Akinleye Akinrelere

Align and integrate with Global HRIS and work closely with business users, Information Technology and Services (IT&S), Success Factors, Cornerstone and HR delivery teams to maintain world class operational systems.
Review current service provision and service management processes and identifying areas for improvement by managing the ‘Global Reward’, ‘Global Talent Management’ and the Global Service Delivery Management teams.
Ensure effective, reliable and efficient end to end processes (internal and external) are in place.
Contribute to, operating within, and reporting against Service and Operational Level Agreements.
Maintain relationships with the Client executives and internal Business Units.
Ensure customer satisfaction levels are maintained and reflect business requirements.
Create and gain buy-in from relevant senior and regional representatives to the service management toolset roadmap.
Develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work. Instil a culture of continual improvement and problem solving and provides advice, assistance and leadership.
Oversee the identification and resolution of potential and actual service problems, ensuring problems are tracked and handled in a timely manner with regular progress updates to the Business.
Ensure that supplier performance is properly monitored and regularly reviewed and contribute to service reviews with key suppliers. Transition and manage the successful delivery of the Global Business Services (GBS) Europe in Budapest outsourced service desk support team ensuring service metrics are in place and SLAs meets business objectives and target.
Ensure provision of departmental knowledge and adherence to ITIL processes and procedures.
Use consistent processes for identifying potential risk events, quantifying and documenting the probability of occurrence and impact on the business.
Ensure support teams adhere to the policies, standards and procedures, as defined by the Global Infrastructure and Disaster Recovery team and the Global Application and Security team.
Provide oversight and management input on SuccessFactors /Cornerstone projects to ensure client satisfaction.
Define and agree appropriate service levels for internal and external service providers and ensure they remain effective.
Work with global teams to ensure the effectiveness and consistency in use of processes, including establishing suitable process measurements, metrics and relevant interpretation and resulting actions and gain buy-ins at all levels.
Oversee testing process within, establishing effective relationships with the configuration team, deployment team, process team and change management team as well as the local country teams.
Ensure appropriate documentation including knowledge bases containing known issues /workarounds and support handbooks is maintained for effective 3rd line support.

Develop and maintain the appropriate service level agreements (SLAs) with the business and continually review and improve internal Customer Supplier Agreements, and Service Level Agreements.
Produce Operations and Management reports and ensure the accuracy of the Incident & Problem statistics.
Carry out Process governance and control to ensure that Incident/Problem management policies, processes and procedures are implemented and followed correctly.
Own the IT Services communication strategy and ensure timely, concise and effective communication with the business for service outage, service interruption and service improvement.
Oversee the communications process for all major incidents ensuring comprehensive and proactive communications plans are defined.
Accountable for the Major Incident Management Process and aligning this process to support key Business partners.
Manage the overall operations and service improvement plan for the Major Incident Management Process to ensure that it is being delivered to and that services are being improved.
Ensure that Post Incident Reviews are conducted for significant incidents.
Establish the underlying cause of service incidents in order to minimize or prevent disruption to the business and its customers by carrying out root cause analysis and implement adequate mitigation to prevent reoccurrence of further incidents.
Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded.
Manage and monitor the outsourcing contracts and improve the performance of suppliers who are failing to meet agreed service levels.
Work with Relationship managers, Application owners, Release managers, Architects, Business analysts to establish a schedule of change and agree application governance. Take responsibility for the delivery of all ITSM processes and the end to end availability for the applications.
Manage Disaster Recovery testing with vendors and business partners and keep documentation up to date.
Manage and work with other internal support teams and third party vendors (t-systems, HP, SAMCO, Sungard etc) to ensure a stable IT infrastructure for Treasury Applications.
Recommend and agree process/improvement remediation and carry out process maturity assessment.
Carry out SOX control and auditing activities for the Treasury applications, Service Management processes and procedures etc.
Monitor and influence KPIs and performance data to ensure system and team efficiency against published service commitments.
Proactively monitor Service Performance metrics and initiate exception plans/actions where targets are not met, in line with the Operating Model processes.
Coordinate all CAB engagements/meetings for Treasury applications and IT infrastructure changes.

Proactively monitor the services provided by both the internal IT teams and the current IT Infrastructure partner ensuring adherence to agreed SLAs and OLAs to maintain quality of service.
Maintain consistently high levels of customer satisfaction and oversee diverse and complex customer service issues.
Ensure that progress on major incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity.
Lead the Problem Management function with a focus on accurate and timely communication, documentation and root cause analysis for each investigation.
Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded.
Analyze severity 1 and 2 incidents assigned to determine root cause, the resolution, and identify and recommend any improvements that can be made to prevent recurrence and deliver the majority of Severity 1 alerts and updates.
Analyze incident volumes and trends to identify process or technological improvements that will reduce incident volumes, streamline their resolution, or enable incidents to be resolved at lower support tiers.
Conduct post mortem investigations on critical incidents, identify and recommend corrective action items, and produce a business facing document detailing the incident, root cause, and steps for remediation.
Develop, co-ordinate and promote the effective functioning of problem management activities across all IT teams.
Manage the escalation process by raising situation and Major Incident notification to the Business and stake holders for major incidents and all urgent and high incidents, providing feedback to the user community on progress and follow through till closeout.
Conduct systems analysis applying the ITIL framework for severity and scope, Initiate severity 1 communications and establish a major incident bridge.
Chair the weekly service review call to bring together technical teams to review the previous week's severity 1 activities.
Perform Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team.
Identify continuous improvement opportunities to be included in the CSI register.

