Jag Notay Email & Phone Number

Reading, United Kingdom

Bristol, United Kingdom

Paternity leave following the birth of my first daughter

Reading, United Kingdom

Accountable for service delivery of the Service Management contractual SLAs and KPIsIdentify risks and communicating those to the key stakeholders to ensure plans and actions are put in place earlier enough to ensure that SLA’s can be met.Build an on-going service relationship and drive delivery teams to achieve SLA's Establish a mitigation process that would adhere to the governance of the contractDetail SLA's to ensure they can be measured and reported in an effective mannerConduct Service and Governance reviews meetings (ORM/OLGM’s) with key stakeholders regarding the performance of the contract.Analyse all aspects of performance and provide detailed reporting to the customerMonitor, manage and own on-going SLA performance

Reading, United Kingdom

Appointed to ensure Service Management meets the delivery requirements of the new Ryder contract. Supported the service transition and the establishment of the necessary processes to facilitate on-going service deliveryDeveloped enhanced project management skills providing over-arching project plans and agreeing milestones with other stakeholders.Led gap analysis for Service Management on contract review; evaluating existing documents such as Security and identifying risks and solutions.Co-ordinating Ericsson resources and planning for on boarding from NSN. Presented plans to MBNL and Stakeholders involved in Ryder (Service Cutover/Ticket management solutions).

Reading, United Kingdom

Chaired change advisory board meetings and published the Forward Schedule of Change. Managed effective stakeholder liaison to ensure coordination, evaluation and implementation of Change, whilst reducing risk to operational services and eliminating impact on customers. Delivered results and achieved SLA/KPI performance by focusing on effective execution.Encouraged the team via continuous improvement to review processes and ways of working that led to improved performance and quality. Ensured Change was facilitated in a proactive and dynamic manner, particularly focussed on reducing risk and minimising adverse service impact. Derived and produced reporting on Change analysis, identifying repeat instances of problematic implementations.

Reading, United Kingdom

Provided 24/7 support ensuring all RAN (Radio Access Network) and Transmission faults were identified and actively pursued with clear ownership and accountability. Reviewed any issues or risks that could hamper fault resolution (including supporting systems, resource, special events, adverse conditions) and appointed owners and appropriate escalation.Led cross-functional daily meetings and was sole provider of reports that identified priority requirements for the day.

London, United Kingdom

As MTOC (Mobile Technology Operations Centre) Incident Manager I worked with the BT Technology Operations Centre (TOC) structure ensuring that the Ericsson and Mobile Operators’ brands were upheld throughout the Games period. Responsible for the effective delivery of the Incident Management activities to support the Games-time delivery of the mobile service to the London 2012 Olympic and Paralympic Games.Presented a highly professional, controlled and calm service working 24/7 during the Games, which had high visibility and mission critical environment. Managed all UK Network Operator incidents and service requests at all Olympic Venues liaising with Field and NOC’s to resolve RAN/Transmission faults.Responsible for managing and co-ordinating the resolution of high impact mobile incidents that adversely affected the mobile operators networks.Fault resolution with Axell, BT, VF, MBNL, O2, EE, GS Halls, Airwave, LOCOG and OFCOM

Reading, United Kingdom

Represented both Network Operations within Ericsson and the JOOG (Joint Operators Olympic Group).Ensured Ericsson had prepared everything required in order to support the delivery of the MTOC (Mobile Technology Operations Centre) function for the JOOG contract.Managed all pre-games planning aspects for the 16 resources working full-time in London including hotels, travel allowances, compensation and disseminating this to the team.Worked with the JOOG Accreditation Coordinator to ensure Ericsson resources were accredited.Defined methodology definition appropriate to the JOOG contract.Produced detailed operational procedures and processes for the MTOC. Held workshops with operators and 3rd Parties to demonstrate ways of working at games time.Conducted war games and scenario planning with all Network Operators and 3rd parties.Created an IT/comms solution whilst working away from an Ericsson office for extended period.Ensured Ericsson JOOG team had a Business Continuity Plan whilst working in Canary Wharf.

Reading, United Kingdom

Owned and managed Root Cause Analysis investigations across the business for major incidents and faults through to conclusions that provided permanent resolutions. Part of a hit team that worked to improve the SLA’s on the Vodafone MS contract, taking the lead for Root Cause Analysis.Led investigation of high profile incidents and Major Incident Reviews, chairing meetings and ensuring all actions were progressed to conclusion.Delivered concise and informative updates (both verbal and written) to internal and external customers/managers at many different management levels.Ran technical workshops to establish permanent solutions to Known Errors across a complex technical estate.Identified recurring failure trends and ensured these were controlled to minimise future failures.

Reading, United Kingdom

Managed the Billing Operations, Incidents, Tariffing, Suspense and Bill Fulfilment teams.Successfully maintained SLA’s totalling 100 service credits by proactive protection of operational service levels and analysis of service level breaches.Oversaw risk management for Three’s customers identifying risks that could impact service and the customer experience.Pro-actively ensured Known Errors were resolved through technical workshops and risk registers.Provided flexible and adaptable customer support, responding to their changing needs often required in near real time.Clarified and resolved misunderstandings and issues between different parties by listening and understanding the customers’ priorities.Management of 3rd Party Print Vendor contract and relationship.

Reading, United Kingdom

Ericsson - formerly H3G UK Subject matter expert of end-to-end Tallyman Collections & Singl.eView Billing systems.Pro-actively led impact assessments to highlight and minimise potential risks to maintain operational stability and deliver service improvements. Maintained excellent customer service throughout project deployment and integration, in constant dialogue with business owners for ongoing improvements to service levels.Managed projects for Revenue systems from design & planning to testing & integration with other interfaces/applications in both Production & Pre Production environments. Continuously drove process and service improvements to deliver timesavings.Liaised with other support functions to facilitate the successful transition of services and systems to Front Office.Ran user training sessions & presentations on new services & systems.Provided mentoring & coaching to junior members of the team.Fault management, managed escalations & co-ordinated implementation of hot fixes & WO’s with Service Delivery, IT Dev & Vendors.

Reading, United Kingdom

Provided Front Office support for all the Revenue Management high availability, mission-critical systems to maintain business continuity. Acted as trouble-shooter & first response to all issues on a 24/7 basis.Resolved service requests, faults & managed complex problems under aggressive SLA targets, in a highly pressurised environment.Developed procedures & housekeeping shell scripts & system administration of applications using real time tools such as HP OpenView.

Trowbridge, United Kingdom

Handled risk assessments, issue resolution & conducted impact analysisSpecified environmental requirements, test plans & scheduling activitiesDefined & performed system test plans, specifications & reports Performed system testing prior to release of new software versionsEnsured end to end technical build & integrity of all test systems Liaised with service delivery & system vendors for new releases/upgrades

Reading, United Kingdom

Handled full software testing lifecycles within RAD environments.Created test CDR’s for provision of test cases for products on the network.Handled configuration & release management of environments.

Ba (Hons), Business Studies

Activities and Societies: UWE RugbyBA (Hons) Business Studies at UWE, Bristol Business School including one-year sandwich placement.

Education record

Activities and Societies: House Captain, First XV Rugby, Young Enterprise,