One of my many aspects of the role was protecting the production environment in the event of any high severity incidents. The focus of that role was to minimize any outage times in a safe and effective manner, restoring service as soon as possible. • Ensuring stability of applications by proactively monitoring and engaging vendors before business is impacted. • Representing the Director of IT Operations and Digital after hours• Coordinating Incident Management / Change Management & Problem Management out of hours• Challenge and refine operational practice and process.• Reviewing / endorsing all business impacting IT changes• Building and maintaining close relationships with Vendors • Incident / Problem & Change escalation where required and after hours.• Communications and status updates to the business, managers and executives.• Maintaining and creating documentation. • Reporting as required.• Drive a customer centric culture focused on delivering an outstanding service experience.• Motivating and coaching of other teams within IT Operations• Attending and contributing to the Chage review board (CAB) each week• Attending and contributing to and adhoc requests for changes during embargos or product launches.• Managing the shift and prioritizing incidents.• Continuous process improvement.• Monitoring and responding to alerts of business critical applications.

As an Incident Management I am to restore normal service as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained.● The coordination of multiple parties to ensure prompt resolution/ restoration and ensure SLA’s are met.● Building relationships with Vendors● Organising and chairing conference calls with multiple parties including vendors / business partners and application owners. This can be up to 40 participants and include international support groups. Multiple calls can be organised for a single incident including an assessment bridge, technical bridge, status updates and resolution. ● Following up directly with vendors / business partners to ensure that action points from conference calls are delivered on time. ● Incident escalation where required.● Ensuring that the incident docket is kept up to date by the support groups.● Communications and status updates to the business, managers and executives.● Liaising between the Business and IT.● Ensuring that problem dockets are raised for all incidents managed by the incident management.● Out of hours Change Management.● Maintaining and creating documentation. ● Impacting and reporting as required.● Motivating and coaching of team members

• Client liaison to ensure problem, incident & change management are dealt with in a timely & effective manner to achieve customer satisfaction. This includes ownership of all High Impact tickets and the coordination of multiple parties to ensure resolution. • Ensure escalation procedures are applied. • Provide Daily Status Reports to management.• Ensure maximum production control and Online Service levels agreements and KPIs are being met. Setting KPIs in our department and helping to establish SLAs for new services.• Dealing with multiple 3rd party vendors / Business Partners both locally and internationally on a daily basis. This includes building relationships, monitoring SLAs and conducting weekly meetings with business partners. Provide weekly reports to Business Partners. Establish and conduct Service Improvement Plans where necessary. • Project work as requested which includes rollouts, giving presentations to the organisation. Working with the Operations Analysts. Training affiliate Helpdesks with procedure changes. • Provide mentoring, supervision, coaching & training for customer services staff in an ever changing environment. • Batch scheduling & customer liaison for batch requirements & online requirements.• Monitoring of all hardware & software via monitoring tools. Responding to alarms & escalating as required. • Create and Maintain Operational Procedures. • Perform Job Interviews, training schedules and performance reviews. • Helpdesk / Customer Service “Follow the Sun” 1st and 2nd level support to international customers (in excess of 40,000 users globally).• Creating and maintaining the shift roster for 21 staff. • Tape library management. • Ensure Change Management process is adhered to, attend weekly change meetings.• Communications to the business globally regarding outages, upgrades and incidents. • Assist with both Internal and External audits & ensure SOX compliance is adhered to.• Continuous process improvement

• Client liaison to ensure problem determination and resolution are dealt with in a timely and effective manner to achieve customer satisfaction. • Provide Daily Status Reports. • Ensure maximum production control and Online Service levels are being met. • Provide supervision, coaching and training for Operations staff in a Multi CPU / Platform environment.• Batch scheduling & customer liaison for batch requirements and online requirements.• Ensure escalation procedures are applied where necessary.• Create and Maintain Operational Procedures.• Ensure backups are successful across multiple platforms.• Perform system restores and transaction traces on behalf of customers.• Perform Staff Appraisals• Perform Job Interviews and provide assessment to management • Tape library management. • Coordinating system maintenance with external vendors