Janet Cunningham Email & Phone Number

Macclesfield

ITIL Service Management analyst primarily working in the Availability Management arena.Managed £1.5m budget and Revised Annual Forecast for a team of 37 resources based in the UK, India and Singapore. Analysed and interpreted technical data from disparate sources using advanced office skills and produced service specific Management Information packs for Barclays Senior Executive team. Owned and governed process between Projects, Service Management and Availability Criteria owners, ensuring strategic availability requirements were designed into new and existing services. Assessed key customer facing services against set of Availability criteria, to improve the stability and performance across multiple business areas.

Owned and developed process for the work order engagement between the company and a major 3rd party supplier and responsible for creating correct level of authorisation for over £5m of work. Developed Management Information for Incident and Problem Management, for use in supplier and business area meetings designed to improve the stability of live services covering over 1500 applications

Responsibilities included; the provision of third-line support for the IT Network and the Service Help Desk, incident analysis and hardware/software fault diagnosis using UNIX, TSO and internally developed tools. Worked within the Service Enhancement Team, proactively monitored branch systems, supported pilot software downloads and upgrades to UNIX servers and the AIX operating system.