Create and manage the Desktop product roadmap and strategy in support of the overall business objectives and mission.
Interact extensively with customers and the wider market, to ensure you are immersed in their wants, needs, and perspectives.
Constantly generate and gather ideas for improving the Desktop product, and then aggressively prioritize feature development and product changes in line with the core product vision and expected commercial impact.
Direct and motivate the project team to ensure tasks are completed in line with the project plan and required standards.
Identify, analyze, evaluate and prioritize risks to ensure appropriate actions are in place to minimize their potential impacts on the business.
Manage the desktop upgrade inclusive of upgrades to the backend computer (network, storage, server, software).
Work within a Program setup and use MS Project to define the project plan.
Build and maintain a deep understanding of who is using Desktop products and for what, by analyzing usage data, conducting market research, working closely with other Business Analysts to develop user/buyer personas and key use cases.
Lead projects - working closely with colleagues as partners in the development of successful products.
Produce convincing business plans with a proposed schedule and budget, working collaboratively with all members of the project team.
Handle the Change Management on technology projects such as server rationalization, migrations, networking, Datacenter moves, systems integration and desktop rollouts etc.
Manage IT Service Management implementation and Monitoring Tools deployments, Service Desk implementations, ITIL processes and People change.

Provide designated single point of contact responsible for the quality of services delivered to the customer.
Maintain consistently high levels of customer satisfaction and oversee diverse and complex customer service issues.
Gain a strong understanding of customer support requirements and match the service delivery and development.
Provide proactive advice and guidance to Customers resulting in improved service management.
Ensure that progress on major incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity.
Contributed to SLA and OLA negotiations and reviews these with Service Desk Manager and stakeholders at agreed intervals.
Administer the Automatic Call Distribution (ACD) system for call routing and extracting/analyzing reports.
Manage the incident and request fulfillment process and manage the Service Desk function on a day to day basis.
Ensure appropriate escalation within Service Delivery Organizations, resolution teams and service management at their discretion during an incident.
Manage the quality of communications to stakeholders ensuring that major incident communications relevant, concise and timely Collaborate with other Service Management teams within the Command Centre (Event & Change) Team to ensure that events, alerts and changes are defined & understood to enable faster response to incidents.
Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded.
Manage the Incident Management process to deliver quality outcomes that lead to high levels of customer satisfaction.
Continually seek to improve the quality, productivity and culture of the service, ensuring that the operational documentation is developed and reviewed on a regular basis.
Identify continuous improvement activities to drive improvement in SLA achievement with the Operations environment.
Manage use of software tools such as JIRA, Wikis, SharePoint and knowledge-bases for daily operational tasks.

Ensure availability of all oil and gas Production, Engineering, well optimization and DCS system applications and IT Infrastructures on rig.
Provide user Application Support for Well and Reservoir applications (Well Plan TM (design well hydraulics), HYSYS, Petrel (Reservoir performance optimization), PVTsim, PipeSim, Engineer's Data Model™ (EDM), StressCheck™-2003, Compass TM -2003(Directional Well Planning), CasingSeat™-2003(casing setting depth), OilField Manager™ (OFM), StressCheck™ Casing Design (lowest-cost casing design) etc.
Manage the Level 2 & 3 technical support teams providing dedicated solution to internal business teams.
Oversee the support of various business applications and various technical infrastructure components.
Effectively perform Root Cause analysis of issues and report the outcome to business community and Management.
Work closely with Business in managing daily issues and maintain effective relationship with business partners.
Ensure application availability to the client with minimum downtime.
Ensure adherence to information security policies and access to production environments.
Contribute to the creation and modification of overall support policy and procedures and ensure adherence of defined application support processes.
Closely work with development team to understand support requirements for ongoing new development and implementation projects and plan for required effort from application support team to support implementation efforts; coordinate issues between production and development teams.
Manage all network /Data/Telecoms equipment’s (LAN and WAN) - VSAT, Routers, Switches and Hubs at the Remote Field base using all available software or monitoring tools to maintain awareness and control.
Deploy new software releases, upgrades, evaluating & installing patches & resolving software related problems.
Maintain and track inventory of equipment (laptops, PCs, telephones, mobile phones, printers, access points, accessories etc.), including pre-emptive and reactive ordering, issuing and retrieving of equipment, liaison with suppliers.