Ejaz Khan

The Internet Banking (IB) is at the heart of modern Digital Banking (DB). With over 17 million registered users, 12 million active users and 11, 000 logon per minute makes this role one of the most critical and high pressured positions in the LBG. Working as senior manager reporting to Head of the Digital Banking Production Support (DBPS), I am responsible and accountable for the 24x7 availability of all Digital Banking applications for the LBG brands (Halifax, BOS, Lloyds) and the TSB. The support includes but is not limited to…
- Internet Banking (Desktop & Mobile)
- Commercial Banking Online
- Branch Banking Applications
- Internet Banking Payments
- Statements (Bank Accounts & Credit Cards)
- CCTM/Actimize fraud monitoring
I manage a large UK & offshore application support teams with technical expertise in multiple application stacks. The UK teams works on the priority 1 & 2 (CRITICAL & HIGH) incidents while liaising with the offshore teams for any priority 3 (MEDIUM) incident resolutions.
• Accountable for the 99.99% availability for one of the most complex (legacy systems with modern technologies) and advanced internet banking application in the UK.
• Responsible for the support for the delivery of monthly business/code releases into live environment while managing and influencing multiple stakeholders in Digital Banking.
• Translate and communicate the complex technical issues into business language for Digital Banking senior management during HIGH and CRITICAL incidents.
• Liaise with Digital Banking business teams to prepare the technical teams for upcoming innovative solutions, applications and systems.
• Influence IT/Service Delivery teams to resolve issues impacting the Digital Banking services.
• Work with my team to set their objectives and then measure them against the KPIs throughout the year.
• Responsible for any IB related certificates renewals with third party suppliers.
• Owner of the CSI register for Internet banking.
• Own & deliver problem management tasks arising from CRITICAL or HIGH impact incidents.
• Support any change (internal LBG or third party) that can impact Bank’s ability to provide online banking to the customers.

Managing large teams of UK & offshore C# and Java developers responsible for delivering and supporting many retail insurance product solutions for multiple platforms e.g. web (Windows/Linux), hand held devices (iOS, Android, Ubuntu) running on multiple data servers e.g. SQLserver, PostGRESql and MongoDB using IDEs like Visual Studio, Eclipse and Dreamweaver.
• Streamlined processes and implemented the new policies & team structures to support multiple insurance solutions with full E-commerce capabilities for both the desktop and mobile platforms.
• Supported the existing insurance product applications and the platform that these solutions operate on using ITIL methodology.
• Responsible for change, release and problem management within Thistle IT.
• Owner and accountable for incident management lifecycle from issue detection to issue closure, covering severity classification, cause diagnosis, resolution, after resolution management and lessons learned reporting.
• Delivered monthly presentation to the Thistle board on “application’s state” and “service availability” comparable with existing SLAs between business and IT using RAG based charts.
• Identified future technical needs which can prevent the support teams from preforming at their best and then produced individual development plans with training and mentoring requirements.

Working in Cardif Pinnacle head offices in Paris, managed the relationship stream of large scale multi million Euro project delivering new centralised insurance solution. I was responsible for timely delivery of MI reporting, project updates and coordination & project planning from 9 out of the total of 31 European counties where this new insurance solution was being rolled out.
• Accountable for the gathering and serialisation of project data from across the continent.
• Responsible for delivery of standardised individual country project reports to feed into the program reports.
• Administered and conducted the fortnightly meetings / conference calls from the head office for each country with agenda items like progress updates, blockers, issues and local support requests for assistance from head office.
• Developed controls to keep countries focused on application roll-out rather than rely on their existing tools.

Managed the Application support team responsible for 99.90% availability of the Arval's web presence and internal applications running on Windows, Linux and Unix. The applications team was responsible for the applications built in technologies like Java, JSP, .Net C#, Liferay, Oracle, ColdFusion, PHP, JavaScript and HTML running on data servers like Sybase, SQL server, Postgresql and MySQL.
• Accountable for the 99.90% availability of all the supported applications.
• Supported the PCI/DSS (level 5) compliance process for the AllStar Fuel Cards (Arval’s fuel card division) from the IT Production Support perspective.
• Delivered weekly/monthly team performance reports using the business objects.
• Achieved year on year efficiencies of 27% reduction in service desk incidents by systematic root cause analysis.
• Managed full lifecycle of all Priority 1, 2, and 3 incidents directly related to application support team supported applications (excluding hardware failures).
• Based on “Remedy” queue analysis, identified the business/IT impact of incidents and prioritised the issues that need resolving first, this resulted in reduced incidents.
• Regularly contributed on key strategy, technical planning and design decisions working with technical architects.
• Negotiated and administered annual service support contracts with external organisations like Liferay Inc., Abbon Dacs, IDM, BNP Paribas etc.
• Provided leadership, vision and java development skills in the development of Arval group's first smart phone application for Andriod.
• Conducted interviews for new positions, securing both consultant and permanent staff.

Managed application work stream of one of the largest IT projects of 2011 at Arval. Hosting Improvement Project (HIP) was initiated to migrate seven different Oracle application server (Windows) and three Oracle data server (Linux) environments from BNP Paribas data-centre in Paris to Arval's data-centre in Swindon, UK. The project was delivered well within time and budget.
• Provided leadership to project and support teams both in UK & France.
• Analysed the existing environments in France.
• Planned the procurement of best suited hardware in the UK.
• Organised the build of exact replica environments in the UK.
• Developed the HOTS plan and managed the support handover from French teams to intermediary contractors and then to the full time UK IT support teams.
• Compiled the training schedule for the UK IT support teams and then made sure the delivery of the training within time and budget.
• Using French SLA’s as baseline, defined the SLAs between UK business and IT production Support.
• Transferred the ownership of the newly build environments to the Arval UK business.

Responsible for the management of the team of 6 contractor & 8 permanent developers with diverse programming backgrounds. Key activities included:
• Consolidated the relationships between development team and IT/business project managers.
• Managed and influenced the expectations of the different stake holders especially PMO, production support and Arval business.
• Ensured the delivery of “fit for purpose” IT solutions and also made sure that correct solutions are conceived from the word go.
• Coached and trained the team to develop new skills and learn new technologies.
• Provided leadership and vision to the team to develop them for future business requirements.

Joined Arval IT as a senior developer and the role involved developing web applications all the way from the idea stage to gathering user requirements, analysis, build and implementation.

Worked as a systems developer at the BT technical labs in Ipswich working in Java to develop internal document search engine.