Nelson Gaspar

Experience

• 

  Compnent IT

  Mar 2003 - Mar 2005

  Project Manager/ Key Account Manager

  • Project Manager – Managed all Hardware and Software Rollout/Upgrades Projects.• Key Account Manager for Compnent IT, on the Standard Bank account.• Maintained and built relationships with Key Standard Bank Management. • Managed team of 15 resources on the account.• Provided 3rd Level support for Standard Bank.

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  Standard Bank South Africa

  Mar 2005 - Jan 2011

  • Coordinated the Software Development Lifecycle between IT Infrastructure and IT Business in the Personal Business Banking environment.• Managed customer engagement with IT Business Channels.• Demand Management – Coordinated and planned the capacity requirements for Infrastructure.• SLM Management – Facilitated the implementation of Service Level Agreements.• Project Delivery – Ensured that all Business IT projects adhered to the Bank’s Governance Processes. Coordinated all stakeholders and project resources to ensure project delivery.• Risk Management – Attended risk forums to mitigate any potential risks within the IT Business Channel.• Finance – Attended project Steering Committees within Infrastructure and allocated budget for projects.• Release & Change Management – Attended change and release boards.Application sizing – Tested all new applications to ensure sufficient capacity and bandwidth to all countries.• Generated monthly, weekly, and daily reports, distributed to EXCO. Show less • Project Coordinator for all new initiatives within the UNIX/AIX/Storage environments.• Gathered all project information: schedules, data requests, assignments, tasks, and project meetings.• Worked with project team to understand and assist with tracking all work, task and project assignments.• Monitored and modified project schedules as assigned.• Maintained document control, database management, tracked project activities and team communications.• Assisted project team and team lead in strategic meetings and followed up with meeting notes.• Developed and published communications to project shareholders.• Compiled project status reports. Show less • Headed up a team of 10 contractors and bank staff to implement and rollout ChangeMan DS to application areas. • Team Lead for the IBM Rational ClearCase & Rational Rose applications. • Developed and rolled out any required interfaces with other products. • Ensured Change Management Process was followed for all products supported by Information Technology Support Services.• Effectively controlled rollout and product support to application areas.• DRPs and Business Continuity plans developed and tested in accordance with business continuity schedules. • Initiated and proposed new initiatives to improve quality using products. Show less

  • Infrastructure Relationship Manager

    Jan 2009 - Jan 2011

  • Information Technology Project Coordinator

    Feb 2008 - Feb 2009

  • Technical Specialist

    Mar 2005 - Jan 2008
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  S2 Labour Solutions

  Jul 2011 - Dec 2012

  Operations & Logistics Manager

  • Operations Management for multiple Fast-Moving Consumable Goods clients.• Human Resources Management for over 100 staff.• Contract Management.• Continuous Process Improvement.• Strategic Input.• Health & Safety.• Vendor Management.• Research & Development. • Report Management.• Incident Management.

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  The Effectiveness Company

  Nov 2012 - Apr 2013

  Business Implementation Consultant at The Effectiveness Company

  Business AnalystProject ManagerProcess EngineeringBusiness Development

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  BCX

  May 2013 - Mar 2018

  • Single point of contact for Tiger Brands for contractual fulfilment during the service lifecycle, delivering end to end support for 20 services.• Nurtured the client and cultivated a relationship that enabled new growth opportunities.• Proactively monitored and managed client satisfaction with respect to service delivery.• Prevented revenue leakage and managed contractual billing.• Continual service improvement initiatives to address underperforming areas.• Manage compliance with SLAs.• Contract management.• Service level management.• Chaired change advisory board meetings. Show less • Single point of contact for SITA Aero and Cardinal IMS for contractual fulfilment during the service lifecycle.• Nurtured the client and cultivated a relationship that enabled new growth opportunities.• Proactively monitored and managed client satisfaction with respect to service delivery.• Prevented revenue leakage and managed contractual billing.• Continual service improvement initiatives to address underperforming areas.• Manage compliance with SLAs.• Contract management.• Service level management. Show less • Delivered special projects from inception to completion at multiple clients.• Ensured end user support and training for each project.• Developed, implemented and maintained IT Transition, Transformation and Continual Improvement Systems.• Implement new and changed Services, Systems and Components into a Client production environment aligning the services with the Client business need through good resource planning and management.• Monitor and measure IT technology and research, audit, recommend and align technology with the client business strategy.• Reviewed new/emerging technologies.• Measured and reported on client satisfaction.• Managed project budgets to deliver required profit margin.• Recruitment of resources. Show less

