IT Senior Programme Manager / IT Manager
Open to New Opportunities (No geographic limitations)
مجموع سنوات الخبرة :28 years, 8 أشهر
I decided to move permanently to the UK, with the target of improving children’s education and also, looking for improving my career. Since January 2015, I have focused in improving my language skills, taking several courses of Cambridge English as well as some British qualifications and certifications as Prince2 Foundation.
• Responsible for developing and delivering a range of Telecommunications Services to the business. These include infrastructure and end user computing services, together with application operations and maintenance services.
• Maintained 99.99% uptime through capacity planning and virtualization, with global support in 7X24X365 environments.
• Running the Cloud Services for Telefonica Global Solutions multinational customers, the assignment is particularly complex, given the large number of multi-company stakeholders managed.
• Key role as a Service Manager implementing platforms to supports Order and Service Management services for Telefonica’s enterprise clients in Europe and America. Successful implementation of OSM Platforms, M2M Services, Telecommunications and Cloud Services.
• Infrastructure Service Manager responsible for Central Services Platform on European Telecoms Optimization projects, in addition to software, data and quality centralization management into the Telefonica’s Central Services Platform.
• Led the 7-strong Desktop, Applications and Server support teams within over 5000 end-user, geographically dispersed across Europe and America, managing the delivery of applications and infrastructure services to a diverse user community, with users from a number of different third-party organisations.
• Management of SLA/OLA compliance and service performance reporting, with a focus on proactive problem management and analysis of ticketing data, driving the closure of ‘long running’ open incidents (reduced by around 50% over the last three months).
• Responsible for the incident/problem/change management processes within the infrastructure environment, ensuring that changes are ‘fit for purpose’, that incidents are resolved quickly and efficiently, and that the appropriate problem management process is followed to prevent recurrence of incidents.
• Facilitated focus on High-Priority projects with new governance standards/prioritization; developed SOP’s around project portfolio to manage request processes. Ensure adherence to standards, creating Project initiation form for reviews by Enterprise Architecture Board
• Maintained 99.99% uptime through capacity planning and virtualization, with global support in 7X24X365 environments.
Driving design & Implementation of Technical Architecture in order to cover business needed.
Coordinate technology providers to resolve request, incidents, and problems within the agreed SLAs with them.
• Upgraded telecomm/support practices for efficiency and standardized desktop images in user setup (in hours vs. days)
• Brought in top-notch IT Project Managers, aligned with collaborative leadership style - enhanced ITIL, Help Desk, telecomm and architectural team competencies, with better change control and resource management practices.
HR and Team Management (over 100 people). Team made up of Project Managers, Technology Responsible and Technical engineers.
Initiates changes to break downs internal silos, establishing measurable performance goals and annual reviews.
• Added company’s first asset management procedures and systems - facilitating annual capex planning.
• Proven track record ensuring management and business is kept updated as required, as well as ensure post event/incident follow-up actions are addressed as published in any/all preliminary/final analysis. Modify Major Incident procedures and responsibilities on an as needed basis.
• Release Manager for Software, Data & Quality Management into the Telefonica’s Platform (is a Service for supporting global/central management services to Telefonica users and customers, including OSM and SAP), ensuring that projects meet functional requirements. Developing UAT plans and scheduling with input from Test Leads, managing defects lists, ensuring all requirements to carry out UAT (test scripts, test site, testers, location etc.) in 16 Preproduction and 6 Live environments.
• Facilitated focus on High-Priority projects with new governance standards/prioritization; developed SOP’s around project portfolio to manage request processes.
o Ensure adherence to standards, creating Project initiation form for reviews by Enterprise Architecture Board
• Responsible of manage a mixed environment of UNIX (Solaris), Linux, and Microsoft Windows Operating Systems, client-server and Web architectures, business applications, Oracle and SQL, Information Security tools and applications, Network management (firewall, LAN/WAN, routers, VPN), and an expert understanding of IT operations and best practices (ITIL, CobIT, ISO 27001, ISO 31000 etc.)
• Maintained 99.99% uptime through capacity planning and virtualization, with support to global 7X24X365 environment.
• Upgraded telecomm/support practices for efficiency and standardized desktop images in user setup (in hours vs. days)
• Brought in top-notch IT Project Managers, aligned with collaborative leadership style - enhanced ITIL, Help Desk, telecomm and architectural team competencies, with better change control and resource management practices.
o Initiates changes to break downs internal silos, establishing measurable performance goals and annual reviews.
• Added company’s first asset management procedures and systems - facilitating annual capex planning.
• Continually cut IT Spend, with over €500K annual saving from enterprise-level license agreements negotiation with Microsoft, Oracle and BMC
o Helped to improve A/P practices by building accounting PO/invoice-tracking SharePoint application and review the expense authorization policy.
• Perform as single point of contact for all customers representing provisioning during the Pre-Sales, Implementation and Customer Service by responding to client inquiries, coordinating and resolving critical issues proactively. Responsible for developing, measurement and maintaining the service level agreements.
• Instituted ITIL’s Continual Service Improvement (CSI) Plan for encompassing structured stakeholder management plan, requirements management methodology, communications strategy, and iterative process improvement plan. System, Platform & Enterprise Application Optimization
• Optimized IT operational model, adopted by corporate IT leadership as international support standard.
o Facilitated collaborative development of Vision into Action strategy.
o Defined program objectives, performance metrics, and balanced scorecard. Deployed tracking/reporting solution.
