Sabbatical - Personal and House refurbishment

Key Responsibilities: Managing 21 applications - Assisting the business in the use of their IT/IS landscape ensuring that relevant teams are engaged in the effective management of the information assets and capabilities.- Provide assistance to the Project Management teams to effectively design, deliver and support required business solutions- Working with offshore service providers and actively managing 3rd party suppliers and service delivery teams ensuring SLAs are understood and… Show more Key Responsibilities: Managing 21 applications - Assisting the business in the use of their IT/IS landscape ensuring that relevant teams are engaged in the effective management of the information assets and capabilities.- Provide assistance to the Project Management teams to effectively design, deliver and support required business solutions- Working with offshore service providers and actively managing 3rd party suppliers and service delivery teams ensuring SLAs are understood and met. Ensure any escalations are managed to completion and that relevant and effective communication is completed to the business users. Experience working with offshore service providers- Act as a contact point for any support issues ensuring issues are resolved and service delivery teams and 3rd party suppliers are held accountable for breaches to agreed SLAs.- Participate in any testing activities ensuring test cases are documented and executed, defects are logged and managed and business users understand their role in the test process.- Provide suggestions on how to add value to the business with the use of IT/IS including new products, processes, upgrades and decommissions.- Integrating and supporting Software as a Service (SaaS) and Platform as a Service (PaaS)solutions.- Participate in the continuous improvement of the IS service offering including suggesting new processes and ways of working both within the immediate team and part of the wider IS function. Honour and champion new adopted processes and hold peers accountable for their actions.- Build relationships with key stakeholders ensuring commitments are delivered, provide advice and guidance with the use of IT/IS solutions and business value is recognized- Service Review meetings with SaaS provider Ascertia ref SigningHub.- DevOps experience – Delivering application upgrades- Microsoft Azure experience with Knowledge of Multifactor Authentication, Single Sign-On, Microsoft Active Directory Show less

The responsibility includes the operational support, maintenance and performance of several applications that are critical to the patient safety (Pharmacovigilance) area and are validated to GxP.  Key Responsibilities:- Incident Management - Ensuring continuity of business execution through ensuring production applications are:Provides the linkage of technology and business process understanding to quickly restore service, including the creation of creative workarounds, as… Show more The responsibility includes the operational support, maintenance and performance of several applications that are critical to the patient safety (Pharmacovigilance) area and are validated to GxP.  Key Responsibilities:- Incident Management - Ensuring continuity of business execution through ensuring production applications are:Provides the linkage of technology and business process understanding to quickly restore service, including the creation of creative workarounds, as necessary across multiple business processes/services and associated applications, supporting large user populations, across multiple business units/geographies), or support business critical processes. - Problem Management - Participating in troubleshooting of applications across multiple technology domains and business areas.- Documentation and Processes are followed to ensure ongoing continuity of knowledge including: a. Application dependencies (across applications, hardware) b. How applications support the business processc. Lead and champion continuous improvements that improve the end-user experience, reduce risk and lower the cost of ownership of the service on an ongoing basis.- Perform ITCP (Infrastructure Technology Continuity Planning) for the OASIS service- SMES (Signal Management Evaluation System) - Accountable for maintaining the system in an inspection-ready state and validated according to the level of risk and GXP compliance required - Responsible for maintaining Audit/Assessment readiness and support - Develop strategic partnerships with internal business, IT groups and external vendors and act in a ‘forward thinking’ capacity for assigned system(s). - Release Management, including managing change control board scheduling, tracking and follow-up where appropriate. - Change Management - Ensure data integrity is maintained through all system versions Show less

