Head of IT Platforms Support and Operations
INFORMA
Total years of experience :18 years, 3 Months
Achievements:
• Improved stability, performance, and resilience of 250 websites on Adobe Experience Manager 6.5 platform by rolling out efficient CDN caching strategy (sites content served from cache increased from 20% to 85%)
• Deployed Platform Reliability Center of Excellence (best SRE practices of monitoring and alerting implemented via New Relic tool, with service wrapper to handle alerts) to monitor the estate of 400 websites, and dozens of critical platforms including EMEA and US regional payment portals and exhibitor registration systems
• Implemented “follow the sun” support model with global Application Support team located in key locations worldwide, supporting business teams, performing Incident Management, Site Reliability and monitoring activities, escalations management, requests fulfilment
Responsibilities in addition to responsibilities of Support Manager:
• Developing roadmaps and planning team development for the IT Application Services and IT Service Operations function
• Managing the global application support team (12 members and expanding) located in Malaysia, UAE, UK and US offices, supporting divisional marketing teams who use digital web platforms (Adobe Experience Manager, Drupal, Wordpress), web-analytics solutions (Adobe Analytics, Launch) and marketing automation technologies (Oracle Eloqua, Treasuredata)
• Overseeing Technical Operations (TechOps), including domains and DNS management, Content Delivery Network (CDN) and Amazon Web Services (AWS) infrastructure configuration and support, with total of 350 websites and wide range of integrated enterprise applications
• Managing SRE and platforms reliability: making sure the cloud platforms, websites and critical enterprise applications are running smoothly, and alerts from the monitoring tools (New Relic, Site24x7) are efficiently handled by the relevant teams.
• In charge of Major Incident Management and escalations management, post-incident reviews, root cause analysis
Achievements:
• Achieved and maintained high level of customer satisfaction rate: 97% in 2019, 94% in 2020, 96% in 2021, 95% in 2022.
• Project managed successful migration of 200+ websites to new web tracking platform (from Adobe DTM to Adobe Launch).
• Shaped the team’s knowledge base as a consolidated documents repository, which has proven to be very efficient when plugging in temp staff and new joiners.
• Formed and trained a very efficient Application Support team supporting Marketing Technology, Digital platforms, other corporate applications.
• Seamlessly enabled Single Sign-On (SSO) in AEM 6.5 and multiple Eloqua servers with hundreds of users.
Responsibilities:
• Managed the team of 6 Analysts and 2 Team Leads, distributed across UAE, UK, US.
• In charge of Major Incidents management end-to-end and escalations management
• Led the Incident Management within the division and defining and coordinating the post-incident improvement actions
• Analysed common issues in enterprise applications within Problem Management framework, identifying root causes and coordinating various divisional teams (Digital Developers, DevOps, TechOps) to fix those root causes
• Managed and controlled changes in applications as Change Manager and CAB member
• Kept the support processes and support models up to date
• Ensured that the team met SLAs and operated at their best by achieving KPIs and following the processes
Achievements:
• Implemented metrics to measure team performance and to provide reports to IT Leadership
• Improved quality of team’s handling of Incidents and Service Requests by reducing time of tickets assignment, improving quality of tickets resolution, reducing the backlog
Responsibilities:
• Led Incident Management while supporting enterprise applications for marketing and sales
• Managed the team of Application Support Analysts located in multiple time-zones (UK, US and UAE)
• Co-ordinated internal (DevOps, cross-domain support teams) and external teams (third-party contractors, vendors) in a “service integrator” capacity while delivering changes in enterprise applications
• Enforced adherence to Change Management process across the IT Support teams
• Controlled changes in enterprise applications as Change Manager and CAB member
• Prioritised tasks for support teams based on customer and business requirements
• Managed Major Incidents and escalations from internal customers
Achievements:
• Eliminated critical application problems while performing root-cause analysis of issues and analysing integration dataflows in Anypoint Mulesoft
• Increased quality of tickets resolution by training junior team members and auditing their activities
• Reduced data discrepancy between Database records and Analytics metrics
• Streamlined Change Management processes in several deployment activities for business-critical applications
Responsibilities:
• Provided high-quality support to business-teams by implementing Service Requests and resolving Incidents in digital marketing and sales enterprise applications: Adobe Experience Manager, Oracle Eloqua, Adobe Analytics, Salesforce
• Managed Change process across enterprise applications and databases (Amazon Redshift, Snowflake)
• Co-ordinated development and support activities among support teams, DevOps, contractors and application vendors (Adobe, Oracle)
• Actively participated in implementation of ITSM processes within the teams (Incident Management, Service Request Fulfilment, Change Management) and development of support model
Achievements:
• Successfully reduced amount of ERP transaction failures by 20% per month while performing root-cause analysis of issues within Enterprise Service Bus integration flows
• Delivered e-catalog system upgrade as interim IT Project Manager: collected requirements; coordinated the process with application vendor, contractors and IT teams; performed project Change Management and post-golive hypercare
• Managed automation of approval workflows setup in procurement system as interim IT Project Manager: analysed the inputs and presented business-case to the Management, developed project plan, managed development team, controlled deployment and Change Management. Project break-even point - 5 months
• Developed efficient presentation skills while training business users online and onsite (Europe, Asia, Russia) in groups of 20-25 people
Responsibilities:
• Procurement-to-Pay (P2P) business process support for Supply Chain, Logistics, Fiscal, Material Management and Operations teams and systems worldwide (85 countries, thousands of internal customers)
• Resolved Incidents and Service Requests within agreed SLAs whilst supporting large-scale global enterprise applications (procurement system SWPS, logistics system GOLD, ERPs Lawson and SAP and MFG/PRO) in very complex integrated systems landscape with demanding and high-skilled customers
• Analysed and translated business requirements into formal IT Change Requests; managed SDLC, performed UAT testing in ERPs and end-to-end testing of integrated applications
• Analysed trends of incidents (Problem Management), identified root causes and worked with development teams to eliminate issues.
• Functionally managed business applications, their integration with different ERPs (Lawson, Oracle, SAP) and with Procurement and Logistics systems, SAP Ariba
• Provided end-user training and peer Analysts training, updated knowledge base and decision trees
• Managed company IT operations, including support of applications, network, websites and web domains
• Deployed aviation communication software (Arinc) and monitoring applications
• Provided support of operations automation software (AFTN, FlightStar)
• Responsible for aviation software systems vendor management
Achievements:
• Successfully achieved high performance and reliability of ServiceDesk enterprise application, ensured continuous service delivery
• Coordinated seamless migration of HP OpenView Service Desk modules to new physical servers and set up effective load balancing, including tuning of SQL Server database
Responsibilities:
• Played pivotal role in deployment and production roll-out of enterprise application HP OpenView Service Desk 4.5
• Developed architecture of Service Desk information system
• Automated Incident Management and Change Management ITIL processes within Service Desk tool
• Provided support to end users, resolving Incidents and Service Requests
Achievements:
• Having joined as intern programmer, became responsible for the support, configuration and administration of ServiceDesk enterprise application HP OpenView Service Desk 4.5
• Achieved high-level performance and stability of HP OpenView Service Desk 4.5 information system
Responsibilities:
• C++, Delphi and Oracle PL/SQL developer, working on minor modifications in the source code and forms
Graduated with honors
11 years: primary + secondary (high) school