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With over 22 years of experience in the IT industry, I am a seasoned and versatile Defect Manager who has successfully delivered multiple projects in the banking sector. I have a strong background in the entire software development life-cycle (SDLC), from requirements gathering to testing and deployment. I am also proficient in data analysis and reporting, using tools such as PowerBI, SQL and Excel to generate insights and solutions.As a Defect Manager at HSBC, I managed the defect resolution process for several high-profile work-streams, ensuring quality standards and compliance requirements were met. I worked with remote engineering teams, business users, and stakeholders to coordinate testing activities, troubleshoot issues, and implement improvements. I also supported the service delivery function, providing help desk support and incident management. As a result, I contributed to the successful launch of new services and the enhancement of existing ones. Previously, I held similar roles at Royal London and DJ IT Consulting Ltd, where I also demonstrated my leadership, communication, and problem-solving skills. I am passionate about IT and always eager to learn new skills and technologies. I have obtained multiple SAS certifications to enhance my data literacy and visual analytics skills. I also have a HNC in Electronics and Instrumentation from the University of Bradford. I am looking for my next challenge in the IT sector, where I can leverage my expertise and experience to deliver value and innovation.
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Defect ManagerHsbc Jul 2021 - Aug 2022United Kingdom -
Defect ManagerRoyal London Jun 2020 - Jul 2021Edinburgh, Scotland, United Kingdom -
DirectorDj It Consulting Ltd Apr 2015 - Jun 2020Haworth, West Yorkshire, United Kingdom
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Project Incident/Defect ManagerThe Co-Operative Bank Plc Jan 2019 - Aug 2019Manchester, United KingdomThe Co-operative Bank are a UK retail and SME Bank that’s distinguished by co-operative values.● Managed a team of 12 application analysts on the Desktop Transformation Project from Windows XP to Windows 10.● Implemented a Defect Management process for the programme.● Designed and maintained MI for the Testing and Defect elements.● Managed all new EUC and Application defects, assigning to technical resource and driving to resolution.● Liaised with the BA team, Testing and business users to produce test cases.● Over the course of the project I managed over 850 applications into the Windows 10 environment a number of whichinvolved a third party supplier and were highly complex in nature -
Incident/Defect ManagerLloyds Banking Group Jan 2017 - Oct 2018Halifax, West Yorkshire, United KingdomLloyds Banking Group plc are a financial services group with millions of UK customers and a presence in nearly every community.● Setup, managed and chaired daily defect calls with QA, development and environment resource to discuss defect progress.● Ensured all project governance and reporting was adhered to and defect updates were applied in line with defect management best practice.● Successfully managed the Pega Rep Access project from SIT and through Warranty, managing an average of 10 defects perday and over 15 warranty incidents. This involved dealing with a third party and off-shore QA teams.● Supported the VCR project through SIT and UAT. This was a mandatory regulatory change with very tight delivery schedules. This involved dealing with Visa and a third party supplier delivering a cloud solution for Pega. Over the course of the project 335 defects were managed through to resolution.● Supported a major change to the HR systems and processes for the Digital Colleague Journey project across the SIT phase. This involved liaison with on-shore and off-shore technical colleagues, international teams, business teams and a number of third party service providers. I was responsible for designing and building the daily test execution report, defect report, business area reports and ad-hoc reports using data extracts from ALM and Excel. I successfully managed over 1500 SITdefects and process changes. -
Defect ManagerRoyal Bank Of Scotland Business May 2016 - Aug 2016Edinburgh, United KingdomThe Royal Bank of Scotland is one of the retail banking subsidiaries of The Royal Bank of Scotland Group plc, together withNatWest and Ulster Bank.● Provided defect management for SIT, UAT and PROD within Finance and Treasury test streams of the Williams and Glynn separation project.● Produced daily, weekly, monthly and ad-hoc defect reporting, analysis and summary.● Conducted a review of the defect management process and redesigned to decrease time to fix with more robust lines of communication.● Conducted daily defect triage meetings, identifying stakeholders, organising attendees, escalating continued non-attendance and producing supporting documentation, both defect analysis and defect summary.● Worked with stakeholders to develop ‘Fix Plans’ for specific defects that were particularly complex, requiring input from several resolution resources.● Prioritised issues taking into account the impact, severity and the test schedule ensuring relevant resolution teams were engaged and assisting with resolution. -
Project Defect AnalystThe Co-Operative Bank Plc Mar 2013 - Apr 2016The Co-operative Bank are a UK retail and SME Bank that’s distinguished by co-operative values.●Provided project support and defect management for a major change programme involving infrastructure and business change.● Provided non-production defect management and escalation for all in-test services.●Produced MI for both project teams and the service desk to evaluate impact on services, project status/progress and defect analysis.●Produced user documentation for new services and process documentation for testing and resolution teams to improve non- production service delivery.
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Project Technical AnalystThe Co-Operative Bank Plc Oct 2013 - Mar 2014ManchesterThe Co-operative Bank are a UK retail and SME Bank that’s distinguished by co-operative values.●Represented the service desk during service testing and transition of new services to enable the seamless integration in to BAU support.● Refined the change and incident management process within the team.● Monitored any new services during testing and warranty phases to capture service 'bottle necks' and potential risks prior totransition.●Liaised with the service desk to provide training and overviews of new services and to ensure that all analysts have the knowledge to effectively support new or changed services.
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Sme New Business ManagerTransactor Global Solutions Ltd. Oct 2009 - Sep 2012HalifaxTransactor was a leading supplier of software for the insurance industry until their acquisition by OpenGL● Managed a 9 man team which included the Service Desk, the Release and Configuration team, a team of support developers and a web designer.● Planned, implemented and developed the Support Helpdesk and Support services infrastructure at the support centre in Halifax● Ensured that the SME Project Team exceeded SLA via analysis of KPI and the production of M.I statistics. Lapses were investigated and Service Improvement strategies implemented.● Managed defects/incidents during implementation and ensured all issues were resolved prior to go live.● Developed processes and procedures to ensure that time to implement was reduced and introduced economies of repetition to streamline projects. This reduced the design and implementation for our SME clients from 6 months+ to 8 weeks.
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Customer Services ManagerTransactor Global Solutions Limited Jan 2008 - Apr 2010
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Services Team LeaderFujitsu In The Uk And Ireland Mar 2007 - Nov 2007Leeds, West Yorkshire, United KingdomThe HBOS Contract was won by Fujitsu in 2007. I stayed with Fujitsu had fully transitioned . -
It ManagerComputacenter Jun 1998 - Mar 2007Computacenter is a leading independent provider of IT infrastructure services, enabling users and their business. They advise organisations on IT strategy, implement the most appropriate technology, optimise its performance, and manage their customers’ infrastructures.● Managed a team of 20 engineers across 3 sites providing hardware and software break/fix support.● Designed, staffed and implemented the Laptop Swap Service, providing 24 hour replacement or repair of mobile devices for executive users● Escalation point for all issues related to service and support. -
Desktop Support EngineerMagnet Ltd 1987 - 1998
Dave Joy Skills
Dave Joy Education Details
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Electronics And Instrumentation
Frequently Asked Questions about Dave Joy
What is Dave Joy's role at the current company?
Dave Joy's current role is Project Defect and Incident Manager.
What is Dave Joy's email address?
Dave Joy's email address is da****@****ing.com
What schools did Dave Joy attend?
Dave Joy attended University Of Bradford.
What skills is Dave Joy known for?
Dave Joy has skills like Service Desk, It Service Management, Management, Stakeholder Management, Technical Support, Project Delivery, Project Management, Team Leadership, Sla, Itil, Incident Management, Change Management.
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