Mark Watson Email & Phone Number

Manchester, England, United Kingdom

Manchester, England, United Kingdom

Manchester, United Kingdom

OutlineAccountable for service availability and the stability of two complex infrastructures supporting the Co-operative Insurance and the Co-op Group. Managing the performance and development of my shift of operations analysts and leading the monitoring and escalation activities. Key Responsibilities- Lead escalation on high priority incidents/events, taking ownership through to resolution- Ownership of all operations processes, procedures and other related documentation- Aligning operations targets to support business objectives- Lead role in problem management activities, including post incident reviews- Provide the escalation point for operational service impacting incidents, including out of hours - Build successful working relationships with IT service support areas and third party suppliers- Deliver relevant communications on time, amending style to reach appropriate audiences- Design and deliver formal service reports and stationery against KPI, SLA and OLA targets- Management of operations resources and the delivery of out of hours support as required- Lead Mainframe (OPC) and Tivoli Workload Scheduler Batch Management, against SLAs- Own the Continual Service Improvement initiative for Operations & Infrastructure- Drive project management activities, contributing and delivering on time and within budget- Define and execute system health checking, including fault logging and escalation as required- Manage all customer support requests efficiently and effectively- Compliance of risk and audit requirements, leading audit duties as requested- Accountable for the health and safety of the team- Lead GDPR management within operations, reporting to risk management

Skelmersdale, Lancashire

OutlineResponsible for service availability and the stability of three complex infrastructures, the Co-operative Bank, the Co-operative Insurance and Britannia Building Society, following 2 successful mergers. Key Responsibilities- Escalation on high priority incidents/events, taking ownership through to resolution- Regularly review operations processes, procedures and other related documentation- Attend and contribute to post incident review, change advisory board and problem management meetings - Provide the escalation point for operational service impacting incidents, including out of hours - Mainframe (OPC) and Tivoli Workload Scheduler Batch Management, against SLAs- Contribute to project management activities, delivering on time- Execute system health checking, including fault logging and escalation as required- Manage all customer support requests efficiently and effectively- Develop skills & share knowledge to support the merged activities and separate infrastructures

Wn8 6Ay

Responsible for a project to create and implement a Bank wide internal statistical business information & reporting facility to calculate telephone and paper statistics to advise the Team Managers on their staffing requirements, which I successfully delivered on time and with zero budget, using my advanced Microsoft Excel knowledge.

National Diploma In Business & Finance, Bachelor Of Technology (Btech)

National Certificate In Information Processing, Bachelor Of Technology (Btech)

First Diploma In Business & Finance, Bachelor Of Technology (Btech)

Mathematics, English Literature, English Oral Communication, Computer Studies, Communication Design, Gcse