Jean-Noel Louison Email & Phone Number

London, United Kingdom

Converted to Permanent transforming the Service Desk to a L1/L2 Application Support function

Sourcing and renovating properties for rental and re sale

Singapore

Singapore

•Accountable for managing Service Delivery to Barclays Wealth RTB Team promoting the continuous improvement of productivity, service quality and customer satisfaction.•Management of an IT Service Delivery team of 34 staff consisting of Level 1 & Level 2 Support Analyst and responsible for their career development and appraisals.•Definition of Service Level Agreements (SLA’S) related to contracted services.•Ensure SLA’s are achieved and client expectations are met and exceeded.•Build solid service relationships with clients.•Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.•Ensure quality and profitable services are performed to the agreed SLA.•Provide MIS reports to an agreed schedule (or on request), including Management and account performance reports for RTB Stakeholders•Attend RTB Service Review meetings covering performance reports, service improvements, quality and processes.•Develop and facilitate workshops and training courses

Supporting all FX and eCommerce applications for over 300 FX Traders on the Singapore/Sydney/Tokyo & Hong Kong trade floors.Responsibility for team of 5 Level 2 Application support analysts across the region.Managing and participating in the generation of requirements relating to new business initiatives and the delivery of these requirements to the business community.Release Management and CheckoutsService Improvement ProgrammesApplication Controls & ComplianceDisaster RecoveryProvide quality support services to the Global FX environment.Ensuring all issues are escalated/documented according to Citigroup Information Technology Management Policies.Reporting to the APAC Regional Technology Head, providing trends, analysis and MIS reporting on Business Critical issues.Ensure application and services are available as per the agreed Service Level Agreements. Build relationships across Development and Business in relation to E-Commerce, FX Core and Options.Assist in the resolution of all Major outages across the Global FX Production environment.

London, Canada Area

FX Application Support Project Lead- For the London FX Trade FloorSupporting all FX applications for over 100 FX Traders on the London Trade floor in conjunction with 2nd line support in Belfast.Responsibility for team of 6 Level 2 Application support analysts.Managing and participating in the generation of requirements relating to new business initiatives and the delivery of these requirements to the business community.Release Management and CheckoutsService Improvement ProgrammesApplication Controls & ComplianceDisaster RecoveryProvide quality support services to the Global FX environment.Ensure all issues are escalated/documented according to Citigroup Information Technology Management Policies.Reporting to the EMEA FX Application Support Manager, providing trends, analysis and MIS reporting on Business Critical issues.Ensure application and services are available as per the agreed Service Level Agreements. Build relationships across Development, TI and Business in relation to E-Commerce, Core and Options.Assist in the resolution of all Major outages across the Global FX Production environment.Deputise for the EMEA FX Application Support Manager as required.

Overall day to day responsibility for the EMEA Command Centre, Service Quality Team and the Incident Control Team supporting smooth operations of the Distributed & Mainframe platforms within the EMEA Region. Provide onsite operations management in the delivery of technology services on a 24x7 basis to all of the EMEA Citigroup Businesses. Ensure seamless operations support through comprehensive, processes from a Service Desk perspective right through the Incident lifecycle to effective resolution with proactive problem management. Ensuring timely notifications to Customers are performed regarding all service outages.Ensure the Command Centre and Incident Control Team provides the communication hub during major business outages.Appraise staff. Agree objectives and goals that will enhance the role and the team as a whole. Regular reporting to the Operations Director, providing trends and analysis, staff issues/performance and Business Critical issues.Manage the monitoring of multiple sites which incorporate both Distributed and Mainframe platforms and Media Operations.Ensuring online services are constantly available within the agreed Service Statements for businesses, notifying users and Operations Director in a timely manner when delays to services are anticipated.Ensure all problems/issues are escalated/resolved in accordance with documented process and procedures to prevent any financial impact to the business. Ensure that the EMEA Command Centre environment complies with all audit requirements and clearly escalate any audit discrepancies to the Operations Director immediately.Managing seven figure budgets for three cost centres Managing the Service Quality Team ensuring all applications monitored by the Command Centre has followed the Application Acceptance Process, providing trending reports to the business , initiating quality circles where repeat issues occurs.

Business Analysiscertified Professional, Business Analysis, Registered Prince 2 Practitioner Project Management. Itil Service Delivery & Mgmt

Education record

LLB Law (no exam taken) Southbank University

Diploma, Accounting

AAT Accounting (no exam taken