As the Product Manager for Atlassian Tools and SAP Signavio at VMO2, I am responsible for crafting the long-term vision and strategic direction for these platforms. I lead a talented team of professionals who are dedicated to establishing a robust Quality and Control framework across Business Process Solutions through Atlassian. My role encompasses providing governance for a standardized front door solution for organisations , which includes demand to delivery management functionalities for Projects and Small Works. I am also accountable for the oversight of key performance indicators (KPIs) and customer satisfaction (CSAT) metrics for across Platform level demand & engagement, ensuring that our standards for quality and control are consistently met and exceeded.

Virgin Media is part of Liberty Global . My area of responcibilities under Data Centre Infrastructre team as below , Quality GovernanceJIRA and OBIEE requirement Management for Data Centre Infrastructure , TREND Analysis, Quality Reporting , Quality Request Delivery Management , Quality Assurance /Controls, Quality CSI Management , Process Mapping and Governance , User Guides - Best Practice Management.   Release GovernanceRelease Schedule Management , Release Container Management, Approval Management, Release - Change Management Alignment , Release - Configuration Management Alignment , Release Management Matrix Management , Release Analysis , Release Reporting

My role involved regular reviews of existing technology services against any high priority incidents to highlight areas of improvement. I worked with the teams to implement service Improvements using the most suited methodologies . My role also required me to carry out post incident reviews on every high priority incident and facilitate brainstorming sessions for the teams to reach root cause and permanent resolution. Furthermore discuss, agree and implement any preventative actions. My responsibilities included : ● Co-ordinate the planning, design, testing and maintenance of IT recovery plans , ensuring plans are understood by IT staff. ● Ensure the risk register for IT Services is reviewed and updated monthly. ● Managing the continuity plan during invocation and restoring the service back to the primary or other designated facility.Improvements delivered ● Missing Polling Data – HFCPM (Known Problem)Problem: About 1.3M out of the 8.6M average total CPE were missing.Benefits achieved:Missing polling data has been improved by about 85%. This also Improved Tech Performance & bonus, better and faster resolution to customer’s issue, and also saved truck rolls. ● DATA Support Service Improvement - Perceived Benefits: Reduced the high priority issues for various platforms by 25% that cause high priority incidents and improved stability.

My role involved providing a primary project interface between the project team and all business/technology areas for change projects part of large transformation programmes. It involved carefully balancing the business needs with the operational demands. Key responsibilities involved:Managing all communication between business and change delivery teams.Developing a framework for the adoption of new processes, ways of working and behaviours.Maintain the readiness criteria for projectManage UAT and Project Warranty Some of the key Projects for my readiness responsibilities are as following, ● Windows 7 Upgrade , SAS Upgrade● Einstein Project: 30 sec triage process to resolve customer fault calls. Einstein project has been recognised by the UK IT Industry Awards for Business IT Innovation of the Year 2015.Improvements Delivered ● Remedy Best Practice ITSM:This initiative has successfully delivered improvements to quality, efficiency and operational cost. IT Operation has seen an overall improvement in customer NPS by 8%, closure Rate by 6%, Ticket Quality by 49% and MTTR is improved by 40%.

My role involved 2nd line support for desktops, business portables and mobile phones. I worked along a team of analysts to resolve and fulfil all IT faults and requests within the agreed SLA. I also provided LEAN/Sigma subject matter expertise to the management.Improvements Delivered● Improved Laptop delivery and customer experience: Laptop delivery improved by 5 days. ● 100% reduction of incorrect incident tickets: Used the problem solver activity to reduce the incorrect P3 raised. ● Improved daily/Monthly reporting requirement by implementing a database ODBC MS Access.

During my role I managed all the LEAN Sigma initiatives; highlights for some of the improvements are as below;● Improved the Order Handling Process by implementing a paperless solution for the department. Task time was improved by 50%. ● Improved the switch translation process within the switch Provisioning process by getting it built in Java to reduce the time taken for provisioning telephone lines.● Improved the switch provisioning process; an MS Access based switch checker was upgraded to aid portability, business and provisioning functions. ● Implemented a new process to help reduce the 999 discrepancy risk from number change orders. Automated queries were developed / database implemented to collect data from ICOMS –I-Series and feed into the database. ● Implemented a solution to pro-actively capture 999 orders from other communication providers to reduce the risk of 999 discrepancies. ● Improved the Business order handling process with task time save of circa 50%. Reduced the risk of losing critical orders caused by shared spreadsheets.

During my role I was providing IT consultancy to various private companies and institutions. Services included, ● Network Administration and data backup and recovery.● Hardware and Software support for desktops and laptops.● IT Support for Microsoft products and other applications to 300 users at various locations.● Coaching various IT Courses.● Broadband LLU customer support for Mega-net Internet Services.● Planning and implementing IT improvements.