James McMahon

Experience

• 

  KFC UKI

  Sept 2001 - Jun 2005

  Team Leader

  • Supervised a large team of employees, in the successful operation of a busy fast food restaurant chain.• Main responsibilities included : shift running, people management, delivery control, stock counts, product management, safe counting and food preparation. At the heart of my duties was a regular one-to-one interaction with the general public with customer satisfaction, speed of service and product accuracy being essential factors. I learned to handle customer complaints professionally, courteously and effectively. As a result, I developed excellent customer service skills and learnt to work efficiently under pressure in order to meet deadlines Show less

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  Agilisys

  Aug 2005 - Nov 2005

  1st & 2nd line I.T Support Analyst

  • Provided primarily 1st line technical support for the Agilisys worldwide client-base. • Daily duties involved logging client IT issues, assessing incident priority and dealing appropriately. If the issue could not be dealt with first line, I would escalate to the relevant technical department and liaise until a solution was established. • Common queries were associated with troubleshooting issues with MS Office Suite, printer configuration, advanced network routing and Oracle Administration.• Each incident had an associated time limit with which a resolution should be made. As a result my impact assessment, prioritisation and and time management skills were enhanced allowing me to work effectively in order to meet strict deadlines. Show less

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  Norwich Union International

  Jan 2006 - Jan 2009

  IT Service Desk Analyst

  • Joined Norwich Union (now Aviva) to gain experience in an entry-level IT position supporting more than 32,000 (at the time) Norwich Union employees. In May 2006, an internal merger gave the companies IT areas the opportunity to align their procedures with ITIL best practice using Axios Assyst as their primary incident logging tool. As such I gained extensive experience of the incident lifecycle as well as a solid understanding of the key IT roles within the business. • Gained extensive exposure and experience in a wide range of systems and technologies including Microsoft Windows NT4/XP, Novell Netware Administration, Active Directory Management, MS Office Suite, Lotus Notes, Sophos Antivirus and IBM mainframe applications.• Key accomplishments during this period included 1) Responsible for day to day 2nd line support to the business’ 430 remote sales consultants leading to broad experience in remote laptop support via VPN technologies.2) Technical Point Of Contact for my peers in Windows XP / Active Directory administration. As such I was regularly asked to provide technical training to new members of staff.3) Frequently asked by my immediate management to deal with high-profile and politically sensitive issues due to my technical capability and empathetic customer service. Show less

• 

  Aviva

  Jan 2009 - Jun 2014

  • Provide Major Incident support for Global Aviva internal, external and eCommerce customers, working to demanding KPI's and SLA's.• Co-ordination and management of all available resources (including 3rd party suppliers, Vodafone, Hewlett Packard and Capgemini) to ensure expedited resolution of Major incidents, minimising impact on business processes.• Solely responsible for the management of all Major Incidents across the worldwide Aviva Group outside normal office hours on an on-call basis.• Invocation of Disaster Recovery and IT Service Continuity measures.• Leading conference calls with multiple technical support teams and business owners, driving Major Incidents through to resolution.• Conduct senior management Incident review with appropriate suppliers and resolver groups in order to improve Service recovery process.• Operational support for the immediate team, managing resources / allocation of workload and provide technical consultation to my peers.• Direct relationship with Problem Management function assisting with all aspects of Root Cause Analysis.• Implementation and enforcement of ITIL Incident Management Process. Show less • Responsible for the day to day management of all UK/offshore Service Desk analysts and a key player in ensuring Service Level Agreements were maintained across all business unit skillsets.• Extensive use of Work Force Manager resource management software, producing schedules for each analyst which covered phone, email and queue rosters.• Spent a 13 week period in Chennai, India, helping with the setup and development of the offshore I.T Service Desk. I delivered technology specific refresher sessions for all analysts and acted as a consultant for any underlying queries / concerns which were raised. I assessed the quality of the calls being handled by the analysts and provided direct feedback to the analysts and coaches, helping them identify areas of weakness and development. Show less

  • Major Incident Consultant

    Feb 2010 - Jun 2014

  • IT Service Desk Operations Lead

    Jan 2009 - Feb 2010
• 

  JAMES MCMAHON LIMITED

  Jun 2014 - Oct 2024

  Director

  Ltd Company for I.T Consultancy.http://www.jamesmcmahonltd.co.uk

• 

  Lloyds Banking Group

  Jun 2014 - Nov 2016

  Freelance Defect & Incident Manager (Contract)

  •Defect & Incident manager for Group Release and individual Community Bank IT projects across Lloyds Banking Group (Lloyds, Halifax, TSB and Bank of Scotland).•My extensive Incident Management experience allows me to successfully triage, prioritise and provide timely resolution of Defects identified throughout various stages of the Testing lifecycle, including System Integration and User Acceptance Testing.•Provide support to Test Leads, Project and Programme Managers to minimise impact to Test Plans, safeguard testing timelines and project delivery dates.•Pool and co-ordinate the required Business and IT teams, using the most appropriate line of communication, in order to expedite Defect Root Cause identification and subsequent resolution.•Produce daily and ad-hoc Management Information reports to stakeholders, highlighting key blockers and risks to service.•Upon completion of testing, I provide Warranty support, managing any incidents raised within the Production environment, which are deemed attributable to the Project delivered changes. Show less

• 

  HSBC

  Nov 2016 - Jun 2017

  Defect Manager (Contract)

  •Defect manager responsible for resolution of Defects identified as part of a major UK government driven Programme. The objective of the Programme is to facilitate recent UK legislation, which requires Banks in the UK to ring-fence their core banking activities from their investment banking division by the end of 2018.

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  Lloyds Banking Group

  Jun 2017 - now

  •Defect Management Lead responsible for resolution of Defects / Incidents identified as part of two major Banking initiatives; The TSB Migration Programme, the MBNA Integration Programme and most recently, Project Rose.•Responsible for the production and implementation of the Programme Defect Management process which underpins the Defect Management function.•Chair walkthrough sessions of the Defect Management Process with key Test / Workstream / Resolver teams to ensure the process is understood and adhered to.•Successfully triage, prioritise and provide timely resolution of Defects identified throughout various stages of the Testing lifecycle.•Represent the Defect Management team on daily senior stakeholder / stand up calls, reporting the progress of Defect resolution and calling out key blockers, in order to expedite the turnaround time of Defects.•Identify hotspots in Workstream test progress and allocate Defect Management team resources accordingly.•Produce daily and ad-hoc Management Information reports to associated stakeholders, highlighting key blockers and risks to service.•ALM Project owner responsible for reviewing / approving any proposed changes to the Programme’s main Defect logging tool.•Regularly provide out of hours support for delta release / load activity and I am responsible for organising the team rota to cover these activities.•Incident Management support throughout multiple proving cycle, dress rehearsal and main implementation events.•Provide Warranty support, post implementation, managing any incidents raised within the Production environment, which are deemed attributable to Programme delivered changes. Show less

  • Site Reliability Engineer

    Oct 2024 - now

  • Programme Defect / Incident Management Lead / Sofware Engineer (Contract)

    Jun 2017 - Oct 2024