ألكسندر كريكون

- Designed and implemented a global “follow-the-sun” 24x5 Application Support model for a distributed team of 12 across UAE, UK, US, and Malaysia, supporting 2000+ users worldwide.
- Led Incident Management, Major Incident Management, Site Reliability, enterprise monitoring, escalations, and Service Request fulfilment across multiple time zones.
- Managed support operations for mission-critical enterprise applications and digital platforms, including 400+ websites across 4 digital platforms, 30 AWS-hosted applications, high-volume payment portals, CI/CD pipelines, Marketing Technology platforms (40 Oracle Eloqua instances), web analytics, and enterprise P2P and Treasury systems.
- Reduced L2 ticket volumes by 10% in 2023 and a further 20% in 2024 through continuous service improvement initiatives.
- Reduced AWS operational costs by $25000 per month in 2024.
- Improved performance and resilience of 400+ websites and web applications by optimising CDN caching, increasing cached content delivery from 20% to 85%.
- Standardised Major Incident, escalation, and ticket queue management procedures, improving support and service consistency.
- Adopted Service Transition model to onboard regional cloud applications and global shared services into Application Support scope, with positive feedback from senior stakeholders.
- Improved operational efficiency through shift-left initiatives, Root Cause Analysis, and automation of repetitive Service Requests.
- Analysed trends for workload forecast, capacity planning, and continuous improvement of systems and support processes.

- Maintained consistently high customer satisfaction scores above 94% across 2019 - 2022.
- Project managed successful migration of 400+ websites from Adobe DTM to Adobe Launch tracking platform.
- Built and further scaled a high-performing Application Support team distributed across UAE, UK, and US regions, supporting
Marketing Technology, Digital platforms, and corporate applications.
- Established knowledge sharing practices for continuous team development and cross-training.
- Led Major Incident, Problem Management, and escalations management activities end-to-end.
- Enforced Change Enablement governance and participated as Change Manager and CAB member.
- Continuously improved support processes and quality, SLA performance.

- Introduced metrics to measure team performance, defined service reporting framework for IT Leadership.
- Improved Incident and Service Request response and resolution times, optimised tickets handling and backlog management.
- Led Incident Management and global support of enterprise marketing and sales applications.
- Managed geographically distributed team of Application Support Analysts across UK, US and UAE time zones.
- Coordinated cross-domain internal teams and third-party vendors in a service integrator capacity during application changes
and support activities.
- Prioritised operational workload based on business impact and customer requirements.

- Resolved critical integration and dataflow issues through root cause analysis.
- Improved support quality by training junior team members and auditing their activities.
- Reduced discrepancy between Database records and Analytics reporting data.
- Supported enterprise Marketing Technology and Sales platforms for 2000+ users globally.
- Managed application changes across enterprise applications, Mulesoft integrations, and cloud databases including Amazon Redshift and Snowflake.
- Coordinated support and deployment activities with DevOps teams, contractors, and strategic vendors including Adobe and Oracle.

- Reduced ERP transaction failures by 20% through root cause analysis of Enterprise Service Bus integration issues.
- Project managed upgrade of enterprise e-catalog platform, including requirements gathering, vendor coordination, Change Management, and post-go-live support.
- Led automation of approval workflows within the global procurement platform, delivering project break-even within 5 months.
- Supported global Procurement-to-Pay (P2P) operations across Supply Chain, Logistics, Finance, Fiscal, Material Management and Operations teams in 85 countries, serving 5000+ internal users.
- Supported and improved large-scale enterprise applications and ERP integrations including SAP, Lawson, MFG/PRO, procurement system SWPS, logistics system GOLD, and SAP Ariba.
- Translated business requirements into IT change requests and coordinated UAT and end-to-end testing activities.
- Performed Incident and Problem Management activities, collaborating with development teams to resolve recurring system issues.
- Delivered end-user and peer training sessions across Europe, Asia, and Russia in groups of 20+ people.

- Managed company IT operations, business applications, network infrastructure, websites and domains.
- Deployed and supported aviation communication and operations automation systems, including ARINC, AFTN, and FlightStar.
- Managed vendor relationships for aviation software platforms and operational IT systems.

- Supported deployment and production rollout of HP OpenView Service Desk 4.5 enterprise platform.
- Improved reliability and performance of Service Desk system through servers upgrade, load balancing, and SQL Server database optimisation.
- Automated Incident and Change Management workflows aligned with ITIL practices.

- Progressed from intern developer to administrator of HP OpenView Service Desk 4.5 enterprise platform.
- Maintained performance, stability, and support of Service Desk applications and related systems.
- Developed minor enhancements using C++, Delphi, and Oracle PL/SQL.