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Work Background
SASHead of Operations EMEA
Jan. 2024 - Sep. 2024United Kingdom
Metric GamingHead of Site Reliability
Apr. 2023 - Jan. 2024United KingdomIn this role, I exhibit leadership skills in maintaining and promoting elevated standards across the organisation, while effectively collaborating across various geographic and multicultural environments to ensure the delivery of superior code quality. I am responsible for overseeing documentation and customer demonstrations, as well as managing significant incidents. Within SRE we conduct comprehensive technical analysis to support performance testing and ensured strict compliance with service level agreements (SLAs, which is five 9s). I oversee and make crucial decisions pertaining to the pre-production and production environments.
Some key achievements include:
• I spearheaded the strategy for adopting and enhancing monitoring tools for web applications and infrastructure.
• I oversaw the day-to-day operation of monitoring platforms, delivering 24x7 critical service alerts through Grafana and other tools.
Metric GamingSite Reliability Engineering Manager
Jul. 2022 - Apr. 2023Responsible for ensuring that the infrastructure is running smoothly and that systems and tools are working as expected.
Monitor critical applications and services to minimize downtime and ensure their availability.
TSB BankInformation Technology Operations Manager
Jul. 2020 - Jul. 2022United KingdomI successfully initiated and oversaw the transfer of knowledge from a third-party supplier, resulting in the establishment and effective management of the 24x7 IT Operations Bridge and Monitoring Engineering functions. I executed knowledge transfer activities during the launch of the Chief Information Officer (CIO) function. Additionally, I established standardised processes for knowledge management across application, infrastructure, and business units. I was accountable for overseeing the daily operations of various monitoring platforms, with a particular focus on maintaining round-the-clock alerting for essential banking and insurance systems. I played a significant role in the decision-making process and strategy formulation for selecting an application and infrastructure monitoring tool.
Some accomplishments include:
• I played a crucial role in successfully implementing Service Now at TSB.
• I orchestrated the transition from the legacy service provider to an in-house team by coordinating resources from TSB and the third-party supplier.
• I introduced Event Management using ServiceNow to facilitate monitoring tool integrations and streamline manual processes.
• I drove the strategy for adopting new and improving existing monitoring tools across mobile and web applications, infrastructure, and customer journeys.
Tesco BankTechnical Manager- Platform Insight
Mar. 2016 - Jul. 2020GyleResponsible for setting up and running a new area focussed on providing technical and platform owners with greater insight into their areas of speciality. • Creating and driving the vision and adoption of new and further adoption of existing toolsets across Tesco Bank • Key decision maker and contributor in tool selection and strategy for application and infrastructure monitoring products • Supporting our customers through their adoption, onboarding and operational run processes to derive greatest value for individual areas based on their specific requirements. • Supplier management of Splunk and CA Broadcom • Day to day operational run of all monitoring platforms providing 24x7 alerting on critical banking and insurance platforms • Delivered event management integration from disparate monitoring toolsets including MS SCOM, CA CPM and SPLUNK into ServiceNow • Spearheaded initial adoption of ServiceNow CMDB across infrastructure and application management teams based in the UK and Offshore • Provided the technical analysis to support a recommendation to change the SAN configuration avoiding the need to purchase a new SAN
Tesco BankTechnical Manager- Capacity Management
May. 2015 - Mar. 2016Edinburgh, United Kingdom• Streamlined capacity request processes by creating simpler and faster processes without sacrificing governance controls • Provided dynamic and standard forecasting for hypervisor allowing project and operational stakeholders at all levels to more accurately predict costs for the financial year. • Engaged with Business, Application and Project teams to discuss performance reporting at an application and infrastructure level. • Responsible for ensuring coverage of performance monitoring for all distributed servers • Work with stakeholders to create relevant reports using software such as NMON, SAS and eHealth • Provide technical and non-technical support during the full life cycle of major hypervisor upgrade/migration project by creating schedules, developing and running SOEs and meeting with technical teams and stakeholders to understand the services and the risk adverse way to migrate.
Tesco BankInfrastructure Monitoring Capacity Anaylst
Aug. 2013 - May. 2015Edinburgh, United KingdomProvide monitoring support and reports to customers using various monitoring systems. Such as CA eHealth, APM and nmon.
Responsible for ensuring we have performance monitoring in place for all distributed servers using various pieces of software to analyse data. Work with stakeholders to create relevant reports using software such as NMON, SAS, eHealth and Microsoft products for each area.
Provide support and coaching to my colleagues.
Create SharePoint site including a holiday tracker to encourage collaboration within the department. Site is also used my technical teams to view their capacity reports.
Provide technical and non technical support during the full life cycle of the Xen platform upgrade project by creating schedules, running SOEs and meeting with technical teams and stakeholders to understand the services and the risk adverse way to migrate.
Created RACI charts , created missing process and procedure documents for Capacity Management.
AEGON UKLead Service Management Analyst
Oct. 2011 - Aug. 2013Edinburgh, United KingdomDeal with service requests by communicating with the customer to ensure the requirements are documented and advise when the solution will be provided.
With 10 year’s experience within many departments of AEGON I have a great business knowledge and have formed relationships with the technical specialists.
I have helped set up many performance tools within the department. Including Patrol for physical servers, nmon for Unix servers, Vsphere for virtual servers.I have also worked with Distributed Storage such as SAN,NAS, Mainframes ,etc) I have an excellent knowledge of all Microsoft office products. I am able to communicate to our customer the abilities of our monitoring tools and develop ways to automate the gathering of data on a regular or ad hoc basis depending on requirement
I organise monthly meetings with our customers and technical teams where presentation of stats and discussions about issues are documented, reported and resolved.
AEGON Scottish Equitable PlcService Management Analyst for IT Security
Apr. 2003 - Oct. 2011In my current position I am responsible for User Provisioing and for setting up security on a variety of production, test and development systems including iSeries, pSeries and zSeries. I am also responsible for ensuring that the integrity of our systems is not breached by adjusting and reviewing security and user access on a regular basis. These reviews are conducted weekly or monthly as required in line with internal and Sarbanes-Oxley requirements. I am also involved in writing procedures for tasks within our team and presenting them to management to be put into practice. Courses
RACF Auditing and Administration ITIL Foundation Courses
RACF Auditing and Administration ITIL Foundation
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