Working within IT and with business stakeholders to ensure product/ service enhancements are captured and prioritised. Responding to both IT service and user escalations in a timely manner, ensuring a swift resolution / conclusion. Maintain close working relationship with key IT support teams/suppliers with a focus on Service excellence demonstrating all ITIL processes along with involvement in incident Management process. Service Operational Management support for all Banking/ client issues, which include co-ordination between incident management team and business stakeholders monitoringeffectiveness of process, making recommendations on improvements, lessons learnt. Provide support to wider service team in activities to help restore critical services during high severity incidents as quickly as possible with minimal business disruption. Management of Banking and Payment IT operational risks, identify, raise risks, and develop solutions for mitigations. Manage continuous service improvement activities with key nominated suppliers, with opportunities identified to improve service delivery, protect service, reduce incident volumes and reduce or avoid costs. Support PCI DSS activities and accreditation.Responsible for raising Change requests in Service Now along with attendance at the Operational Change Advisory Board for nominated services and responsibility for approving or escalating operational change impacts into service. Out of Hours cover for high severity incidents on a rota basis ensuring availability of services across the Bank providing transparency of issues when they occur. Providing service reports for various business forums. Working with Cloud (mainly AWS) terminology. Ability to deliver the services consumed within the agreed contract and understand future development changes and the businessimpact.

Responsibilities: Primary point of contact for their assigned customers during onboarding/transition and ‘post sales’ Build and maintain strong customer relationships with assigned customers Understand Sungard AS’s service delivery SLAs and ensure services are delivered and managed accordingly Understand the customer’s business objectives and aligns Sungard AS’s service requirements to those objectives  Identify sales opportunities for additional services and revenue and new opportunities Prepare Account Plans in conjunction with sales including preparation and execution of a renewal strategy Identify the business value provided by the Sungard AS solution and manage the customer’s expectations regarding their contracted services Problem and Incident Management of all Service related customer issues through to resolution Use Continuous Service Improvement to proactively identify opportunities or requirements to implement improvements to services Customer escalation point (occasionally Out Of Hours) May participate in Customer Services On Call rota for major Incidents Ensure high quality service reporting is provided in a timely manner  Commercially aware and able to manage customer delivery against a defined contract Ensure delivery is in accordance with the contract and that over delivery is identified and billed where relevant. Identify and track Changes and participate in the Release Management process Project Manage in life service changes/improvements or customer impacting Sungard AS projects Process Service Credits in a timely manner ensuring all supporting information is provided Establish and manage regular service review meetings with customers and co-ordinate resolution of all actions, issues, changes etc. Update and manage items on the Customer Satisfaction Global Ensure that all key processes and procedures necessary for the delivery of the customer servcies to the required service levels are complete and

Application Hosting Shared Platform analysis. Analysing CPU, memory and disk resources allocated to meet application demands. Ensuring changes are managed with the customer and suppliers. Reporting on Service Performance highlighting any issues covering the total number of calls per Application and Platform/breakdown of Severity’s and Service Achievement by Severity, Root Cause Analysis of Service failures/Total Number of Changes Raised/Total Number of Changes Failed, Backed Out, Emergency/Capacity and utilisation of available of CPU, Storage and Memory. Validate and agree the quantity of servers active and decommissioned. Assist the introduction, development and testing of SAP implementation within AstraZeneca European Business Services. Prepare weekly/monthly variance reports on testing using SAP and Chameleon ERP Systems. Provided assistance to the testing and project management team with their financial monthly analysis and their future planning and resource allocations. Deputising for the Testing Manager, coordinating the implementation of SAP into the Marketing Companies. Reduced the size of hardware estate by reducing the number of PCs per head in line with the one PC per person policy. Regulatory compliance demonstrating compliance with most regulations and directives including Sarbanes-Oxley. Provide an accurate, global report of PCs per person by region and site based on consistent accountancy method. Implemented the Pharos pilot phase, training and development of personnel and ownership for GTi UK/SE/US. The purpose of Pharos is to provide an on-line process for approving/rejecting user access to AZ’s information assets. The Pharos system enables users to request access to information, allowing AZ information assets to be shared widely and protect access to sensitive information. Collated data and designed web pages for Portfolio Management within CIS using AZGuard and Excel, Front Page and Basic HTML.