United Kingdom
- Successful track record in managing all aspects of Management and delivery, in a range of industries including Public Sector / Financial Services. - Highly competent in developing and implementing Cloud Computing Strategies to meet customers current and future technology needs. Including Troubleshooting; Enterprise Data Centre Design & Implementation; System Integration with various platforms (Databases & Project Management). Customer Focus: Creating mutually beneficial relationships * Ability for building high performing teams that deliver the right solution at the right time
Resumed same Support Delivery Manager responsibilities but for a different product team within CA Technologies under the Infrastructure Management unit, namely eHealth, Performance Management, CA Mediation Manager and DCIM eCometer. Additional responsibilities to the usual Support Delivery Manager responsibilities included: ♣ Carried out Proactive Management duties as well as Reactive Management which included carrying out various projects to refine and make internal processes and ways of working easier for engineers and also for collaborating teams to work better and faster. ♣ Proactively reviewing customer accounts and their support issues which also included conducting weekly meetings with the customers to ensure issues are being progressed allowing us to avoid escalations. ♣ Carried out a particular project with the Development teams to allow Support and Development teams to refine the defects/bugs logging process ensuring a faster way of working and more collaborative and most importantly consistent way of working for all the different products/application sets, which also included the need to integrate the individual systems used. ♣ Motivating the team to achieve the team goals as well as setting individual goals and providing appropriate feedback. ♣ Continuingly growing in my personal development by carrying out courses such as Six Sigma course to help manage projects and refine operational processes. Am now Six Sigma Green Belt Certified and hoping to progress to the next level certification.
Manage a virtual teams of up to 30 global engineers. Analyze scorecard metrics and customer feedback to identify support process and product quality improvements; plan and implement changes to drive quality and customer satisfaction. Manage the resolution of escalated issues to achieve customer satisfaction as well as helping to meet renewal and sales deals to help drive the business to a success. Met with customers on a weekly basis to review their issues and proactively help minimize any escalations by ensuring issues are progressing along. Also proactively work with customers to provide information on new features and bug fixes which would help them to benefit from using the product as well as encouraging them to use newer releases. Collaborated with many teams including Development, Product Management, Support Planning, Customer Success, Sales and Training teams to ensure customer issues are resolved with quality in a timely manner. Initiating and managing swarm calls for system down issues for our Cloud customers, ensuring all resources from the Operations, Infrastructure, Sustaining Engineering teams (involving 3rd party vendors) to Services, Support and Management teams are working together to get customers back up and running in order to meet the SLA targets. Worked with onboarding new cloud customers to the On Demand services, by presenting and explaining how the system is set up and what support & services are provided within the cloud facilities. Review workload requirements and performs workload distribution management. Manage the team performance by providing coaching to team members to encourage performance improvement. Measure the team performance against the balanced scorecard and organizational goals. Evaluate individual and team training needs. Develop and implement process improvements to achieve goals, improve product quality and product supportability. Utilize Recognition and Reward Programs to keep employees engaged, motivated and satisfied.
Take ownership of complex and highly escalated technical customer issues and provide enhanced support for a product or product line. Apply advanced technical knowledge along with open-ended problem solving methodology to assess complex problems, analyze root causes, and advise customers on solutions. Understand and accurately document complex product questions that require in-depth analysis; independently determine and pursue the appropriate process to progress the issue to resolution. Analyze customer logs and diverse customer environmental data to troubleshoot and recreate issues on approved test systems. Create internal test systems on Virtualized machines as well as on local systems, and restore customer dataset (Oracle and SQL) to recreate issues which were not reproducible on generic systems. Querying Oracle and MSSQL databases to verify the data when customers reported discrepancies in the Tool as well as querying any errors found in the log files. Log and document bugs and enhancements found in the tool and work with the Development teams to analyze and provide a solution in turn increasing product quality. Provide technical assistance to team-members by coordinating ownership of support issue escalations for the product or product line. Work independently to appropriately prioritize workload and backlog; escalate issues to next level that require code interpretation to resolve. Provide coaching and mentoring to less-experienced team-members to assist with progressing issues, troubleshooting and recreating customer issues. Proactively identify team training needs; collaborate with team members to facilitate relevant training to address individual or team needs. Improve product quality by identifying and documenting predominant customer issues which require assessment by the Support Planning Team. Enhance a positive customer experience by creating high quality knowledgebase documents and mentoring junior team members by reviewing their knowledgebase content.
Application Support and Database Support
Provided second line Support in networking, patching, managing site servers and PC's. Setup new sites including setting up a server and connecting the local offsite office to the main head office. My role also included Citrix support and am also qualified Citrix engineer.