Provide support for the designated Infrastructure Projects systems and applications. Maintain excellent communications to end users, other key customers and stakeholders at all times.Monitor so that call logs have the appropriate priority and that third party service providers are progressing incidents using escalation processes where necessary, manage so that adequate solutions are provided to the business and call logs are always updated with latest progress information.Responsible for the implementation of the change into BAU Support ensuring that all systems and documentation gets updated to support the implementation of the change.Responsible for the overall control and maintenance of the team knowledge baseManage minor development of Infrastructure Projects systems and applications and related products to meet user requirements and strategic objectives.Assist in the User Acceptance Testing of new or reconfigured systems and applications.Attend/Chair relevant systems user groups for IP applicationsConduct team meetings to update members on best practices and continuing expectationsCompiling reports on SLA targets, numbers and types of request, communicating findings to senior management and responding to any further requests for data that are required for analysisIdentify and highlight best practices in support management through continuous assessment

Providing support to the business in the introduction and ongoing management of programme management tools including basic training and system familiarisation as appropriate. These tools include Oracle Projects, Projectwise, eB, Primavera P6 etc.Providing technical and operational support to user acceptance testing of new or upgraded hardware or software.Providing system administration with regard to access and security.Developing and managing systems of feedback so that queries from the user community are logged and effectively dealt with.Mentoring and training up new staff.

Responsible for quality assurance across the CSC NHS application support sector. Ensuring that all staff adhere to the aligned processes and ensuring a high quality output for the customer (NHS) Lead for a small team of Quality Gatekeepers who perform quality checks on the account. Ensuring that staff were motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers.Responsible for creating and implementing new quality process improvements across the account. Also responsible for producing detailed reports and trend analysis. Responsible for ensuring smooth transition of the issue management process. Responsible for managing ‘Problem Records’ and software issues that require a development fix for the Lorenzo/iPM patient management systems.

Responsible for providing resolutions to incidents and progression of problems within technical support for NHS production systems.Resolving incidents by creating SQL scripts, identifying workarounds through vendors, or advising end users of correct process.Investigating Profiler traces (SQL logs), fiddler, Avicode & Dynatrace to both enable quick identification of possible errors & rule out application faults.Assisting in and resolving high severity incidents which includes liaising with End Users, SDMs and Product Specialists.Being pro-active in identifying re-occurring problems and developing the appropriate support documentation to aid for quick resolution in future incidents and/or escalating to development team for solution to be implemented into a build.Ensuring standards and procedures are adhered to and documentation maintainedAssisting in deployment and testing of upgrades and new implementations to ensure high availability of all systems by ensuring all software is tested to a high degree

Business reporting on the SAP administration system for a range of clients. User monitoring, user administration and profile support was also carried out. Providing in depth business analysis reports for companies such as BAE Systems, BNFL, Selex and Urenco. These were extracted using the SAP administration tool and compiled using the Microsoft office applications.Responsible for monitoring all tickets received into three remote resolution queues (Desktop, Email and Software Delivery) and ensuring that the calls contain all relevant informationChecking for call bouncing, calls not updated satisfactorily, re-occurrence of similar issues and highlighting these to the Team Lead.Liaising with Escalation Group and the Executive Support Team to ensure that tickets marked for priority are addressed by an engineer within the SLAMonitoring tickets which have had their SLA clock stopped pending client testing or availability and chasing up where relevant to progress the ticket