The fundamental remit of my role is to protect production services from being impacted by major change/transformation programmes by utilising tried and tested assurance and Implementation procedures and tools. Utilising these methods through collaboration with Run and Change communities to ensure control is in place for major events/implementations.Technical Assurance - ensure the traceability and viability of major programme deliverables (ie End-to-end design and change sign-off to ensure target output is ‘Fit for Design’ and ‘Fit for Production’.Implementation Assurance – Championing best practices and processes within Technology: delivering against a defined process, (incl. training, admin and continuous development) and rolling out the strategic implementation toolset.Major Programmes - interface between the Run and Change community. Provides a ‘holistic service’ to programmes, including SPOC for programmes to access other TI services and access to Run the Bank SME knowledge Implementation & Recovery – Provide consultancy on Programme recovery as well as hands on support in order to quickly turn around a ' Return to Green’ plan that can be executed and owned again by the programme. Implementation recovery when required to protect production service.

Service Operations Manager (SOM) responsible for the day to day running of Service Operations, encompassing Incident, Recovery and Problem Management for all major technology incidents. single point of contact for all global service issues or threats to service, responsible for maintaining an overall view of service and providing escalation and communication to senior stakeholders within technology and the business. Key tasks and responsibilities include• Driving the direction of service impacting Incidents and recoveries to successful resolution.• Provide decision making and articulate rationale on the best course of action regarding incidents to the Head of service Operations and Service Delivery and ensure all major incidents are communicated to the CIO community and Incident Management Services.• Drive the review of outstanding incidents to ensure recovery, risk mitigation and root cause actions are captured to prevent further reoccurrence. • Chair / Host service reviews with key interfaces across technology to drive service issues and improvements, including chairing the Daily Service Review.• Recovery Management of high priority service impacting incidents.

Key responsibility was the management and timely resolution of priority 1 and 2 service impacting incidents achieved by managing and driving virtual teams from across multiple internal and external support areas from inception of recovery to resolution.

Progressing from a junior operator to senior in the space of three years key responsibilities were the monitoring of key technology systems 24*7 and execution of first level recovery actions. During this time I gained excellent experience across various platforms including UNIX, windows and AS400. I also provided support of voice and data networks and the UK’s largest ATM network.

Responsible for transitioning a functional operations centre supporting critical banking systems for 23 countries from Amsterdam to Edinburgh. key tasks included initial discovery phase, liaising directly with HP, providing updates to colleagues of all levels, planning user access, confirming connectivity and building two new work spaces to accommodate the additional work load, Overseeing knowledge transfer activity and ensuring everything was in place for parallel monitoring phase and go live dates. This aspect of the project was successfully delivered in June 2011, on time and with no impact to service for any of the 23 systems moved