Shahidheen Hamzy Email & Phone Number

Watford, Gb

London, England, United Kingdom

Sri Lanka

Line manages the Support delivery leadership team.Owns the Support Service Catalogue.Responsible for support service delivery and the meeting of SLAs.Manages escalations - second escalation point.Reviews support service metrics and takes action as required.Owns service relationship with any 3rd party service provider/supplier to Support.Support’s own ‘IT Business Partner’ - responsible for ongoing provision of systems for the Support team.Ensures effective use of systems across Support.Operational Management• Contributes to and implements the Support Operating Model, ensures its full and effective implementation, including:o Assessment and continuous improvement of support delivery processes and operating procedures.o Analysis of metrics and KPIs to ensure targets are met. Takes action to correct underachievement.o Building and maintaining the Service Catalogue, defining service line items, agreeing SLAs etc.Governance and Risk Management• Participates in the Governance of the Support function according to the Support Governance Charter.• Ensures adherence to LSEG Group and Support department policies, processes and procedures within the support service delivery teams.• Undertakes risk assessment and management activities according to the Support risk management process defined in the operating model.Financial Management• Manages the service delivery team budget, monitors actuals against budgets, taking actions to correct negative variances.Third Party Supplier Management• Creates and applies the supplier management process. • Undertakes service audits and reviews with a view to ensuring SLA compliance and service improvement. • Ensures supplier/provider complies with LSEG/MIT policy and regulation where appropriate. • Assists suppliers to achieve compliance where non-conformances are found.Communications• Ensures the operational day-to-day communications meet the needs of stakeholders and follow agreed processes and procedures.

Sri Lanka

Sri Lanka

- Managing Business Analysts and Consultants across multiple Agile Scrum Teams- Currently also playing the role of a Product Owner for a Agile Scrum Team managing multiple clients- Involved in initial research and implementation of BDD and Lean Software Development

Sri Lanka

- Continuing on from the previous year, was the Lead Business Consultant overseeing the implementation of the Automated Trading System of an Indian based Commodity Futures Exchange - Defining and fine tuning scope with the involvement of internal team and client side stakeholders. Controlling scope creep, cost and time to market- Lead and Agile Scrum Team that implemented the Automated Trading System

Sri Lanka

Defining scope of solutions and detailed analysis and finalizing requirements. Work with Business Analysts and Project Managers in defining timelines and finalizing cost of project. Help client and higher management identify areas of functionality that can be de-scoped or de-prioritized. Conducting training sessions for client in understanding Millennium Exchange and help client identify areas of change to current day-to-day operations to improve productivity and reduce overhead.

Sri Lanka

Worked as a Team Lead post go-live, for two Commodity Futures Exchange projects, with focus on new system requirements and change requests (CRs). Involved in the full life cycle of the Indian based ACE Commodity Exchange project from pre go-live requirement gathering to post go-live system support. Requirement gathering and GAP analysis of Exchange Platform Product, Clearing and Settlement Product, Surveillance Product and Trader GUI. Understanding of regular trading, clearing, settlement and delivery of commodities and equity.Understanding of the behaviour of FIX and FIX based FAST Gateway protocols, MillenniumIT's NATIVE and MITCH Gateway protocols, Strategies (Calendar Spread, Option Calendar Spread, Butterfly and Condor etc.) trading and Implied Orders.Involved in test case and scenario analysis with Quality Assurance team. System testing, coordinating and conducting mock runs and sea trials.Coordinate and conduct training sessions for newly recruited and visiting client Business and Systems Analysts.

Bachelor'S Degree, Information Technology

Education record