London, England, United Kingdom
Experienced IT professional with expertise in a number of areas, such as hardware and software monitoring, batch management, fault finding and escalation and resolution together with investigation and analysis of root causes. Hard-working, focused and outgoing, with strong analytical and investigative skills, flexible and capable of working in a number of environments, with the ability to remain good humoured and calm under pressure. My most recent role involved a number of facets, including reviewing change activity involving the Service Operations area of HSBC. This involved resourcing necessary staff and skillset to undertake the tasks required. I was also involved in a number of successful implementations of new services and enhancements to existing ones, ensuring that these went live with minimal disruption with responsibility for a number of Non Functional Requirements (NFRs) also providing suggestions to where improvements within an implementation could be had.
• Constant review of Change Orders affecting a number of departments, ensuring that there is a sufficient resource and skillset in place and providing training and guidance where necessary. • Participation in the compilation of the Configuration Management Database (CMDB), helping to centralise a number of inventories held by various infrastructure and application teams and to ensure new services and updates to existing ones are populated accurately upon implementation. • Regular attendance and participation in Change Advisory Board (CAB) meetings, providing project updates and advising of potential mitigating risks. • Assisting in the compilation and continued review of Disaster Recovery documentation and service procedures, ensuring that steps within a recovery test and procedures are correct both in order and accuracy. • Undertaking a Project Coordination role, playing a pivotal role in the successful implementation of a number of new services and upgrades to existing ones, responsible for a number of Non Functional Requirements prior to go live. • Liaison and relationship building with various infrastructure teams and business areas, striving to improve process and ensure best practice and relations are kept. • Production of Management Information (MI) to identify trends relating to changes, problems and incidents, identifying areas where improvements are required and also areas where processes could be streamlined, helping to ensure that the process is cost efficient.
• Attending Daily Quality Review meetings, analysing the technical information provided and conveying relevant information to Senior Management and all call participants. • The review of resolved problem records, ensuring that sufficient resolution has been reached. • Part of an alerting taskforce, analysing information and trends relating to incidents, improving the quality of the alerting mechanism, involving ensuring the information is accurate and relevant together with improving the escalation policy. • Hosting of Major Incident Review meetings and Service Improvement initiatives, helping to ensure that all actions assigned to support teams are accurate, understood and undertaken and that procedures are updated to a required standard.
• Acting Team Leader for a period, leading a team managing a number of services, also guiding and training other team members. • Point of reference for infrastructure/business in terms of Incident, Change and Problem Management. • Participation in data centre migrations and Disaster Recovery tests, also noting where improvements in process and procedure could be achieved. • Regularly attending meetings with Change and Problem Management with the purpose of ensuring that best process is met. • Interaction with a number of third party companies, reviewing ongoing incidents, changes and problem records. • Attending Major Incident Review meetings, liasion with Problem Management continually to ensure that actions raised at these meetings were being progressed to minimise any potential future service disruption. Also undertook all aspects of my previous role.