Rahim Kassam Email & Phone Number

London, Gb

London, England, United Kingdom

I am involved in all facets of IT Operations with my primary role being to lead and coach my team who are responsible for triaging issues and driving improvements on our internal business applications. Embedding a customer focused set of values in the way we work and communicate. I also own the Major Incident Management process, responsible for driving the evolution of the process. In support of this, I also run Incident Management Forums that deep dive into incidents to understand root cause as well as drive actions identified. I have recently implemented a Defect Management Process which has been shown to have had a remarkable and positive impact to the way defects are identified, documented, handed over to delivery teams and fixed into production. The next step will be to roll this out across all delivery teams. Being part of the Infrastructure, Security and Operations Leadership team, I am involved in all sorts of initiatives to help evolve the Operations function in support of the growth of the IT department and the business as whole. The role is extremely varied so it is never quiet or boring

London, United Kingdom

As a Head of Product, I was responsible for monitoring the service levels provided to customers, working with infrastructure and engineering teams to drive improvements and responding to major incidents. Responsible for the monitoring and reporting of software quality KPIs, inputting into the monthly software release management process. Identified and created a comprehensive set of KPIs for weekly reporting to stakeholders on all Sky products. Recruited a team of technical Insight Analysts, Service Managers and Data Engineers, growing from 1 direct report to 3 direct reports and 11 indirect reports, including teams from IT and DE, to provide insight into customer pain points and to drive improvements.Delivered a comprehensive data capability for Sky Glass, Sky Stream, Q Over IP and, more recently, Sky Live that allowed for deep-dive investigations and correlations on issues impacting customers, using Splunk, AWS, Tableau and GCP.Creation of quarterly OKRs for the team. Created a matrix-managed, cross-functional team from across the department to understand cause & effect using enhanced data views from customer engagement/customer journeys (PA), network/wi-fi performance and telemetry to identify problems impacting customers. Service Manager for investigations into customer call drivers and delivered improvements in the on-screen messaging and online help articles.Provided Incident Response across all European territories covering many technologies, leveraging technology and people efficiently and effectively. Service Manager responsibilities to ensure products, projects and services are delivered on time using Agile and ITIL frameworks for service management and operations, resulting in continuous improvements.Owned the Product Management roadmap for Quality and Experience improvement features for Sky Q.

London, United Kingdom

Service Manager responsible for key infrastructure such as SCCM, SCOM and JAMF services.Service Manager responsible for Application Support of critical business applications such as Salesforce, Condeco Room Booking System, Episerver CMS and Worksite Legal Document Management System and transformation of these services utilising SAAS offerings where appropriate.Responsible for the software licence budget for internal applications and JAMF Management tools of circa £300k. Transformed the Windows and Mac engineering team to be more business-focused, creating a strategy to tailor and enhance the service provided to each business area.Led the technical design and implementation of Microsoft Autopilot and Intune for a touchless Windows 10 deployment for new starters and to support the company-wide laptop refresh programme. Led and supported the strategy for Endpoint protection and acted as an architect and liaison with my colleagues in IS SecurityLed the team responsible for 3rd line engineering function for approx. 24,000 Windows and Mac devices at Sky, including patching compliance, security posture, software/application delivery and roadmaps for end-user computing.Led the design, test and delivery of new technologies supporting flexible working in new buildings across Sky CampusCoaching and management of a consistently high-performing teamExceptional vendor and supplier managementLed negotiations with vendors on several new technologies brought into Sky.

London, United Kingdom

Implementation of new tablets (iPads) and other mobility technologies to circa 4,000 engineers in the field, including email for the first time using Office 365Implementation of MDM platform (MobileIron) and supporting operational processesLed device and vendor selections.Full involvement in RFPs for software suppliers and the decision-making process.Involvement in business process mapping to understand how new technology would be used.Led the technology process mapping to understand how processes would impact the engineers, recommending overcoming the challenges and implementing innovative solutions.Stakeholder engagement and management to ensure the delivery of Technology was tracked, reported and in line with expectations.Matrix management of teams not directly reporting to me

London, United Kingdom

Service Management of all Sky interactive and web properties, including ownership of operational readiness activities for new services and launchesResponsible for the management of team driving operational acceptance on new services launching or releases to existing servicesDeputising for Head of Service OperationsIdentifying opportunities for Business or Technology Process improvementsOrganisation and management of Live Event Support with regular status updates to senior Technology and Business stakeholders, notably for the launch of F1 channel on SKY, Olympics Technology status, end of 2011 Premiership transfer window and end of Premiership Season 2011/2012Undertook role of central co-ordination for cross platform/technology projects, examples including SAN migration, Upgrade of Storage arrays and major Network changesManagement and involvement in several service improvements including instability following launch of Sky Go, eCRM instabilities, eSales/eService instabilities, instability of Sky Sports News on iPad and Sky Mobile TV on iPhonePoint of escalation from the team for advice and guidanceCreate and maintain effective relationships across Technology and the businessResponsible for obtaining strategic view of new services/launches and releases to enable effective management of team resourceWorking closely with Agile teams in a collaborative manner to achieve happy blend of Agile and ITIL methodologies

London, United Kingdom

I was part of the new Major Incident Management team at Sky responsible for the management and resolution of all major incidents impacting internal services as well as Sky customer facing services. Following resolution of the incident, Problem Management processes would ensure root cause analysis was undertaken.On-Call duty manager responsibilities for managing and resolution of major incidents affecting SKY’s business and customersRegular communication to IT and the business as part of the major incident processHeld regular reviews and conference calls with various support and resolution teams in the event of a major incident3rd party engagement as and where necessaryResponsibility for managing Problem Records and Known Error Records in line with agreed KPIsResponsible for identifying areas for improvement within the IT infrastructureUndertook and facilitated root cause analysis on issues affecting SKYRegular reporting to IT managementCreation and implementation of P2 incident management processUndertaking of extended on site major incident support for implementation of key systemsRequirement to learn, understand and present the new CRM system implemented by SKY to line managementRequirement to learn and document key business area of Broadcast and present back to the Problem Management teamEngage with the Service Delivery Manager on service issuesWork with Broadcast Technology teams to identify areas for improvement and to build relationshipsWork with Programme Managers and Project Managers regarding service introductionEngage with Change and Release management as and when requiredInvolvement in process reviews

London, United Kingdom

Responsible for the service delivery of a new epos solution into Sainsbury's stores across the UK including overnight batch processing, 3rd line support, Problem Management, upgrade processes and Major Incident Management.

Desktop Support team leader was the initial role I was recruited for. This followed by a role as Software Implementation Analyst rolling out Time and Expense Submission software across Andersen offices in EMEA. I then moved to be the System Support Team Leader which was responsible for processing all timesheets and expenses for the EMEA region for Arthur Andersen at every period end (every two weeks) as well as monthly, quarterly and year end batch processing.