Taahir Lewis Email & Phone Number

Remote

Cape Town Area, South Africa

Appointed in a Dept. Team Leader capacity focused on managing a team of Problem Analysts and providing an escalation path that requires senior intervention. Part of my portfolio is ensuring that maximum resources are utilized to meet obligations of internal and external stakeholders.• Consult with external customers and support vendors on a global-level• Efficiently allocate incoming requests to the team, prioritising actions and monitor team resources• Provide expert-consultancy where required• Develop and/or update statistical reports on a department-level (i.e. monthly performance stats, policies and procedures etc.)• Develop and/or update strategic reports (e.g. KEDB, FLS diagnostic guides etc.)• Identify best practices in Problem and Change Management through continuous assessment • Foster a collaborative environment and inspire employees to perform• Influence knowledge transfer and conduct training to other support structures and external customers• Conduct performance appraisals, identifying weaknesses and offer coaching and mentoring where required• Highlight best practices and innovate solutions for continuous improvement• Ensure change approval is obtained by CAB and new releases follow the correct Change Control process• Ensure department and company policies and procedures are adhered to• Troubleshoot poor performance and identify effective solutions to resolve issues• Problem and Change Management senior focal point for dissemination of information between upper management and employees• Champion change strategies• Foster a CSI (Continual Service Improvement) culture

Cape Town Area, South Africa

Appointed in a senior capacity in Problem Management department. Holding responsibility for a diverse range of administrative and technical tasks including developing and maintaining documentation, 3rd level hardware and/or software support to Incident Management, root-cause-analysis (RCA), testing and implementing new releases.• Reproducing problematic scenarios and providing crucial information for debugging and enhancements• Provide regression and User Acceptance Testing (UAT) on new releases• Design test scrips based on release evaluation, testing and corrective steps• Managing propriety tracking systems (e.g JIRA-Atlassian, HP, GEMS, HEAT etc.)• Developing on-demand statistical reports and technical documents• Conduct knowledge hand-over sessions with Incident Management

Cape Town Area, South Africa

Primarily responsible for maintaining and reviewing production quality standards, identifying improvement opportunities and regression testing.• Reproducing problematic scenarios and providing crucial information for debugging and enhancements• Maintain effective communication with various 3rd party software developers and assist in continuous improvement of software• Create and execute tests based on end-to-end scenarios• Design test scrips based on release evaluation, testing and corrective steps• Test newly developed software and bug releases to ensure product stability and performance• Manage the success rate of Critical Success Factors (CSF)• Collaborate with external customers on User Acceptance Testing (UAT)

Cape Town Area, South Africa

Appointed as a Research pivot and single point-of-contact to Incident Management. • Reproducing problematic scenarios and providing crucial information for debugging and enhancements• Maintain effective communication with various 3rd party software developers and assist in continuous improvement of software• Validate and diagnose high-level logs to provide crucial information on re-occurring problems• Provide work-arounds and permanent solutions where required• Manage propriety tracking systems (e.g JIRA-Atlassian, HP etc.)• Maintain records of defects and their life-cycle• Execute "smoke" tests on new releases

Cape Town Area, South Africa

Recruited in R&D in a semi technical-admin role focused on building relations with 3rd level support vendors, managing defects and maintaining records. • Assist with log retrieval and provide crucial information on re-occurring problems• Manage propriety tracking systems (e.g JIRA-Atlassian, HP etc.)• Maintain records of defects and their life-cycle• Provide work-arounds where required• Execute "smoke" tests on new releases