Project OCCO (Omni Channel Customer Ordering) Base - Incident ManagerKEY SUCCESSES - Incident Management Process - Provided advice and guidance in the flow of incident process for OCCO, required to address and or resolve incidents- Customer focused – exceeded expectations – ref an issue for ‘DX Nightfreight’ collection of orders that were being cancelled and addressed the resolution for DC’s to minimise the cost and reputation of JohnLewis- Proactively managed incidents before… Show more Project OCCO (Omni Channel Customer Ordering) Base - Incident ManagerKEY SUCCESSES - Incident Management Process - Provided advice and guidance in the flow of incident process for OCCO, required to address and or resolve incidents- Customer focused – exceeded expectations – ref an issue for ‘DX Nightfreight’ collection of orders that were being cancelled and addressed the resolution for DC’s to minimise the cost and reputation of JohnLewis- Proactively managed incidents before they became an issue for the business by actively engaging support teams to determine the impact - Responsibilities:- Real-time incident management- Major incident management: providing leadership to in-sourced and outsourced technical teams and key stakeholder engagement- Escalations management - Prioritisation of service restoration tasks for multiple teams and coordinating with in-house as well as multi-vendor service delivery teams including Integration Ab Initio, ESB, Sterling, ODS, Web Back Office / On-line, CSS and IS teams- Creating Incident Management processes for OCCO (Omni Channel Customer Ordering)- Generate incident summary report for management Show less

Service Manager for ServiceNow / Reports / Processes / Change and Problem:- Process Owner for Change and Problem - Responsible for analysing and reviewing all proposed changes to IT applications and infrastructure prior to implementation. Ensuring that they are adequately documented, progressed and coordinated in a timely manner. - Conducting Post implementation Reviews (PIR) of all unsuccessful change implementations. - Assessment and monitoring of all infrastructure… Show more Service Manager for ServiceNow / Reports / Processes / Change and Problem:- Process Owner for Change and Problem - Responsible for analysing and reviewing all proposed changes to IT applications and infrastructure prior to implementation. Ensuring that they are adequately documented, progressed and coordinated in a timely manner. - Conducting Post implementation Reviews (PIR) of all unsuccessful change implementations. - Assessment and monitoring of all infrastructure and application changes for risk and impact. - Producing regular management information reports on changes and Problems implemented for senior management consumption. - ServiceNow - Contribute to process improvement initiatives including strategic planning and Road maps, or improve service and cost effectiveness. - Management of Service Now administration requests for access and validation- Management of vendor relationships including Wipro, IBM, AT&T, HP, Nucleus Software and, AFB- ServiceNow tool training for users on the use of Change and Problem modules- Conduct configuration audits where required, rectifying any issues identified and proactively striving to improve efficiency of processes. o Running CAB meetings, o Running Problem Management to determine Root Cause Analysis o Managing vendors to deliver required information on time for both Requests for Change and RCA’s.o Management of IT processes related to Problem and Change- Asset management for Licenses and Certificate management:o validate licences and certificates transferred to GMFo record and track licence and certificate acquired or purchased together with usageo periodically undertake audits and reconcile reports to licence and certificate records highlighting exceptions- Updating of Configuration Management Data Base Show less

Fujitsu - Customer Service Technician - Post Office account - Call taking / Incident logging- Problem Troubleshooting- End to end to incident management- Providing excellent customer service- Regularly updating end users on incident status, liaising with other capability units- Assist in ensuring the desk meets and exceeds our telephony SLA targets

- Be the primary contact/advisor for client and support staff on all escalation initiations- Incident logging - Handle telephone calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our clients and support staff. Proactive and reactive event / incident management support- Invite client to participate in telephone problem resolution using available tools to diagnose and resolve technical problems- Facilitate or escalate client issues and… Show more - Be the primary contact/advisor for client and support staff on all escalation initiations- Incident logging - Handle telephone calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our clients and support staff. Proactive and reactive event / incident management support- Invite client to participate in telephone problem resolution using available tools to diagnose and resolve technical problems- Facilitate or escalate client issues and complaints, both internally and externally- Co-ordinate all consumable calls in order to enable dispatch of Multi-Vendor consumables to clients- Liaise with various service desks and 3rd party service providers escalating through these avenues to close Show less

