Liam Mcdaid Email & Phone Number

Edinburgh, Scotland, United Kingdom

Supports critical Applications within a Digital Bank, ensuring that stable and performant service is provided to customers.Deliver quality service, working in line with the Bank’s Incident, Problem and Change Management processes and procedures at all times. Define, plan and manage small change across Banking Service applications; working closely with my Application Manager, colleagues, business partners, suppliers and other areas of Service Delivery to ensure that change is managed in a robust and cohesive manner.Improve stability, performance and quality of service by following a culture of continuous improvement.Own and drive tasks for the management of risk for my platform, ensuring that these are tracked and delivered against planned dates. I highlight risks relating to the wider Service area.Use application management software and tools to investigate issues, collect statistics, create reports and resolve potential and actual service problems.

Point of contact for any incidents or issues raised within the Savings & Loans departments and attending meetings with reps from other departments and Incident Management. Liaising with colleagues from Incident Management and Apps Management when required to assist with reviewing issues.Part of Ofcom Project overseeing changes to manual letters across Banking Operations. Involved in business checkout to test that fixes went in successfully without upsetting other BAU processes. Involved in Savings Process Review to ensure processes being followed are correct and up to date.Updated Information Asset Register on behalf of Savings department for Risk to ensure any customer data stored locally is protected and safe. Floor walking, coaching and mentoring new starts to the business. Assisting Team Managers with manager tasks e.g. Call listening and call quality checks. Dealing with customer requests always aiming to resolve any issues at FPOC.Opening and servicing both savings and loan accounts.

Seconded to the User Acceptance Test team to test processes and procedures on the back of IT system fixes. My knowledge gained during this secondment allowed me to support the Savings Department when incidents occurred in the production environment. During my time in this team I helped to design and implement new test plans in line with business processes. I executed regression tests, recorded test evidence, managed defects, supported senior test analysts and also used Quality Center extensively.