Programme Defect Manager
National Records Of Scotland
Keywords
Acceptance Testing
JIRA
Oracle Applications
Software Engineering
Skills
User Acceptance, JIRA, Windows 10, Oracle, application development
Project history
05/2021
-
08/2023
* Sole Defect Manager for the largest IT Programme in Scottish Public Sector
history, to bring the Scottish Census online.
* Incidents triaged, owned and progressed as part of Incident Manager role
also undertaken as service was brought online in Production.
history, to bring the Scottish Census online.
* Incidents triaged, owned and progressed as part of Incident Manager role
also undertaken as service was brought online in Production.
03/2020
-
05/2021
Programme Defect Manager and Quality Engineer
Lloyds Banking Group
* Working as an integral part of a programme to migrate the LBG estate
onto Windows 10 infrastructure.
* Owning and driving defects across all test phases for the entire
Programme.
onto Windows 10 infrastructure.
* Owning and driving defects across all test phases for the entire
Programme.
07/2017
-
03/2020
Programme Defect and Incident Manager
Lloyds Banking Group
* Working on the largest customer migration project in Europe as LBG
purchases MBNA from Bank of America. C. 100k customer records were
migrated across to LBG systems.
* Performed both a Defect Management Role for testing in lower
environments and as an Incident Manager for live proving cycles in
production.
purchases MBNA from Bank of America. C. 100k customer records were
migrated across to LBG systems.
* Performed both a Defect Management Role for testing in lower
environments and as an Incident Manager for live proving cycles in
production.
01/2017
-
07/2017
Incident & Defect Manager
HSBC Bank
* Supported functional and business User Acceptance (Pre-Production)
testing across the entire HSBC Bank.
* Drove forward the resolution of defects in Pre-Production with continued
support during and after 'Go Live' in Production.
testing across the entire HSBC Bank.
* Drove forward the resolution of defects in Pre-Production with continued
support during and after 'Go Live' in Production.
04/2014
-
01/2017
Incident & Defect Manager
Lloyds Banking Group
* Worked with application development, test environment and test support
teams to deliver multi-million-pound upgrades and mandatory regulatory
changes on time.
* Chaired War rooms during testing and review calls post testing to prevent
the same issues occurring as means of a 'Lessons learned' process.
teams to deliver multi-million-pound upgrades and mandatory regulatory
changes on time.
* Chaired War rooms during testing and review calls post testing to prevent
the same issues occurring as means of a 'Lessons learned' process.
10/2013
-
04/2014
Incident Manager
Royal Bank of Scotland Group
* Supported over 120,000 internal staff.
* Managed incidents affecting daily time sensitive transaction turnover of
10 Trillion pounds.
* Managed incidents affecting daily time sensitive transaction turnover of
10 Trillion pounds.
01/2007
-
10/2013
Major Incident Team Manager
Aviva Global IT Service Centre
* Supported worldwide internal, external and E-Commerce based
customers.
* 90% SLA for Sev 2 incidents exceeded month by month since 2010.
* Management, leadership and development of team of 7 Incident Analysts;
dealing with in excess of 1560 severity 1 and 2 incidents.
customers.
* 90% SLA for Sev 2 incidents exceeded month by month since 2010.
* Management, leadership and development of team of 7 Incident Analysts;
dealing with in excess of 1560 severity 1 and 2 incidents.
01/2006
-
01/2007
Major Incident Analyst (Contractor)
BT Global Services
* Incident Management for the largest multi million pound National Health
Service Government IT Programme in Europe.
* Management in excess of 400 Severity 1 & 2 human life critical incidents in 1
contract year.
* Facilitation of Post Incident Review meetings, producing documentation and
following up on actions taken.
* Creation of MI, Trend Analysis and projection reports.
Service Government IT Programme in Europe.
* Management in excess of 400 Severity 1 & 2 human life critical incidents in 1
contract year.
* Facilitation of Post Incident Review meetings, producing documentation and
following up on actions taken.
* Creation of MI, Trend Analysis and projection reports.
01/2002
-
01/2006
Senior Major Incident Analyst
Norwich Union IT Service Centre
* Supported UK and Offshore internal, external and E-Commerce based
customers.
* Produced Daily Incident Reports, weekly and monthly KPI reports and Major
Incident Review documentation.
* Chaired conference calls with multiple technical support teams, driving Major
Incidents through to rapid resolution.
* Team members trained in the Axios Assyst incident management tool & ITIL
process.
* Major Incident Manager cover when required.
* Major Incident Team Representative at IT Service Support wide steering
customers.
* Produced Daily Incident Reports, weekly and monthly KPI reports and Major
Incident Review documentation.
* Chaired conference calls with multiple technical support teams, driving Major
Incidents through to rapid resolution.
* Team members trained in the Axios Assyst incident management tool & ITIL
process.
* Major Incident Manager cover when required.
* Major Incident Team Representative at IT Service Support wide steering
Local Availability
Open to travel worldwide
