As the Global Application Support Manager and ITSM ServiceNow Product Owner, I oversee a spectrum of responsibilities aimed at delivering efficient support services to the organization and effectively managing the ITSM platform. My key areas of expertise include:Team Leadership: Providing leadership and direction to the Global IT Support Team, managing performance, and fostering a positive team culture.ITSM ServiceNow Ownership: Acting as the primary owner of the ITSM platform… Show more As the Global Application Support Manager and ITSM ServiceNow Product Owner, I oversee a spectrum of responsibilities aimed at delivering efficient support services to the organization and effectively managing the ITSM platform. My key areas of expertise include:Team Leadership: Providing leadership and direction to the Global IT Support Team, managing performance, and fostering a positive team culture.ITSM ServiceNow Ownership: Acting as the primary owner of the ITSM platform, including configuration, optimization, and ensuring it meets the evolving needs of the organization. Review service and KPI metrics with team leadership, including ongoing trends and team/individual throughput. Act as escalation point for any challenges within the support structure.Incident and Problem Management: Overseeing the handling of IT incidents and problems, coordinating resolution efforts, identifying root causes, and implementing preventative measures. Process Improvement: Developing IT support processes and workflows aligned with industry best practices to enhance operational efficiency.User Training and Support: Providing comprehensive software and hardware support to users across the organization.Vendor Management: Managing relationships with third-party vendors and service providers to ensure seamless service delivery.Reporting and Analysis: Generating and analyzing reports to identify areas for improvement and drive continuous enhancement of support services.Collaboration and Communication: Facilitating collaboration and communication across IT teams and with other stakeholders to ensure alignment and efficiency.Continuous Improvement: Identifying and implementing opportunities for process improvement and innovation within the IT support function.Overall, my role involves balancing strategic planning, operational oversight, and hands-on support to ensure the smooth functioning of IT support services and the ITSM platform within the organization. Show less

As a seasoned Senior Manager for Operations and Application Management, I oversee the operational production support teams spanning multiple locations, ensuring seamless service delivery 24/7. My role encompasses:Client Management and Governance: I am responsible for managing client relationships and governance of Service Management customers, ensuring the delivery of SLAs and milestone-based deliverables for Retail and Wholesale Operations.SLA Attainment and Continuous… Show more As a seasoned Senior Manager for Operations and Application Management, I oversee the operational production support teams spanning multiple locations, ensuring seamless service delivery 24/7. My role encompasses:Client Management and Governance: I am responsible for managing client relationships and governance of Service Management customers, ensuring the delivery of SLAs and milestone-based deliverables for Retail and Wholesale Operations.SLA Attainment and Continuous Improvement: I strive to achieve client SLA attainment while driving broader SLA standards in line with ITIL best practices, authorizing changes for customers from a business perspective, and fostering continual service improvement.Budget Control and Resource Management: I co-develop and maintain business plans and budget control processes, managing operating and capital costs effectively. I collaborate with relevant managers for team staffing and resource management.Strategic Planning and Program Management: I contribute to policy development, staffing, organizational design, and budget planning for senior management, planning and designing client-specific or broader service-oriented programs and monitoring overall progress.Cross-Functional Collaboration: I cultivate cross-functional partnerships with other departments to ensure prompt resolution of customer issues and maintain CSG's reputation as a credible vendor.Team Leadership and Mentoring: I focus on mentoring and building successful teams to deliver top-level customer service, providing input on team performance and rewarding excellence.Stakeholder Management and Engagement: I am accountable for managing client stakeholders, project schedules, quality requirements, resource allocation, risk, budgets, and internal team change management.With a strong track record of leadership and strategic vision, I am dedicated to driving operational excellence and fostering collaborative partnerships to achieve organizational goals. Show less

