Managing a team of Enterprise Vault Consultants who work remotely or onsite at customer premises designing and implementing migrations for mail, documents, sharepoint data from primary servers to secondary, tertiary or cloud level servers thus reducing customers running costs.Responsibilities include:Resource planning and schedulingDelivery Escalations ManagementQuality of delivery and customer satisfactionAssisting with governance on larger projectsHR responsibilities including Holiday approval; absence monitoring, expense approval, performance managementProcess Improvement

In conjunction with 3 other Duty Managers, had Line and Operations Management of 4 teams of 3rd line engineers with full responsibility as the IT service provider for the Baggage Handling System at Heathrow T5. The teams consisted of Oracle/DBA & Windows engineers and High Level System Analysts working in a shift pattern covering a 24x7x365 business critical operation on behalf of BAA, BA and Babcock. Responsibilities included HR matters (resourcing, performance management and absence monitoring) ensured adequate resources covered the shifts; performed regular 1-2-1 and appraisal meetings with team members including setting objectives and poor performance issues; motivated staff to “go beyond expectations” to deliver “tight deadline” pieces of work using flexible methods of persuasion; Operational performance (task management, work allocation, project resource allocation and SLA reporting); input into Financial reporting by documenting, assessing and recommending changes to staffing levels and Health and Safety issues covering work station; manual handling and workplace risk assessments. Key Achievements include:Lead a review into compliance with the BAA IT Security policy and presented recommendations to VanDerLande UK Senior Management.Reviewed and amended the existing Incident, Change and Configuration Management procedures in preparation for an audit of processes which passed with no issues or comments. Took the lead for the Duty Managers in assessing and recommending a new electronic time recording system.Used my Incident Management skills to successfully manage high severity incidents on a suppliers’ IT system.

Line Management responsibility for a team of 16 Unix engineers who support the websites and iPlayer service for the BBC as well as the websites and databases for the Office of National Statistics. Responsibilities included resourcing, task allocation, recruitment and performance management of the team. I also deputised for the Operations Manager covering all operational functions including budgeting & finance, attended project transition meetings and weekly key client progress meetings. I was the first point of contact for internal and external customer escalations and complaints that often meant I needed to talk to customers to understand their concerns/commitments and re-prioritise the team’s work schedules accordingly. I managed the recovery of Technology Service Incidents as well as ensuring Post Incident Reviews were completed on time with Root Cause identified or continuing investigative actions included in the document for presentation to the customer.Key Achievements include:Introduced new processes eg rota’s; absence monitoring and resource allocation to improve team performance and ensure SLAs could be met and minimising customer escalations. Moving from achieving only 22 of out 33 SLAs to passing 32 out of 33 on a regular basis. Introduced new processes so that updated management information regarding daily commentary on Key SLA failures were highlighted to internal and external Service Management Teams as well as ensuring commentary for End of Month Non Key failures were input into the client reporting systemImproved current processes eg automation of production of End of Month Non Key SLA reports to Service Management resulting in the reduction of 1 days man hours and improved accuracyDocumented new processes and ensured current documentation was up to date.Planned and managed team rotas including on-call and early/late shifts introducing tracking systems to ensure legal requirements and shift patterns met

Line Management responsibility for a team of 15 Application analysts and programmers for the Unified Annuities Payment System. This application was considered, at Prudential, to be one of its 5 major systems. The application was used to pay out pension payments to Prudential Annuity customers. Responsibility included resourcing; task allocation; recruitment and performance management of the team; deputising for the Application Manager covering all operational functions including budgeting & finance; attending project transition meetings and weekly key client progress meetings. I was the first point of contact for internal customer escalations and complaints that meant I needed to talk to them to understand their concerns/commitments and re-prioritise work schedules accordingly. Ensured that timesheets were submitted to and approved by me within agreed times including the approval of all overtime/on call payment submissionsI also managed the recovery of Major Incidents as well as ensuring Post Incident Reviews were attended and any subsequent actions were completed on time. Key Achievements include:Introduced new processes eg monthly application software release cycle to progress fixes and enhancements through to implementation, absence monitoring, resource allocation, to improve team performance.Managed analysts/programmers to complete projects efficiently and effectively and to work in line with the agreed monthly release cycle to reduce impact to the clients due to only one release per month.

Line Management responsibility for a team of 6 Major Incident Managers including identifying training needs; recruiting new members of staff; input into performance management processes including performing staff appraisals; deputised for Service manager covering all operational functions and attended project meetings and monthly key client service meetings I was the first point of contact for internal customer escalations and complaints if they felt other Major Incident Managers were not recovering the incident quickly enough. I was also called upon to manage the “high profile” incidents eg total Network outage impacting all Prudential offices, system outages of new “high priority” applications eg 4Front (a single front end interface into Prudential Customer applications). Applications SupportedIBM & UNISYS Mainframe applications; Mid-Range; PC applications (both written in-house and by a third party); Windows 95, 97 & 2000; Sybase; Filenet; Messaging system (Lotus Notes & Microsoft Outlook); Java; Websphere; Oracle databases; CSF printing.Key Achievements include:Devised and managed the introduction of protocol documents to effectively manage incidents on current systems as well future systems Spent time at the new Prudential offices in Mumbai assisting in the set-up and development of the newly established IT area, providing training and support.Completion of the LESLP “Bronze” Crisis and Contingency Incident Management training.Trained new staff (Reading, Scotland and Mumbai, India) in the resolution of major system outages 24x7

Team leadingDealing with customer complaintsProviding pension quotesAltering pension policies at clients request

Providing quotations to "cash in" the policyAltering policies at clients request