Germana Sinatra Email & Phone Number

London, United Kingdom

I am responsible for running the Support Desk and deliver support to our end users on how to use the various types of in-house applications efficiently and effectively. My job requires both technical capability and business understanding. As the business depends on our services it is crucial that production issues are given immediate attention. I am the key person to acknowledge, update and provide resolutions to the users. I am also a Release Manager responsible for assisting in the… Show more I am responsible for running the Support Desk and deliver support to our end users on how to use the various types of in-house applications efficiently and effectively. My job requires both technical capability and business understanding. As the business depends on our services it is crucial that production issues are given immediate attention. I am the key person to acknowledge, update and provide resolutions to the users. I am also a Release Manager responsible for assisting in the design, delivery and improvement of the software applications: * Release Management & deployment: release definition, plans, design. * Regression and automated testing to assist with the preparation of test plans* Execute system testing and co-ordinate User Acceptance Testing between the client and the firm, requesting sign-off for implementation* User training/education Show less

London, United Kingdom

* Lead two support teams in the Operation Service Support Group (OSSG), supporting Fixed Income and Equities instrument, providing 2nd Level Application Support to Reuters Market analysts responsible for provision of real time data support to markets/stock exchanges.* Successfully project managed the London Stock Exchange data migration. Throughout the life cycle of the project I was responsible for reviewing implementation documents, participating in cross-team meetings, testing and… Show more * Lead two support teams in the Operation Service Support Group (OSSG), supporting Fixed Income and Equities instrument, providing 2nd Level Application Support to Reuters Market analysts responsible for provision of real time data support to markets/stock exchanges.* Successfully project managed the London Stock Exchange data migration. Throughout the life cycle of the project I was responsible for reviewing implementation documents, participating in cross-team meetings, testing and executing the actual data migration.* Produced training documents for a number of internal Reuters systems and run several training classes for 30+ members of staff from various groups.* Support of several systems responsible for manipulating & distributing Exchange Data to clients* Receiving and logging calls from clients using appropriate processes and procedures* Identifying, diagnosing and resolving functional & technical problems and business critical incidents through research and analysis of trends, root causes and business impact* Major Incident management: running technical bridges, engaging the appropriate groups, user notification and escalation to senior technology management* Problem Management: producing post-mortem reports detailing Major Incidents’ root causes and remedial plans to prevent future recurrence* Raising defect reports to the development team for code amendment* Highlighting functionality issues to application developers* Project Management and execution of numerous data migrations* Preparing test cases, test procedures and expected results for User Acceptance Testing (UAT). Reviewing and analysing test results and ensuring appropriate resolution of defects are identified by liasing with third-level support (Application Development). Show less