• Responsible for Implementation of Central Services Platform on European Telecom Optimization projects. Responsible for the Release delivery covering compliance, growth and IT drive. International IT service delivery manager for Cloud Services and IT Infrastructure for multinational clients. Translating customer’s business requirements into IT delivery. Managing projects with clients in UK, delivering Cloud & ITSM solutions
• Responsible of translate customer and project delivery requirements into service specifications understanding resource, risk and budgetary requirements and produce programme reporting, with a first class knowledge required of IT Service Delivery, Transition and ITIL process in challenging IT and change environments.
• Responsible for the definition the business of IT through Service Delivery processes, based in a clearly define the content of services, roles and responsibilities of stakeholders and set expectations of service quality, availability and timeliness.
• Service Transition manager responsible of delivering, managing and improving ITSM platforms based in Wintel (VMware/Microsoft stack) infrastructure and BMC Remedy. Responsible of implement ITSM platforms to enterprise customers to manage Orders, incidents, problems and changes about all telecommunications services (based in BMC Remedy) for DHL Europe in 42 countries. Change and Incident Management
• Responsible of Design, Deployment, Delivery and management of complex Infrastructure solutions for Call Center platforms to support big brands clients as Telefonica, O2, Vodafone, Orange or Samsung Operations. Management/Administration of the CCE systems: IVR, routing, ACD, Avaya, NICE, Nortel, Central Meridiam, Symposium. Administration of Nortel CS1000 PBX.
• Implementation responsible of security policies and procedures as directed by EMEA Offices in Edinburgh. Ensure all policies, procedures and strategies are followed and implemented according to IT guidelines. Business continuity and DR operations. Developed strategy for migration to Cloud. Mobile, Social, Analytics, Security (PCI), Disaster Recovery, and a clear strategic road map, allowing the organization to migrate to state-of-the art for increased satisfaction and stability.
• Improve levels of Technical Support in Contact Centers to 98%, through the development, deployment and implementation of the Service Now ITSM SD platform, definition of established roles, improvement of OLA and SLA and improvement of service policies based in ITIL model. Improve the OLA’s to 99.97% uptime or better annually. Reduced unplanned outages from 200+ hours per month to less than 5 hours, towards 0. Achieved 7X improvement to previously planned project leading concurrent hardware upgrades, software development and feature releases, using crisp planning and coordination (DevOps).
• Problem Management, responsible for identify and resolve problems before incidents come up, developing meetings to know current status, potential issues or possible problems. Use of cause-and-effect diagrams and Pain Value Analysis to analyse a series of linked events or consequences.
• Incident Management, working and driving incident resolution, working closely with an IT Service Desk, to manage workload including multiple incidents, incident analysis, user queries and ongoing improvements, to ensure incidents impacting the business are resolved in a timely manner.
* Developed and wrote a streamlined Business Technologies Strategic 5-year plan, encompassing a Business
Technology Implementation Project Plan for FY15 with the following upgrades: (applications, infrastructure, networking, telephony, MS Exchange Migration).
* Created and manage a full P&L operations and capital budget in excess of $14MM.
* Responsible of Disaster Recovery and Business Continuity Plans, including strategic arrangement of infrastructure to ensure no single point of failure.
* Focused on driving business value & agility through adoption of enhanced IT solutions & architecture.
• Project Control, Management and Implementation of IT Infrastructure services and platforms. Design, Deploy and deliver Infrastructure platforms to support Customer Service Operations. Planning, organizing, motivating, and controlling resources to achieve the targets defined by the stakeholders, based on PMP methodologies, focused on evaluating the ROI of different projects and deciding where to make investments. Plan and execute delivery of in-house FCC software for management and operative services.
The master includes lines of research both, in basic research with the contents of Computing Science as in applied research represented by the Information Technology subjects (Software Engineering and Intelligent Systems). The master expands knowledge updating it in the research lines exposed in his syllabus, introduces him to the research activity and promotes the creativity needed for scientific and technological innovation. In addition, this master gives access to doctoral program in the E.U. Computer Sciences, following the ordinance of Royal Decree 1393/2007 of which states that the university research masters are the formative period prior to doctorate.
The MS in Information Technology and Management prepares students for managerial and technical careers in the field of information technology (IT). Our broad-based curriculum, world-class faculty, outstanding students, and proximity to industry-leading organizations are several factors facilitating the success of our students and alumni. U.S. News & World Report recently ranked the program No. 18 nationwide. The program includes: Business intelligence and analytics Enterprise systems Information security and assurance IT consulting and management services
A Business Administration degree has major social importance in today's society, which is characterized by the mass production of goods and services. Furthermore, because of increasingly keen competition in the marketplace, managers at all levels need special expertise to be able to perform their duties under difficult circumstances with sustained and constant effort. Today managers must have a vision, an enterprising spirit and an ability to find and apply novel solutions in general markets as well as niche markets. In brief, a highly developed competitive ability is required in order to successfully deal with market obstacles. The demand for administrators and managers possessing these qualities is high in the marketplace.