  • Senior Service Integration Manager

    Jun 2017 - Mar 2018

  • Service Integration Manager

    Sept 2014 - May 2017

  • Manager - Workspace Services

    May 2013 - Aug 2014
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  Altron Systems Integration

  Apr 2018 - Mar 2022

  • Head up the applications operations support teams collaborating closely with other HODs. • Defining strategies with senior management.• Developing policies that will correlate with strategies.• Implementing effective processes and standards.• Build personal relationships with key clients.• Monitor and oversee the successful delivery by achieving SLA targets and high level of customer satisfaction.• Build service reports.• Work with clients and operations teams to identify and manage service improvement activities.• Accountable for and contribute to the overall performance of the operations managed services division within the application development and support division.• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with Services.• Review service metrics (KPIs) that identify the success of the services being utilised to recommend and coordinate implementation of changes to services to improve metrics.• Contract management across all clients.• Support the development of new opportunities in Operational Support services. Show less • Manage deliverables and grow portfolio of services at key client Vodacom.• Manage a team of application support and DevOps engineers providing support for the Vodacom app and Website with a target of 99,9% uptime availability.• Work closely with Release Management and Development teams to ensure successful deployments of code into production in an Agile environment.• Manage vulnerabilities and patch management of the DXL layer (on Prem and AWS Cloud platform).• Manage roster and workload for a team of 20 engineers and incident managers. • Nurture relationships with key client executive staff.• Grow year on year revenue on existing accounts while identifying new opportunities for growth.• Ensure SLA achievement and high level of customer satisfaction through continual service improvements.• Achieve Net Promoter Score of over 90%.• Build service reports and chair client service review meetings with Vodacom executives.• Remove obstacles to customer satisfaction and / or financial performance. Show less

  • Senior Manager: Operations

    Sept 2021 - Mar 2022

  • Senior Manager: Service Delivery

    Apr 2018 - Nov 2021
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  Sky Deutschland GmbH

  Apr 2022 - Jun 2023

  Senior Service Operations Manager

  • Develop, integrate, optimize, and monitor Content Delivery supply chains; as well as maintain and improve Platform Operations ERP and workflow systems following latest industry standards, cutting edge technologies in a Hybrid cloud environment. • Jointly responsible for the efficient provision of IT / tech services for content and ad sales services within the framework of daily IT / tech operations. • Manage the internal and external tech service providers within the framework of daily IT / tech operations. • Effective service level management for IT / Tech services, monitoring the service quality and the further development of the corresponding reporting in cooperation with the Head of Content Service Operations. • Participate in projects for the purpose of optimally preparing the commissioning of new components of services. • Documenting systems and processes, assessing incidents and supporting incident, problem, change and security management. • Contributing to continuous improvement of application operations and services. • Completing and reviewing quarterly IT General Control audits to ensure compliance with Group Policies. Show less

• 

  DocuWare

  Jul 2023 - now

  Cloud Operations Manager

  Maintain and structure the overall cloud operations process framework• Document processes & author SOPs for - Monitoring - On-call compensation - Handling of service interruptions - Tracking & Handling of Operational Issues - Collaboration of DevOps teams and Support - Root cause analysis - Go-live of new services - Azure Cost management and controlling - Emergency plans - Disaster recovery plans• Discuss and implement process changes• Oversee the financial aspect of the general cloud infrastructure• Plan and forecast budget • Collect and aggregate standard Cloud quality metrics Coordinate larger operational incidents across teams• Compile summaries for service interruptions • Support outgoing customer communication Support knowledge exchange and acquisition across teams• Trigger knowledge exchange between Cloud Administrators or DevOps Engineers• Organize shared training for Cloud Administrators or DevOps Engineers Show less