Liam Rigby Email & Phone Number

London, England, United Kingdom

Working in the Universal Credit Full Service (UCFS) Dependent Systems team responsible for outbound / inbound integrations between UCFS, DWP & third-party systems.Responsibilities:• Person of contact for 12 external integrations / dependent system (with several APIs for each) - responsible for earnings, debt, identity verification, audit, calculation & payment - with technical understanding of the infrastructure, integration & business functionality for each service’s purpose• Holistic understanding of DWP estate & strategic architecture / vision• Delivery management of 10+ key UCFS Integrations• Stakeholder management & support across multiple teams (internal & external to UCFS, 100+ people) - with 10 dev teams & 4 infrastructure teams internally. Alongside ~15 dependent systems with teams & resources external to UCFS• Responsibility to configure Splunk / Zabbix to monitor, identify technical problems & provide solutions where appropriate for dependent systems• Service Management (L3 support) for major incidents (handled 30+ major, 450+ standard, from both a management & technical perspective - including out of hours on call support)• Providing integration architecture support for new services• Successfully managed the migration for a number of key services away from legacy infrastructure onto an AWS hosted Integration Gateway - requiring careful planning, testing & implementation as these were existing production services so no downtime would be tolerated• Contract management & forecasting for services worth £2m+ p/a• Providing forecasted API usage to inform decisions on Infrastructure capacity - as UCFS scaled from ~1m to ~6m claimants, our internal infrastructure had to scale with it, forecasts were used to inform where additional capacity was required & when

London, England, United Kingdom

Working directly within the DWP client team on behalf of IBM leading a delivery team for Universal Credit Full Service.Responsibilities:• Delivery & architecture of multi-system releases & features - meeting specific deadlines and quality excellence standard expected by a government client• Successfully delivered projects & products worth a combined £2m+• Continuously assess, negotiate and fulfil client demands and expectations• Weekly detailed reporting on deliverables, timescales & constraints• High- and low-level management of internal & external teams• Consistently delivered on time and beyond expected standards

London, England, United Kingdom

Description: Working in a 3 tier (L3 IBM, L2 HP, L1 DWP) application support system as the L3 (Level 3) support at L2 (Level 2) & L1 (Level 1) sites including Newcastle, Preston, Glasgow and London.Responsibilities:• Leading management of 60+ high severity incidents from start to finish alongside 4 different suppliers, ensuring they were dealt with appropriately• Increasing the L2 incident resolution rate by providing onsite triage (L2 resolution rate improved from 67 to 90% - resulting in ~60 less incidents p/d sent to L3)• Ensured we reached the lowest incident numbers across the “top 4” maintained applications since Feb 2013• Creation of an automated PII sanitisation tool using python, cutting manual effort by ~80%• Aiding in the upskilling and training of third-party supplier L2 Incident Analysts• Providing guidance & knowledge articles (KA) on dealing with various issues inc enhancements on existing KAs / processes • Escalating major production issues to relevant management to allow prioritisation• Suggesting innovative and creative service improvement initiatives to L2 and L3 • Liaising with suppliers/client, visiting a number of L2 & L1 sites in the UK to deliver workshops about understanding IBM maintained applications

Preston, United Kingdom

Working in a 3 tier application support system as the Level 3 support at Level 2 (HP) site.Responsibilities:Aiding in the upskilling of HP Level 2 Incident Analysts.Increasing the Level 2 Incident resolution rate by providing onsite triage.Reduce number of incidents passed through to Level 3.Escalating new live issues to the relevant management to allow prioritization.Suggesting service improvement initiatives to Level 2 and Level 3.Liaising with the client in biweekly client site visits.Acting as a first point of contact for Level 2.Enhancement of existing Knowledge articles.

Whilst working within the CIS application I was a member of the Data Service Team.During this I was able to learn on the job and also partake in the Oracle PL/SQL Fundamentals course in order to enhance my performance and efficiency.My role was to fix or rebuild the state of a customer's account information, whichever was the more appropriate option at the time.During this I developed my technical skills to the point where I am comfortable and capable to perform such repairs and make sure that the scripts I prepared were of a standard that would be expected.This role covered both development and testing using PL/SQL.

Working within a Triage team, I am responsible for the management of all the Incidents that arise from live applications. I work alongside other external IT organisations providing variable levels of IT support in order to resolve these Incidents.Triage Incident management acts as the bridge for all Incident and Problem communications and supports the fixes and releases for live running applications.As deputy manager it is within my job scope to ensure that the entire incident management team are working cohesively and that the high work load is shared evenly within the team to ensure the most efficient throughput of incident volumes.Working very closely with the AM, Problem and delivery teams - this role grants huge exposure to the projects life-cycle and application functionality.Incidents are managed and when necessary the common issues seen with certain applications and finally the deployment of the fix via the config servers.The main challenge of this role encompassed the huge volume of incidents throughput received by IBM which require processing each day, ensuring that the client defined SLA of 95% is achieved in each SMP.