Largely responsible for providing operational and incident management services across the VeriFone MSO enterprise. Some of the responsibilities are owning, tracking and resolving Payment Gateway related incidents and requests within SLA's. Reviewing service related reports on a daily basis to ensure service related issues are identified and resolved within established SLA's, responding to systems related alerts and creating Incident Tickets, starting Management Bridges to the correct service areas to ensure that all the relevant engineering teams are enaged and dealing with the incident to restore service. Working with SMEs to come up with strategic solutions to recurring problems. Part of a global team providing a 24/7/365 service.

To provide a point of contact for the customers to discuss and log new issues relating to their service. Produce monthly reports showing the service levels and assist with improving the service to the customers.Assigning incidents to the engineers and tracking engineer workloads.Creating Crystal Reports for internal and external reporting.

Responsible for carrying out IT Security Monitoring to ensure users/systems comply with SOX compliance, across Windows, Unix, AS400, SQL and Oracle based platforms.Prioritising workload to ensure daily monitoring activities are carried out and reports are completed to SOX compliance standards.Developing and upgrading new reports to include extra activities, systems and users on Log Logic Compliance Manager reporting tool.Ensuring that responses from the user community are correct and that they meet the standards of the auditing processes.Responsible for keeping exception databases updated and entering new exceptions to ensure that monitoring processes are kept updated.

Problem ManagementResponsible for driving and controlling Problem Management investigational activities;Ensuring problem records are kept up to date with clear concise information which easily explains what current investigational steps are taking place;Developing and maintaining problem control processes;Prioritising workload using Severity guidelines;Efficiently manage 50+ problems record activities on a consistent basis;Monitoring and recommending changes to the effectiveness of error control & problem processes;Building and maintaining strong relationships with suppliers by effectively communicating to all levels;Responsible for planning, running and controlling problem investigation conference calls and meetings;Ensuring adherence to policy and procedure and assisting in the development of these to improve process efficiency;Identify area of Service Improvement for the customer;Drive and focus on Incident reductionApplying sound understanding of trend analysis

Accountable for the successful monitoring of client systems and ensuring continued service to include interfacing with customers to ensure that servers are functioning and to gather information about more complex server requirements;Responsible for testing, evaluating and resolving complex equipment problems and systems outage;Maintaining an accurate audit trail of job activities and status to document productivity including comprehensive quality records;Performing scheduled backups on systems on a daily, weekly or nightly basisResponsible for resolving incidents remotely when requiredEffectively update customers on incident progression and making recommendations to reduce incident rates.

Responsible for quickly responding to and successfully resolving customer issues & incoming requests via email or phone call within Service Level Agreements or passing to resolver teams.Resolving user queries and issues via email or phone.Taking ownership of technical incidents and progressing them through to call closureRemotely providing assistance to users.Visiting customers to provide onsite support and maintenance and to perform software upgrades, hardware fixes.Creating Active directory accounts for new members of staff, resetting password issues via Active Directory and deleting accounts for staff members who left.Creating outlook exchange accounts for new members of staff, also assisting with creating PST files to store emails and other information within exchange.Assisting members of the helpdesk with training and support.Deputising when required on the helpdesk

Creating a Visual Basic software tool for an internal customer to use on a project, this involved all stages of the lifecycle from design to testing.Creating Pascal and Ada code to update existing tools used by internal clients of BAE Systems.Created a spreadsheet tool using Microsoft Excel, to control and track, budget and time management for general use within the Support Software Team, used by the managers. This involved complex formulas and charts to show progress and status of the outstanding projects and planned projects.Liased with the Hardware and Finance departments to track and log company assets ready for a company audit, this task involved meeting with many people with the company and departments of the business to locate these assets.Acting as a central point of contact to the IT helpdesk. If possible fixing the computers directly either by remote access or by going to the engineer's desk. If unable to ensure PC related problems were fixed logged a call to ensure the problem was dealt with quickly and efficientlyAssisted with metrics for project time scales to indicate to both business management and the customer to the project status.Updating Design Documents using Sun Teamwork Station, ensuring that all design was up to date and correct. Assisted with customer relations by helping them with queries and demonstrations.Keeping the day-to-day running of the project involving holding meetings and reviews and dealing with the customers.