Basildon, England, United Kingdom
Experienced management IT professional with diverse experience in Level-2 & Level-3 Application/Devops and technical services support in financial services- Mortgages, back office trade reconciliations and risk, Retail banking and Retail Telecom industry. Strong experience in front facing client support and business management roles. Hands on Azure Devops, CRM , IMS skills with excellent relationship management soft skills, SLA management, cross functional team work experience. I have good experience and knowledge in software CI/CD applications, cloud-Devops/Infrastructure support, triaging and product functionality support, and client onboarding to BAU support experience. Professional graduation in management and business Strategy.
L1, L2 and L3 support for Morggage Originations and servicing.• Experience in handling application support on L1/L2 and L3 application support issues, supporting the business systems team for the completion and resolution of all requests and incidents. Hand on experience working with different ticketing systems and CRM. Engaging with customers and experience in working across teams to help coordinate and meet SLA expectations. Supporting all service transition related activities and handling issues and progress defects through to resolution. Experience and in-depth understanding of Business systems and mortgage origination processes, knowledge and experience in delivering CI/CD support such as online documents, workflows, product guides etc., Experience in working directly with the Project/Development teams, experience in building configuration releases and Change advisory release notes. Utilize and build on regression test scripts within Azure Devops system; Using API tools for debug/issue troubleshooting, design and implement SQL script fix for data and reporting DB issues. Experience in third party application integration support and management
•Responsible for supporting the business systems team for the completion and resolution of all requests and incidents. Liaise with the business SMEs, process team, client and external stakeholders for issue management and resolution • Experience in supporting all service transition activities with required documentation and managed change from projects to BAU support. • Experience in recording and resolving application support issues, incident management, prioritizing requests, triaging, implementing and communicating resolutions for web based and system based database issues. • Good written communication skills and problem solving skills and experience. • Experience in different technologies and applications; Confirm, Service desk CRM systems and ticketing systems. • Engaging and delivering support for issues relating to 3rd party application service providers, application related incidents, client testing and integrations
• Experience in L1/L2 and client application services support and problem management, supporting Customer configuration changes from inception to delivery • Experience in Incident management, sprint framework and target operating model project environments. • Good knowledge and understanding of business banking platforms, financial service transactions and business systems, • Experience in working with Technology implementation and delivery team handling both day-day service desk operations and helping deliver new functionality to production. • Utilize and build on regression test scripts within Azure Devops system; Using API tools for debug/issue troubleshooting, design and implement SQL script fix for data and DB issues.
• Business development experience in digital marketing –sales and pre-sales activity • Responsible to engage prospective business clients for both Retail and Wholesale business engagements and successful completion of deals. • Manage the sales process from initial lead to drawing up contracts • Experience in reporting analytics and sales budget/targets report presentation for senior management.