- Process owner and responsible for maintaining the process and related documentation i.e. Process administrators and users of personal devices- Management of 3rd Parties Suppliers including performance and creating Issue plans- Team Management including - Training and Personal Developement - Facilitate identification, analysis and planning for risks across all areas - Identify Service Improvements and co-ordinating actions with the Support groups, Service managers and… Show more - Process owner and responsible for maintaining the process and related documentation i.e. Process administrators and users of personal devices- Management of 3rd Parties Suppliers including performance and creating Issue plans- Team Management including - Training and Personal Developement - Facilitate identification, analysis and planning for risks across all areas - Identify Service Improvements and co-ordinating actions with the Support groups, Service managers and Suppliers – On shore / off shore - First Point of contact for any escalations- Relationship management with client- Service Reviews with Suppliers- Incident, Problem and Change Management- Financial Management Show less

- Created an Operational Support Model for 'Internal Technology and Services' group ref Security Policies for users and systems - Global Security Incident Manager - Created a Standard Operating procedure for the management of Global Security Incidents - Management of Risks for Internal Technology and Services - Reviewing the Risk Plan and Issue Plan to ensure that Risk Champions are keeping the risks within their areas up to date- Process owner and responsible for… Show more - Created an Operational Support Model for 'Internal Technology and Services' group ref Security Policies for users and systems - Global Security Incident Manager - Created a Standard Operating procedure for the management of Global Security Incidents - Management of Risks for Internal Technology and Services - Reviewing the Risk Plan and Issue Plan to ensure that Risk Champions are keeping the risks within their areas up to date- Process owner and responsible for maintaining the process and related documentation Show less

Current role since November 2010 - 'Risk and Continual Service Improvement Plan' Manager• Process owner and responsible for maintaining the process and related documentation• Creating ‘bubble’ reports of the high priority risks and issues and attending global meetings to discuss as necessary• Reviewing the Risk Plan and Issue Plan to ensure that Risk Champions are keeping the risks within their areas up to date• Train and support Risk Champions• Facilitate identification… Show more Current role since November 2010 - 'Risk and Continual Service Improvement Plan' Manager• Process owner and responsible for maintaining the process and related documentation• Creating ‘bubble’ reports of the high priority risks and issues and attending global meetings to discuss as necessary• Reviewing the Risk Plan and Issue Plan to ensure that Risk Champions are keeping the risks within their areas up to date• Train and support Risk Champions• Facilitate identification, analysis and planning for Risks and Continual Service Improvement Plan’s across different areas • Identify synergies between risks and issues in different areas• Resolve escalations from Risk Champions• Review of the Thomson Reuters SARR (Service Acceptance Risk Register) report to indentify any risks which could impact Fujitsu.• Review Risks with customer Risk Manger Show less

Service Delivery Manager - Roles held – Voice service, MIRA (Management Information Reporting Analysis) a Financial system, eSpresso system which provides log on authentication for Thomson Reuter’s customers, Peregrine a call logging system, Siebel a management reporting system, Service Transitions and Transformation Lead for Global Service Desk.• Co-ordinating the delivery of services from the associated technical and service control teams (on shore / off shore teams), ensuring a… Show more Service Delivery Manager - Roles held – Voice service, MIRA (Management Information Reporting Analysis) a Financial system, eSpresso system which provides log on authentication for Thomson Reuter’s customers, Peregrine a call logging system, Siebel a management reporting system, Service Transitions and Transformation Lead for Global Service Desk.• Co-ordinating the delivery of services from the associated technical and service control teams (on shore / off shore teams), ensuring a cohesive, and high quality service is delivered. Utilising standard and agreed reporting and metrics, such as Major Incident Reports, and Key Performance Indicators • Identify Service Improvements and co-ordinating actions with the Support groups, Service managers and Suppliers – On shore / off shore • First Point of contact for any escalations• Managing Risks - Actively owns and proactively manages Risks and issues. • Major Incident Management and reviews using RCA (Root Cause Analysis)• Incident / Problem Management – Control and ownership of incidents through resolution - Trend analysis through incident reviews - identify trends with a view to minimising problem reoccurrence through the use of root cause analysis• Chairing daily meetings and Monthly service reviews with 3rd Parties• Change Management - Managed Service Change via the TF system for Request for Service and Request for Change• Delivering Impeccable Service by making Improvement using SIP (Service Improvement Plan) • Managing small projects• Management of 3rd party suppliers• Relationship management with client• Service Transitions and Introductions of Application Show less

