morale and retention of staff. Subsequently, I oversaw the restructuring of the department into separate Support and Maintenance teams. This reallocation of resources allowed the Support Team to focus on more timely updates to clients and after a successful handover process I was able to head up the more technical, Maintenance team, focusing on addressing coding issues. I also played a key role in the implementation of Jira Service Desk into the business, helping to create and maintain workflows as well as upgrading all of our existing clients onto the new system and overhauling our SLAs. I was also instrumental in Improving our documentation through the use of confluence.