Experienced Senior Manager with a demonstrated history of success in Application Service Management and Technical Support within the financial services industry. Skilled in incident management, problem management, change/release management, disaster recovery, customer alerting, access management, risk management, and team leadership.In my current role at LSEG (London Stock Exchange Group), I drive the effective management of critical incidents, collaborating with reliability engineers to assess service impact and issue timely alerts. I actively contribute to post-incident reviews and identify support gaps, facilitating continuous improvement and enhanced service delivery. Additionally, I provide strategic guidance on recovery strategies, engage in change advisory board (CAB) calls, and ensure the proper execution of disaster recovery plans.Previously, as the Manager of Specialist Support - Enterprise, I led a team of support engineers responsible for global real-time market data delivery. I excelled in resolving critical client issues, major incidents, and played a key role in developing support processes for new products and services. By fostering a culture of innovation and automation, I leveraged tools such as Rundeck to enhance customer experiences while transitioning support functions to offshore teams seamlessly.My technical expertise includes LAN, WAN, Linux, Windows, Last Mile, and cloud-based offerings. I possess a track record of building and leading high-performing teams, driving employee development, and implementing process enhancements through SixSigma/Lean methodologies. Furthermore, I have a proven ability to cultivate strong relationships with internal and external stakeholders to achieve organizational goals.If you're seeking a results-oriented professional with a passion for delivering exceptional service, driving process efficiencies, and ensuring customer satisfaction, let's connect.
Listed skills include Troubleshooting, Unix, Windows Server, Network Administration, and 19 others.
