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Work Background
DICEEngineering Ops Lead
May. 2022 - Aug. 2023Joined as employee number 5 and led the Tech Operations department including establishing 3 different teams with earlier experience in section below; the company became a leader in live event discovery and ticketing in the UK, US and mainland Europe with 500+ employees. • Established 3 departments from scratch and grew them to 20+ team members; QA, Tech Support and IT Support.
• Led teams of 20+ engineers (including leads and managers) handling recruiting, performance and salary reviews; also creating a progression framework that improved employee satisfaction and with 94% achieving career growth.
• Handled technical and behavioural interviews to evaluate candidates, and onboarded successful candidates smoothly.
• Created an environment with high employee retention by continuously focusing on their development, satisfaction and growth.
• Managed SaaS contracts through building a contracts/licences database, building external vendor relations, handling contract negotiations, and reducing annual vendor costs by >20%; this was done for SaaS tools like Notion, Slack and Algolia.
• Fostered relations between Tech support, QA and non-technical internal stakeholders by integrating them earlier within the development lifecycle improving development velocity and reducing issue resolution time by 50%.
• Built two new HQ offices, one in New York and one in London while also helping expand several satellite offices in Europe (Paris, Berlin, Milan, Barcelona); conducted site walkthroughs to identify obstacles, proposed solutions for network infrastructure deployment and handled contract negotiations for infrastructure, as a result saving 42% on exorbitant WeWork monthly rent for the New York office.
• Organized Product and Engineering summit and hackathon, attended (and enjoyed) by over 80 people; it produced over 15 new product ideas to create new revenue streams.
DICE FMQuality Assurance & Support Lead
Nov. 2015 - May. 2022Started as the first QA resource, eventually building out DICE’s service management capability by establishing and growing the QA team and the Tech Support team. • Directed QA strategy, methodology and disciplines, reducing time spent on high-priority bugs by 23% YoY.
• Created DICE’s first QA process that covered mobile and web apps, and back-end ticketing systems improving visibility of test coverage and issue tracking; done using TestRail, giving more visibility into SDLC for our PMs and stakeholders.
• Prioritised customer needs by taking ownership of their issues from creation to resolution, leading to a 4.9/5.0 rating in the App Store (over 30k reviews). This was done by continuously scraping user reviews and inspecting them for early issue detection. Additionally, we used Firebase Crashlytics to get contextual information to replicate issues.
• Introduced a CI/CD (Jenkins) Pipeline using GitHub Webhooks to automate builds and testing of new commits.
• Introduced nightly builds with build reports sent out to PMs and the Dev teams improving the monitoring of buildstability and monitoring efficiency by 20%.
• Introduced API testing for our partner-consumed APIs in order to detect 80% of issues early to ensure high partner satisfaction.
• Created native Android, iOS and Desktop test automation suites; Espresso, XCUITest and Ruby on Rails were used respectively and this allowed for easy testing of virtual devices on AWS.
• Cut execution time of the main test suite by 40% through UI test parallelisation.
• Implemented and developed a tech support triage system integrated via Slack and Jira Service Desk to offer non-technical stakeholders issue reporting/tracking.
• Implemented on-call and escalation processes to provide support for out-of-hours customer requests thereby reducing resolution time to 1.5 hours vs 24h.
MagenTys - Automation, DevOps, Open Source, TestingTest Consultant
Jul. 2014 - Nov. 2015London, United KingdomAs a Test Consultant led the standardisation of QA processes across 5 diverse clients (Finance, E-commerce, Media) including implementing test automation (Cucumber framework), test case creation, and regression testing, reducing release cycles by 50% through early QA integration. • Increased mobile app coverage by 10x using Amazon Device Farm and optimised responsive web apps (BrowserStack) for seamless mobile e-commerce experience.
• Identified and resolved UX issues through exploratory testing, ensuring a frictionless user journey.
• Led workshops promoting the benefits of test automation and continuous deployment to stakeholders championing automation & CI/CD.
• Successfully collaborated with geographically dispersed engineering teams, fostering communication and efficient project delivery.
Novotel London Tower BridgeFood And Beverage
Jul. 2010 - Jul. 2014• Organise duties and transmit information to team member as necessary.
• Undertaking the storage and stock management for the department.
• Integrate, train and supervise the restaurant staff.
• Check invoicing and cash operations, and daily activity reports.
• Ensure that the guests are completely satisfied at every stage of their meal.
• Have an excellent rapport with customers, can work under pressure and work well in a team environment. • Handling any complaints concerning the restaurant immediately and sensibly, and keeps the manager informed.
• Be able to serve customers in a friendly and courteous manner and be able to offer them a personal service every time they visit.
CurrysIT Consultant
Apr. 2009 - May. 2009• Understanding customers diverse, specific personal/business needs and applying product knowledge to meet those needs.
• Learning how to market and promote a portfolio of products to the customers.
• Maintaining awareness and being well-informed of constantly changing software, hardware systems and peripherals.
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