Dave Pucknell Email & Phone Number

London, England, United Kingdom

The prime purpose of my role is to ensure all directorate services are managed and maintained to the highest level, meeting external and internal standards for delivery and processes.While developing excellent working relationships with key senior internal and external stakeholders to ensure service levels are maintained, external contracts provide value for money and meet SLAs, and services can operate and develop effectively. I define and own relationships with other Jisc groups… Show more The prime purpose of my role is to ensure all directorate services are managed and maintained to the highest level, meeting external and internal standards for delivery and processes.While developing excellent working relationships with key senior internal and external stakeholders to ensure service levels are maintained, external contracts provide value for money and meet SLAs, and services can operate and develop effectively. I define and own relationships with other Jisc groups, ensuring a mutually trusted relationship is maintained and priorities set.I work collectively with the service delivery operations manager and senior infrastructure developer to take a holistic approach to ensure the services are supported, maintained and operated at the highest professional levels ensuring a reliable, efficient and high quality service is delivered to our members.Key tasks include ensuring the services meet service level targets, managing the roadmap of new features, reviewing customer feedback and ensuring the services meet users’ needs, and ensuring the team follows all relevant processes and procedures.I am responsible to ensure internal processes required to provide services in an efficient, reliable and timely manner are in place. This includes ensuring end-to-end support and consultancy services are working well. Show less

London, United Kingdom

Responsible and have full ownership for a continual developing live service of the Jisc Open Research Hub.The primary contact for all customers relating to all aspects of the service. Managing the helpdesk, and ownership of incident management life cycle. Represented Jisc at eventsMy initial task at Jisc was to create the service management platform for this new product. This started off as a blank slate and all aspects of service management needed to be created. This included… Show more Responsible and have full ownership for a continual developing live service of the Jisc Open Research Hub.The primary contact for all customers relating to all aspects of the service. Managing the helpdesk, and ownership of incident management life cycle. Represented Jisc at eventsMy initial task at Jisc was to create the service management platform for this new product. This started off as a blank slate and all aspects of service management needed to be created. This included all processes and procedures.Defined and created is the support model. Including how resources are allocated. The escalation process. Reporting and monitoring.The documentation for the service was created using ITIL principles and methodology. SLA, OLA, Change process, Incident management, KPIs, Maintenance Schedule, User access management. Supplemental documentation was created for customer facing needs. This included information on Service availability, Support process, ISMS (ISO27001 and ISO9001), Processes for security breaches, Data security, Backup (RPO and RTO), BCM, GDPR, Management of Risk. I lead the project through the ISO27001 certification and also ensuring that the service is run in accordance with ISO27001. Work with Information Security and own the ISO 27001 process. We achieved the ISO27001 certification in a short time frame. Show less

Primary technical liaison between clients and third party suppliers to ensure maintenance and delivery of service levels to meet business expectations. Ensure resolution of all issues and problems through mature incident, change and problem management processes. Responsible for the successful delivery of services provided to nominated customers under Managed Services Agreements.This role includes day-to-day operational management of end-to-end Service Delivery to ensure achievement of… Show more Primary technical liaison between clients and third party suppliers to ensure maintenance and delivery of service levels to meet business expectations. Ensure resolution of all issues and problems through mature incident, change and problem management processes. Responsible for the successful delivery of services provided to nominated customers under Managed Services Agreements.This role includes day-to-day operational management of end-to-end Service Delivery to ensure achievement of Service Level Agreements, resolution of issues impacting individual and overall team performance and customer satisfaction. Tasked with multiple projects to lead to improve the clients’ environment.Responsible for the scope, contract management, integration and delivery of application development and infrastructure projects across a suite of critical Hewlett Packard Enterprises Helion Virtual Private Cloud production systems. Full lifecycle Programme Management experience, including hardware installation, software installation, software/hardware testing, user acceptance testing, release to Business as Usual, Service Management and Continual Improvement.Client Capability Lead, accountable for development, transformation, implementation, and support for multiple enterprise platforms and solutions. Devise and execute IT strategies in alignment with organizational objectives. Direct support teams located in Asia, Europe and the Americas, through all lifecycle phases. Identify business requirements to develop infrastructure solutions. Manage production support at European data center operations. Ensuring all deliverables are met. Show less

Currently the SDL for a number of clients. This consist of a mix Public Sector and Private sector. All covered by NDAs, and high security requirements.Consulting Engineer serves as technical lead, supporting and implementing a customer’s application infrastructure. Central technical point of contact for all technical aspects. Deep understanding of customers infrastructure requirements and the current implementation.Strong understanding of cross platform administration and large… Show more Currently the SDL for a number of clients. This consist of a mix Public Sector and Private sector. All covered by NDAs, and high security requirements.Consulting Engineer serves as technical lead, supporting and implementing a customer’s application infrastructure. Central technical point of contact for all technical aspects. Deep understanding of customers infrastructure requirements and the current implementation.Strong understanding of cross platform administration and large scale, distributed systems environments.Deployment of large scale, business critical application infrastructure.Network configuration and troubleshooting on large IP networks.Understanding of modern IT production data centre and Internet hosting operations.Understanding of major Internet infrastructure pieces (Switches, Routers, Firewalls, Load Balancers) and High Availability (HA) Internet architectures.Experience in deployment and administration of Application and Web technologies.Understanding of OPsware tools and process.Technical Lead for various high profile projects. UK Security cleared. Primary technical contact for a number of very demanding clients in various industries (Governments, Banks, Insurance, Petrochem, Manufacturing, Retail) who expect an exceptional level of service. Providing a mix of managed server and managed infrastructure with zero down time. Utilising a mixture of high availability technologies (GTM, LTM, HA) and multiple data centres. Successfully survived multiple DDoS attacks with minimal service disruption. Show less

Stockley Park

Technical Lead in a dynamic team which managed HP EMEA Webhosting, Server Farm Infrastructure and its services. The role involved offering technical solutions to proposed projects through to implementing, reviewing and supporting infrastructure solutions. HP Webhosting was part of a cohesive but leveraged model which involves various infrastructure teams. Post implementation activity involved support of Server Farm Infrastructure, technical leadership in problem solving and application… Show more Technical Lead in a dynamic team which managed HP EMEA Webhosting, Server Farm Infrastructure and its services. The role involved offering technical solutions to proposed projects through to implementing, reviewing and supporting infrastructure solutions. HP Webhosting was part of a cohesive but leveraged model which involves various infrastructure teams. Post implementation activity involved support of Server Farm Infrastructure, technical leadership in problem solving and application support.Additional accountabilities include Solution Design and Architecture for web services, this involved defining the solution and devising architecture Diagrams, understanding Cost Models, resource demand and allocation and identifying and mitigating risks for customer solutions.● Under minimal direction, employed multiple speciality disciplines such as systems infrastructure, application knowledge and business systems in Pre/Post Project work.● Provide technical leadership to others on network designs, platform sizing, infrastructure system design and application of new technologies.● Responsible for the coordination/accurate completion of application deployment ensuring end to end network connectivity.● Documenting functional design and operational guides for the use in the event of application failure. Show less