Keiren O'Brien

Experience

• 

  BAE Systems Applied Intelligence

  Jun 2011 - Sept 2015

  Responsible for the management of a third line infrastructure support team. Responsibilities include:• Assigning resources to incidents and ensuring that they have the required support for resolution within a strict SLA window.• Taking personal ownership for the training of new support resources and the scheduling of patching.• Composing Quarterly Service Reports and leading service reviews with the client. • Managing the project budget and ensuring that resource time is booked appropriately.• Conducting monthly internal reviews with the Senior Leadership Team. Show less Responsible for the day-to-day running of two teams that support a large majority of the business critical applications and databases for the client. This includes:• Representing the teams in key client meetings including daily operational briefings, together with weekly Change Assessment Boards.• Ensuring upcoming changes are resourced and high priority incidents are managed effectively and within established SLAs.• Working diligently with both client and supplier staff in ensuring that a high level of service is maintained, with continual effective management of client expectations.• Presiding over the team rotas and assigning resources to various weekly tasks.• Reviewing the monthly service reports produced by the Application Team Leads.• Maintaining the Risk Register and Forward Schedule of Change for both teams, commanding meticulous attention to detail. Show less Responsible for supervising a small team of Application Managers; providing support for two operational critical services in a client facing environment. Responsibilities included: • Managing resources and contributing to incident investigations, critical in ensuring that SLAs are met. • Continual enhancement and refactoring of technical documentation and internal processes; resolving incidents in a more efficient manner and providing guidance to both junior and senior resources unfamiliar with the services. • Identifying service improvements and administering the implementation of such changes, following review from a member of the Service Delivery Management team. • Producing monthly Service Review reports for the client, detailing the work conducted over the reporting period and highlighting successes and potential threats to service. Prospective risk elements were categorised in a Risk Register according to the impact and probability, detailing how to mitigate such events coming to fruition. This process demanded an assiduous attention to detail, for which I took personal ownership.• Contributing to the resolution of high priority incidents both within and outside of standard office hours, working independently whilst also adopting measured judgment in escalating to the Senior Management Team when required. Show less Working in 2nd Line Support on client site for a variety of bespoke applications. Responsible for resolving incidents within SLA, assisting in the implementation of both minor and major changes and also supporting the applications out of hours.Support activities carried out included: • Incident resolution, focusing on the management of process data stored in an Oracle Database. • Problem investigation, working directly with the third line support team through the latter stages stages of the software lifecycle in isolating the underlying issue and aiding the implementation of a fix. • Producing weekly and monthly statistic reports to analyse usage of the application, developing complex database queries with the focus of returning the required statistics in minimal time. Show less

  • Service Delivery Manager

    Mar 2015 - Sept 2015

  • Operational Manager - Second Line Application Support & Database Administration Teams

    Aug 2014 - Sept 2015

  • Application Manager Team Lead

    Sept 2012 - Aug 2014

  • Managed Services Consultant

    Jun 2011 - Sept 2012
• 

  BJSS

  Sept 2018 - now

  Responsible for the management of various teams as well as contributing to the organisation and establishment of the Service Management Capability of BJSS, as well as the Managed Services Business Unit:• Day-to-day service and project management of agile DevOps teams – prioritising and assigning workload, running agile ceremonies and managing escalations. • Managing the project budget and approving resource time booking and expenses.• Producing regular service reports and attending meetings with clients to review the service provided, discuss ongoing issues, priorities and improvements.• Acting as client Change Manager, responsible for chairing daily CAB calls and managing change deployments to the Pre-Production and Production environments. • Participation in bids and the designing and transitioning of services for new clients.• Service Management consulting – providing recommendations to clients regarding how they can efficiently and effectively run Service Management within their business. • Building the Managed Services team, forming roles and facilitating recruitment through conducting CV reviews and formal interviews. • Organising a training/development plan for all staff within the Managed Services Capability. • Conducting presentations to the team and wider business demonstrating successes and how they were achieved in order to share effective techniques and working practices.• Representing BJSS at Service Management corporate events. • Line Management duties including career and personal development management, objective setting and conducting performance reviews. Show less A member of the Managed Service (MS) Leadership Team (LT), with a focus on ensuring BJSS MS is great place to work and having responsibilities for the pastoral care and support for the entire Business Unit (BU) - up to 200 people at it's peak.Key responsibilities include:Thought Leadership• Owning the MS People Strategy and implementing initiatives for the BU• Contributing to wider BJSS People initiatives.People Management• Interviewing and training of Squad Leads (SLs) and Squad Circle Leads (SCLs)• Managing of Squad allocations• Escalation point for SLs, SCLs and members of the MSLT for any pastoral issues• Supporting the onboarding of all new MS members of staff• Processing leavers• Discussions around reasonable adjustments and their implementation, including management of Access to work Requests• Manage and support the performance management process• Contributing to the disciplinary process when required, acting as disciplinary investigating manager• Review administration for all BU staff • International and Flexible working requests• Ensuring all staff complete their mandatory trainingCommunications & Events• Managing the coordination and running of the weekly staff All Hands Call• Coordinating our Quarterly BU Town Hall - covering the delivery of a central presentation and coordination of local social activities across 11 locations within the UK and Portugal• Sharing wider company comms with the BU regarding initiatives, updates or requirements D&I• Ownership of the local Diversity & Inclusivity agenda.Training & Development• Work with Capability Leads to define and maintain career development plans • Creating and supporting the progression process, conducting final reviews and confirmations. In addition, the role includes the collective Leadership Responsibilities with the MS LT:• Support Engagement Resourcing• Recruitment• Academy Support• Office interaction • Business Development, Bids & Pre-sales Show less Responsible for the pastoral support of a Squad (up to 40 members of staff), working closely with the line management team to ensure Squad members are looked after. This role is part time alongside the Service Delivery Manager role.Responsibilities include:• Working closely with the Leadership and Operations team to ensure people are appropriately and fairly represented in decision-making.• Acting as the key point of contact and escalation for any pastoral issues.• Conducting disciplinary reviews and conflict resolution.• Absence approval and return to work reviews.• Line management training.• Presenting in Town Hall meetings to the entire Leeds office.• Defining and implementing people-related initiatives. Show less

  • Service Delivery Manager

    Sept 2015 - now

  • Managed Services People Lead

    Jul 2021 - Oct 2024

  • Squad Lead

    Sept 2018 - Aug 2021