Managed and lead the delivery of Appdynamics Monitoring & Alerting uplift across all UK Important Business Services within Wealth & Personal Banking using Agile principles and Frameworks to reduce MTTR, MTTD and alert fatigue, improving incident detection and leading to a better outcome for our customers.Owned the financial management of the assigned budget, allowing me to scale up and down resources when required to ensure targets and expected outcomes are met.Monitored and… Show more Managed and lead the delivery of Appdynamics Monitoring & Alerting uplift across all UK Important Business Services within Wealth & Personal Banking using Agile principles and Frameworks to reduce MTTR, MTTD and alert fatigue, improving incident detection and leading to a better outcome for our customers.Owned the financial management of the assigned budget, allowing me to scale up and down resources when required to ensure targets and expected outcomes are met.Monitored and reported on the progress and of any risks, including any external dependencies of the project to stakeholders.Coached and mentored team members on Agile Principles to help achieve a positive, open and transparent working environment.Removed team and organisational impediments for the team, allowing them to continually deliver high quality Monitoring & Alerting solutions for our support teams.Collaborated with internal and external stakeholders (at various seniorities) to allow me to successfully maintain the backlog and achieve an excellent workflow within the team.The uplift was achieved by performing detailed analysis on each service's monitoring and alerting capability, highlighting any gaps, and delivering technology (AppDynamics, Splunk ITSI) to provide the capability. Show less

Changed the way the EMEA team worked from verbally informing each other to producing and managing a backlog, creating sprints and ensuring all Scrum events are all followed within JIRA resulting in more work being completed and a greater transparency of the work for the rest of the team.Created and matured a product which involves assessing cross functional teams globally of their incident maturity level. Identifying which areas are a success or focus required and helping the teams get… Show more Changed the way the EMEA team worked from verbally informing each other to producing and managing a backlog, creating sprints and ensuring all Scrum events are all followed within JIRA resulting in more work being completed and a greater transparency of the work for the rest of the team.Created and matured a product which involves assessing cross functional teams globally of their incident maturity level. Identifying which areas are a success or focus required and helping the teams get to the desired level to increase MTTR leading to a better customer experience.Configured JIRA to capture data where the team are spending their time and efforts, then designing EazyBi to represent the data in a easy to understand dashboard which is regularly reviewed and presented to senior management.End to end responsibility for the management, communication, escalation, investigation and resolution of major incidents to HSBC's critical Banking Services for EMEA, keeping millions of customers as the priority.Demonstrated analytical qualities that allow an understanding of complex situations quickly, constructively and appropriately challenge recovery decisions to ensure that I optimized recovery timeframes.Obtained high quality verbal communication skills that enabled me to quickly and efficiently convey the impact of technology incidents and summarize complex technical recovery actions to all audience members.Documented post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base. Show less

Initiated my own learning of Scrum which has led to the successful qualification in Professional Scrum Master (PSM1).Monitored, triaged and managed errors within HSBC’s OnPrem and Cloud based digital services through to successful resolution using in-depth diagnostics within App Dynamics & Splunk. Initiated crisis calls and promptly escalated issues which were customer effecting. Contacted support teams without delay to help with investigations and management were kept up to… Show more Initiated my own learning of Scrum which has led to the successful qualification in Professional Scrum Master (PSM1).Monitored, triaged and managed errors within HSBC’s OnPrem and Cloud based digital services through to successful resolution using in-depth diagnostics within App Dynamics & Splunk. Initiated crisis calls and promptly escalated issues which were customer effecting. Contacted support teams without delay to help with investigations and management were kept up to date with the progress of the issue via various communication tools.Successfully on-boarded and the designated primary contact for numerous journeys onto the Digital Platform, ensuring all required prerequisites had been made available for the Global Triage Team to support the journey by engaging and developing strong relationships with cross functional teams across the organisation, encouraging & supporting them to work in an Agile mannerAnalysed alerting data and reduced alerting of customer digital Journeys by 30% in an alert reduction work stream resulting in much more effective triaging for the global triage team.Global team lead organising cover for global public holidays and out of hours rota’s to ensure consistent support is provided to our customers.Analysed and generated reporting on a weekly basis of all customer journeys which were going live onto the digital platform. Ensured the assigned team member within the Global Service Team had gathered the required support documentation and they had shared the information on that journey within the team.Provided regular out of hours support for HSBC’s digital services and all the micro services that are currently active within it, often covering colleagues to help them when I am not scheduled to be on support. Show less

Manage and monitor HSBC’s UK, European, North American Datacentre and Branch Network infrastructure. Investigate and identify the root cause of faults on Cisco Switches and routers, F5 BigIP, Blue Coat Proxies and Check Point Firewalls.Triage problems within a helpdesk incident ticket system and liaise with 3rd party Vendors.Use various Cisco products such as ACS, NCM and Prime. Analyse data from Splunk, Riverbed, Appdynamics, APVision, Netscout for potential… Show more Manage and monitor HSBC’s UK, European, North American Datacentre and Branch Network infrastructure. Investigate and identify the root cause of faults on Cisco Switches and routers, F5 BigIP, Blue Coat Proxies and Check Point Firewalls.Triage problems within a helpdesk incident ticket system and liaise with 3rd party Vendors.Use various Cisco products such as ACS, NCM and Prime. Analyse data from Splunk, Riverbed, Appdynamics, APVision, Netscout for potential threats against hsbc.co.uk traffic to ensure service availability for customers.Manage critical services to the bank and its customers so they meet their SLA’s and Incident manage through to resolution.Within the South Yorkshire datacentre we manage 3800 services globally. Currently work a 24x7x365 shift pattern Show less

Monitor the systems health and daily batches for multiple European and middle eastern countries, ensuring system availability for users, working with support teams for a speedy resolution upon any failures that occurred.Led the project to migrate HFC Bank’s systems into the HSBC South Yorkshire Datacentre, training all 35 staff and merging all procedures into the HSBC database.Performed weekly housekeeping, backups and system IPL's as per the set weekly… Show more Monitor the systems health and daily batches for multiple European and middle eastern countries, ensuring system availability for users, working with support teams for a speedy resolution upon any failures that occurred.Led the project to migrate HFC Bank’s systems into the HSBC South Yorkshire Datacentre, training all 35 staff and merging all procedures into the HSBC database.Performed weekly housekeeping, backups and system IPL's as per the set weekly procedure.Extensive use of ROBOT/Scheduling and IBM products such as BRMS used within this role.Ensured SLA’s were met and users were able to perform their work on the large estate of IBM iseries systems.I worked a 24x7x365 shift pattern Show less

This role was for a subsidiary of HSBC, HFC Bank.This role required me to monitor the overnight batches, perform housekeeping, monitor the systems health's, print customer letters, media management and escalating to support for job failures. Extensive use of ROBOT/Scheduling and IBM products such as BRMS and CL programming used within this role.If any SLA’s were going to be breached I would have to incident manage, inform the service owner and datacentre manager… Show more This role was for a subsidiary of HSBC, HFC Bank.This role required me to monitor the overnight batches, perform housekeeping, monitor the systems health's, print customer letters, media management and escalating to support for job failures. Extensive use of ROBOT/Scheduling and IBM products such as BRMS and CL programming used within this role.If any SLA’s were going to be breached I would have to incident manage, inform the service owner and datacentre manager. This was a 24x7x365 shift pattern Show less