Promotion from previous role with added responsibility for enterprise monitoring and service desk support following a merger with the Systems Monitoring and Service Desk Support teams. This created the Service Automation & Assurance team. Toolsets absorbed through this merger included Nagios, Nastel Autopilot and CA Service Desk, which were used alongside the existing enterprise automation toolset, Control-M > 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀• Ultimate responsibility for business-critical systems running 200k+ daily batch executions across 10k+ daily batch processes and monitoring across 2000+ hosts in both a production and non-production environment• Line management, including regular 121’s and appraisals with team members• An escalation point 24/7, providing 3rd line support and guidance to team members where required.• Involvement in projects from an early stage to ensure designs and solutions were feasible• Change Advisory Board Assessor, ensuring all changes met requirements before being progressed for approval• Regular investigation of new technologies, including attendance at seminars such as BMC Exchange.• Engagement with management at all levels as part of a daily review of service impacting issues• Preparation of weekly and monthly stats and performance packs for senior management review• Maintained and continually developed relationships with various 3rd party suppliers and software vendors both over the phone and in person> 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀• Planned and led several ITSM infrastructure upgrades, including the business-critical enterprise automation platform, Control-M• Creation and progression of a rolling maintenance roadmap, ensuring all toolsets were patched and upgraded where required whilst being primed for peak sales periods• Sole remaining team member for the final eight months of the company, heavily involved in wind down operations that included the decommissioning of key systems in a phased and managed approach

Promotion from previous role to lead a team of Workload Analysts in the design, development and delivery of enterprise-wide automation and scheduling solutions utilising the BMC Control-M Workload Automation suite of products.> 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀• A hands-on approach with all toolsets whilst having overall responsibility for the team.• Line management, including regular 121’s and appraisals with team members.• Engagement with management at all levels as part of a daily review of service impacting issues.> 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀• Planned and led the re-platforming and migration of the enterprise automation environment.• Creation of an Engagement Process, ensuring the team were involved in projects from an appropriate stage with outputs that included an initial ‘Statement of Work’, ‘High Level Design’ and ‘Low Level Design’. This process was soon adopted by other teams.

Promotion from previous role, the first member of a newly created team to design, develop and deliver enterprise-wide automation solutions utilising the BMC Control-M Workload Automation suite of products. Additionally, to provide 24/7 support for the environment and all automation solutions.> 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗲𝘀• Engagement with management at all levels as part of a daily review of service impacting issues.• Provision and ongoing administration of support documentation for all automation solutions.• Participation in 24/7 callout rota supporting Control-M and all automation solutions.• Planning for and participation in bi-annual Disaster Recovery exercises, ensuring Control-M was recoverable.• PowerShell, Bash and SQL scripting where required.> 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀• Founding team member and responsible for the planning, installation and configuration of Debenhams entire Control-M infrastructure. • Planned and led the upgrade of the Control-M environment from version 7 to version 8• Development and delivery of numerous large scale automation solutions utilising a combination of Control-M and Tibco MFT. Most notably, for the ‘Single Customer View’ system, which allowed Debenhams to target marketing at specific customers.

Promotion from previous role to take full responsibility for the shift and all issues that arose, engaging with stakeholders during major incidents.> 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀• Ensured batches completed on time and operator workload was sufficient and sustainable.• Took ownership of all issues, ensuring support and escalation procedures were followed.• Participation in 24/7 callout rota supporting the Operations team.• Quarterly rotation with fellow Senior Operators working office hours, fulfilling an ‘Operations Analyst’ role.• Delegation for the Operations Manager when they were out of office.> 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀• Performed a Proof of Concept of several enterprise automation packages. This led to assisting with the business case on both a financial and technical level to purchase and subsequently roll out the BMC ‘Control-M’ automation suite.

1st Line Operational accountability on a 24/7/365 shift basis working and interfacing with Service Management, employing ITIL protocols in Incident Management, Problem Management and Root Cause Analysis.

Part of a help desk team who were the first point of contact for a userbase of approximately 20,000 head office and retail users

To assist and advise Debenhams customers over the telephone