As a seasoned Technical Application and Operations Support Manager, I lead a dedicated team of IT Operations Specialists focused on managing a new billing system implementation to ensure exceptional client service and adherence to SLAs. My role involves implementing robust processes and procedures, investigating root causes, and generating technical incident reports and service delivery documentation for clients. Additionally, I monitor team performance, identify trends, and collaborate with… Show more As a seasoned Technical Application and Operations Support Manager, I lead a dedicated team of IT Operations Specialists focused on managing a new billing system implementation to ensure exceptional client service and adherence to SLAs. My role involves implementing robust processes and procedures, investigating root causes, and generating technical incident reports and service delivery documentation for clients. Additionally, I monitor team performance, identify trends, and collaborate with stakeholders to drive future enhancements.Key Achievements:- Established a 24-hour operations team responsible for the newly implemented billing system, ensuring uninterrupted service delivery.- Designed and operationalized various processes, procedures, runbooks, monitoring tools, revenue assurance, and system controls to streamline operations.- Conduct regular system compliance audits and stress tests to mitigate risks and ensure minimal fallout.- Expertly manage incident and problem management processes, providing timely resolutions to technical issues.- Act as a trusted advisor to clients, offering expert guidance and ensuring the availability of technical resources for critical support activities.- Identify new opportunities within the customer domain and collaborate with the sales team to capitalize on them.- Serve as a liaison between various business and technical units, fostering effective communication and collaboration.- Manage suppliers and third-party resources to ensure seamless integration and support.- Drive team motivation, provide coaching, and oversee recruitment efforts to build a highly skilled and motivated IT workforce.With a proven track record of success in technical support and operations management, I am dedicated to delivering exceptional service and driving continuous improvement within the organization. Show less

As a Senior Billing and Production Analyst Programmer, I excel in managing billing systems and analysing production data for operational efficiency and process improvement.My role involves a combination of technical prowess, analytical skills, and strategic thinking to ensure seamless billing operations and optimize system performance.Key Responsibilities:- Billing System Management: Administer and maintain billing systems for accurate and timely billing processes.-… Show more As a Senior Billing and Production Analyst Programmer, I excel in managing billing systems and analysing production data for operational efficiency and process improvement.My role involves a combination of technical prowess, analytical skills, and strategic thinking to ensure seamless billing operations and optimize system performance.Key Responsibilities:- Billing System Management: Administer and maintain billing systems for accurate and timely billing processes.- Production Analysis: Analyze production data to identify trends and optimization opportunities using analytical tools and techniques.- Program Development: Develop and maintain programs to automate billing processes and enhance system functionality in collaboration with cross-functional teams.- Quality Assurance: Conduct testing and validation of billing systems to ensure compliance with business requirements and regulatory standards.- Performance Monitoring: Monitor system performance and reliability, identifying areas for improvement and implementing optimizations.- Reporting: Prepare documentation and reports on billing processes, system configurations, and performance metrics.- Training and Support: Provide training and support to end-users on billing systems and applications.- Continuous Improvement: Drive initiatives to enhance billing processes and system performance for increased operational efficiency.With a strong background in billing system management, production analysis, and programming, I am well-equipped to deliver value and drive success in billing operations. My focus on quality, accuracy, and efficiency ensures that billing processes are optimized to meet the evolving needs of the business. Show less

Senior Application Software Developer and Production Support - Client : Vodacom South Africa

Languages: C++, Java, Visual Basic, Informix 4GL, DelphiDatabases: Informix, SQL Server, Oracle, MySQL, AccessComputer Systems, Human Computer Interaction, Mathematics for Computer Science, Networking Technologies, Data Analysis and Design, Data Structures and Algorithms, Database Design Concepts, Internet Server Management, Business Management, Networking Infrastructure, Programming in Java, Project Management, Programming in Informix SQL/4GL, Systems Analysis and… Show more Languages: C++, Java, Visual Basic, Informix 4GL, DelphiDatabases: Informix, SQL Server, Oracle, MySQL, AccessComputer Systems, Human Computer Interaction, Mathematics for Computer Science, Networking Technologies, Data Analysis and Design, Data Structures and Algorithms, Database Design Concepts, Internet Server Management, Business Management, Networking Infrastructure, Programming in Java, Project Management, Programming in Informix SQL/4GL, Systems Analysis and Design, Object Oriented Programming, Operating Systems (Unix/Linux), Programming in Visual Basic Show less