Reporting to the Operational Risk Controller. Facilitating effective incident deliverance and problem management across multiple territories to protect Now Tv's customers and mitigating impacts to the business from avoidable issues while supporting Now Tv's department and business KPIs. In addition, ensure we are always in a place to get things back on track with minimal impact when things go wrong. Tasks will include:• Manage and co-ordinate incidents and incident resolution. Restore normal service operation as quickly as possible & minimize the adverse impact on business operations, ensuring that agreed levels of service quality are maintained.• Understanding of the incident management lifecycle and how this feeds into the customer experience when our services or technologies fail• Incident Management plans around key events, changes, offers, campaigns, technical releases, and past and present incidents

Apart of the Application Support team that provides support and maintenance for Sky such as obile internet, applications for mobile and IPTV devices,SMS, the Digital text service, Interactive TV and is additionally responsible for ensuring systems are available at all times, including via liaison with our 24hr operations team and on-call support rota. Daily Support Tasks•To provide responsive second line application support as defined by the Application Support Manager or Team Leader.•To analyse client issues and trouble tickets and take ownership of issue resolution, and to provide solutions to enable the development teams to close issues.•To ensure that application support standards and processes are implemented and contribute actively to their continuous improvement.•To ensure that support requests are efficiently logged and tracked through to resolution.•To update support documentation to reflect code changes in a timely manner to ensure that team knowledge is captured and retained.•To build effective relationships across Sky Technology as well as other business areas within Sky, providing a distinct client focussed support function.•To perform routine data gathering and configuration tasks. •To liaise with internal and external customers to ensure that we are providing the best possible service for them.

E-Procurement System - Purchasing of goods and services, providing Sky business users with assistance with the Ariba usage..-Providing users with a full understanding of P2P process - Training users on aspects of the Ariba System, providing offsite training for users that are based at different Sky offices for example Sky Victoria. Clear coherent speaker, explaining Ariba process for the technical and Non-technical users. 1-2-1 Ariba Recap training sessions for Sky business users that preferred to have their Ariba queries answered in more easy going setting at their desk. -Implement best practices process & tool changes where appropriate.-Identify opportunities for possible improvements to Ariba and notify 2nd line team to handle.- Generating of reports within Ariba.-End user Satisfaction with the tool and usability.-Identify opportunities for and implement changes in Ariba to reduce cost per transaction.-Identify opportunities for and implement contract enablement, supplier enablement, e-invoice enablement to increase spend through contracts,-Ariba Network and e-Invoice spend.-Maintain the commodity configuration and documentation.-Upload master data, contracts and catalogues as required.

Global IT Support Solutions for the Travel and corporate Enterprise. ESP specialises in keeping critical IT Systems up and running on a 24 hour basis. This is done globally for airlines, airports, the travel industry and corporate enterprise.• Maintenance of Heathrow Terminal four Cuss Kiosk- Includes repairs, replacement of hardware components, kiosk configurations.• Airline Check-in Desk maintenance – repairing printers and workstations • Assisting Operations Manager of Terminal 4 by checking and monitoring Airside and Landside Core Rooms. • Roles: At ESP I am currently in charge of the CUTE Support. Repairing check-in Printers and also check-in workstations.• Specialist Provision of onsite, fast-restore support contracts for Airline Industry.• Installations, Moves, Additions, Changes and Disposal• Workshop services offering a full spectrum of support services to the organisation & specialist logistics• Third party Management software integration, including remote alerting, diagnosis and incident closure.• Routine replenishment and cleaning visits.• Monitoring. Use of tools to automatically monitor the status of the entire kiosk real estate for a customer and resolve a significant portion of alerts remotely.Workstation Set Removal: This involves the removal system sets during a planned desk move after patching has occured and be done and it is my job to ensure that port numbering matches up with previous ports when reinstlling system sets.

- Dealt with System Upgrades such as Windows XP, Windows 7 and Windows 2003 Server-Printer Maintenance- HP , Epson- Selling Software and Hardware to Users & IT professionals-Company Installations: This comprised of installing 4 or new workstations with up-to-date operating system such as Windows 7 with Peripherals included.-Laptop Repairs & Upgrades: Upgrading operating systems, installing sticks of RAM and ensuring Laptop has wireless capabilities.-Providing Customer Service: This comprised of speaking to customers answering computer related queries, advising users on best computer practices.