Shane Corcoran Email & Phone Number

Galway, County Galway, Ireland

Managing a team of CloudOps SME’s, responsible for the areas of Problem Mgmt., Quality Mgmt., Knowledge Mgmt., and Continuous improvement. This is achieved through initiatives working with SRE Tooling, Automation and Observability teams. Partnering with the Development Engineering Org to identify and deploy improvements across each Value Stream to enhance the overall supportability and observability of the core Cloud Applications. Developed and maintain a Cloud application focused Knowledge Base which has been rolled out to the entire Avaya Cloud Support Services Org to centralize the Avaya cloud offerings knowledge.

Galway, County Galway, Ireland

Primary objective was to establish a follow the sun operating model for a Triage and Debugging function in the Cloud Services, which I successfully delivered.The Cloud triage team managed the CCaaS application customer reported bug/defects, through application and log debugging, act as Tech lead/Incident coordinator on all application outages, responsible for compiling root cause analysis and the delivery of improvement opportunities. Along with my primary objectives, I was responsible for secondary deliverables essential to the management and operation of the function, including an automated on-call resource engagement through OpsGenie, and the executive reporting framework which is delivered to VP/ SVP leadership each week.

Continuous Improvement Delivery Leader - Ireland:Responsible for the delivery of proactive and continuous improvements in the areas of Problem, Capacity, Configuration management and Automation for Ireland. This is achieved by identifying and delivering successful stories in 2-week sprints across each function managed via Jira. Function as Scrum Master and team lead to ensure the Continuous Improvement team are meeting their story deadlines through daily huddles and management of their workload. Work with Automation team to streamline reporting for each function, using Elastic Stack, to ensure there is a single source of reporting with data pulled from CMDB. Identify improvement opportunities through data analysis, trending, and Technology governance forums. Senior SQL Database Administrator:Production Operations DBA lead, in charge of BAU support of MSSQL systems for large Financial Institutional client. Provide operational support for MSSQL installations, including troubleshooting performance degradation, outages, capacity issues and backup/restore solutions. Document operational tasks into SOP format to ensure consistent, repeatable, actions eliminating risk to operational availability. Training and transitioning of simple, repeatable SQL workload to 24/7 support team, to help reduce cost to the customer.

Business Relationship Lead for UK, Ireland, Czech Republic, Slovakia & Bulgaria. Responsible for production management activities including the investigation and resolution of incidents, problems, service requests and lead for a team of offshore support resources. Established and managed the Major Incident Management function for all EMEA supported countries from the Galway based centralised European IT Hub. Successfully managed a team of resources to transition the support of 37 applications spread across UK and Ireland from one Vendor to a blended model of onshore and offshore (vendor) resources. Applications were Microsoft .Net coded hosted on MSSQL database servers. Managed the support ticket volumes and SLAs for countries listed above, with a high focus on ServiceNow ticket management and reporting.

County Galway, Ireland

Act as an escalation point and advocate for the Hospitality Support Organisation, co-ordinate critical customer issues while collaborating with other departments such as, Cloud, Development and Consulting. Manage all communication between customer and Oracle support teams. Participate in monthly Service Review meetings with customers. Presenting prepared Oracle support matrixes

Galway

Problem manager for the Global Functions Business Unit within Hewlett Packard Enterprise. My main objective was to reduce the number of system wide problems by identifying and eliminating root causes and preventing the re-occurrence of incidents, in doing so, increasing service availability and quality. 1 of 2 Process leads for Problem Management. This entailed implementing and ensuring that all problem management processes were adhered to.

Galway

Shift lead covering EMEA Operations Management duties, assigning roles and ensuring all areas covered, while continuing to run the high impacting Major incidents as a core Major Incident Manger in EMEA. Member of the Separation Management Office during the separation activities of HP into HPE and HPI. Escalate and manage any disruptions to IT activities necessary to complete the biggest company separation in corporate history. As a Major Incident Manager my primary purpose was to manage high impact incidents, provide support for business operations and produce management information. I was accountable for the activities and resources required to resolve major IT incidents/environments impacting HP business.

As an Incident Manager I facilitate resources to restore normal service operation as quickly as possible, minimize the adverse impact on business operations and ensure that the best possible levels of service quality and availability are maintained according to SLAs. In this role I must perform the following:1. Evaluate requests for major incidents2. Understand the business impact of the major incident 3. Ensure communications regarding major incidents are regularly sent to the appropriate Business sectors with precise information about progress towards service restoration.4. Co-ordinate with Business SME’s and IT to ensure all the appropriate information is obtained that may help to restore service.

Damastown, Mulhuddart, D15, Dublin

As a Level 2 Support Engineer I supported IBM’s software product, Lotus Notes. On a daily basis I would receive up to 3 new problem tickets from L1 support.As a number of issues I dealt with may have affected up to 10’000 users, I had to work swiftly to reproduce and resolve the problem. Throughout the course of the ticket, I had to update the customer daily regarding the progress of resolving the problem at hand.Once the issue was resolved, a detailed report had to be written up on how the problem occurred and how it was resolved.

Galway