Reporting and SLA performance Reviews

• Manages the performance of services to clients as agreed in the contract and ensures that the service levels are achieved.• Manages the day-to-day operations of the Service Delivery teams as well as contract development, signing and tracking, and customer and vendor relationship management.• Implements and updates current business processes which will maximize efficiency, productivity, and drive the delivery of products, goods, and services to customers in a quality and timely manner.• Designs future processes and defines system requirements for functional areas within the Service Delivery organization.• Establishes measurement criteria for processes so team can continuously improve, by assessing weak points, measuring progress, and adjusting to the changing needs of the business.• Ensures service level agreements are achieved and client expectations are met or exceeded.• Builds services relationships with clients, providing regular communication and status/performance updates.• Managing resources to meet daily delivery schedules.• Effectively managing multiple orders to ensure that they are delivered on time, within budget and to the Clients satisfaction.• Providing guidance to subordinates on company goals and policy.• Monitoring staff to ensure the prompt resolution to all client queries.• Managing staff induction, training, and performance reviews.• Building strong, lasting client relationships with clients. • Delegating tasks and responsibilities to appropriate personnel.• Delegating responsibility and ownership of tasks to staff.• Building up a working knowledge of clients operating environment.• Conducting key client facing meetings.• Resolving conflicts within the support team.• Writing up service delivery reports.

• Overseeing and Management of:• SLA Managemento Draft and finalising new SLA’so Renewal of SLA’so Following up on new leadso Ensuring that the Master Service Agreement (MSA) is still valido Facilitation of SLA reviewso Ensuring all invoices are paid on timeo Compilation of weekly, monthly and quarterly reportingo Process managemento People Managemento Ensuring the Professional fees register is kept up to date.

• Identifying the root causes of all recurring Incidents, liaise with business analysts and 3rd Level support via Problem Management in order to drive down the number of Incidents appearing in our Production Support environment - this ensures that the environment is more stable and the team can work on project related assignments and to learn more about the products we support• Driving toward getting 0 Incidents in the production space by driving down repeat Incidents within the environment• Development of the root cause of underlying issues – internal or external – that are then developed into a proactive• Investigation and diagnosis of the incident reports, and trend analysis for delivery• Ensuring the latest versions are installed on all DR machines, machines are marked accordingly as per BU’s requirements• Identify, classify, record and investigate critical and urgent problems• Analysing and interpreting historical problem data, identify hardware and software• Problem trends, and recommend courses of action• As and when required, coach and assist junior staff• Adhering to policies and procedures, proactively prioritise problems according to impact, urgency and risk• Implement and administer the problem management process• Schedule problem investigation meetings, inviting relevant area and subject matter experts to participate• Minute meetings and record action items resulting from the problem investigation meeting• Document all information relating to problem investigation meeting• Schedule follow up meetings

Trading, Financial and ISP Application Support Service Manager/Level 1 and 2 Support (Oct 2009 – June 2012)• Responsible for the support and delivery of a stable, responsive and available operational platform for the bank• Reducing operational risk through transparent reporting and analysis for changes, Incidents and Requests resulting in the resolution of underlying problems in the environment• Working with many different stakeholders and teams and across many disciplines to implement firm and wide solutions as well as the management of their expectations• Team consists of 2 groups Level 1 and Level 2 as mentioned belowLevel 1 Trading and Financial Applications Service Desk • Managing the Business Application Service Desk - this desk is responsible for the resolution of all Level1 repetitive Incidents and Requests through our Knowledge Management Process• The Knowledge Management push strategy involves continually gathering of information (symptoms linked to solutions) from experienced employees and collecting it into one repository; this knowledge is then used to allow new employees to provide repeatable services with the same level of support. • Single point of contact between users requesting for service and IT• Logging and solving of all 1st level callsLevel 2 Trading and Financial Applications Support• Leading a team of 5 senior support analysts that provides Level2 Root Cause Analysis and Problem Management•