• Co-ordinating the delivery of services from the associated technical and service control teams, ensuring a cohesive, high quality service is delivered. Utilising standard and agreed reporting and metrics, such as Major Incident Reports, Key Performance Indicators and Capacity Management• On call for Operational Service and Out of Hours• Identify Service Improvements and Risks• Managing Risks and DR (Disaster Recovery) - Actively owns and proactively manages SLM Risks and issues… Show more • Co-ordinating the delivery of services from the associated technical and service control teams, ensuring a cohesive, high quality service is delivered. Utilising standard and agreed reporting and metrics, such as Major Incident Reports, Key Performance Indicators and Capacity Management• On call for Operational Service and Out of Hours• Identify Service Improvements and Risks• Managing Risks and DR (Disaster Recovery) - Actively owns and proactively manages SLM Risks and issues. • Customer contact on business impact incidents and reviews using Cause Effect Action Prevention• Incident / Problem Management – Control and ownership of incidents through resolution - Trend analysis through incident reviews - identify trends with a view to minimising problem reoccurrence through the use of root cause analysis• Monthly service reviews and Reports• Change Management - Managed Service Change via the MSC system for Request for Service and Request for Change• Delivering Impeccable Service by making Improvement using SIP (Service Improvement Plan) • Setting up and chairing conference calls with customer• Knowledge of Profit and Loss• Management of projects• Documentation: Creating Operation Support Manual for Service impact based upon the ITIL format Show less

Fujitsu Services (Application: SAP, Stevenage) Senior Technician – System Management CentreService Delivery Team Lead role: Infrastructure, Data Centre / Networks / EPOS- Incident / Problem Management – Control and ownership of incidents through resolution- Change Management - Managed Service Change via the MSC system – Aurthorisation of changes to the infrastructure (CAB)- Release Management- Responsible for line management and as a technical escalation point… Show more Fujitsu Services (Application: SAP, Stevenage) Senior Technician – System Management CentreService Delivery Team Lead role: Infrastructure, Data Centre / Networks / EPOS- Incident / Problem Management – Control and ownership of incidents through resolution- Change Management - Managed Service Change via the MSC system – Aurthorisation of changes to the infrastructure (CAB)- Release Management- Responsible for line management and as a technical escalation point for a team of technicians providing remote monitoring and management of the Post Office infrastructure using Tivoli Event management and Software Distribution to the estate.- Updating of Asset / Configuration Management Data Base - Fulfilled roles in various parts of the 'Post Office account' (now Royal Mail Group) as well as involvement in complex infrastructure projects, Data Centre upgrades and SAP system- Application Assurance - Setting up of incident management process for major incidents with Service Control Team.- Business Continuity experience- Provide advice and guidance in the raising of changes required to address and or resolve problems and incidents- Availability, Capacity and Service Continuity of various applications supported for the customer, ensuring customer reputation is intact and there is no loss of revenue - Component Failure Impact Analysis (CFIA), Risk Analysis & Assessment (RA&A), Business Impact Analysis (BIA), and Service Outage Analysis (SOA)- Management of Major incidents Show less

Resolving Networking, Hardware and Software related End user issues for the department on Widows 95, Unix, and Macintosh operating systems