Steve Coker

Experience

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  ICL Fujitsu

  Dec 1998 - Jul 2000

  • E Business 2nd Line Support

    Jul 1999 - Jul 2000

  • Customer Support Technician

    Dec 1998 - Jun 1999
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  National Australia Bank

  Jul 2000 - Nov 2006

  Tradefloor Support

  o 1st/2nd line support to FX Trade floor users.o Supported applications included Bloomberg and Reuters, Windows operating systems, MS Office, Lotus Notes, EBS, Monarch, Bloomberg Anywhere, Swift, Remedy ver5, Citrix, Trade Station, On Technology CCM and Remote, McAfee ePO, FX Orderwatch, Autobahn, Backup Exec, Blackberry.o All Dell hardware including Servers, Desktops and Laptops.o Installation and user configuration of applications such as Reuters 3000 Dealing, EBS and Trade Station.o Automated build of Dell PCs, Servers and Laptops using On Technology CCM.o Data Backups and Restores undertaken on a daily basis. o Network backups catalogued and stored offsite.o Liaison with external software and hardware vendors.Projectso ePO and McAfee Viruscan 7.1 upgrade Project was completed successfully.o Windows NT 4 Decommissioning was completed successfully.o Dealing Room Audit of all applications and Network Infrastructure was completed successfully.o Project undertaken to move Dealers within the Dealing Room to new locations. Organizing of staff and external support (Wey Technologies, BT, IPC and Reuters). Project completed successfully.o The Reuters Data Feeds were upgraded and a project was completed to upgrade all the Kobra3000 and Power Plus Pro sheets within the Bank.o Dealtracker Server upgrade Project undertaken and completed successfully, with all Dealing codes within the bank migrated to a new Server.o Laptops configured to the Companies own VPN software.o Reuters Printers migrated to Reuters Print Server Pro. Show less

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  BP

  Jan 2007 - Jan 2015

  o Secondment to Internal Projects as key technical resource. This has involved participation in technical design through project delivery and post project operational support.o Liaising with customer groups and dedicated other IT functions to optimise user support. Ensure close collaboration with appropriate system owners and key stakeholders in the business.o Major Incident resolution. Contributing to Problem and Incident Management issues, consolidate updates and escalate when necessary. Manage root cause analysis and ensure reoccurrence of known issues are removed or mitigated.o Provision of customer support against agreed Service Level Agreements and maintenance of effective working relationships with business teams, other IT&S areas and external service providers.o Implementation of ITIL process including extensive engagement in Change and Release Management process for releases relating to team portfolio. Including OAT, UAT and Early Life Support for all scheduled releases. o Significant contribution to best practice working guide for the Middle Office team ensuring a Global focus is maintained and knowledge transferred commonly across regions.o Mentoring and coaching of team individuals. Management of team skills coverage, out of hours support and global support schedules during holiday periods. Show less o Supporting Commodity Traders and Operators in a fast paced trade floor environment.o Liaising with EU exchanges and market regulators to troubleshoot system interface issues.o Installing and troubleshooting applications and bespoke hardware such as card readers and digital keypads in a controlled trader environment.o Blackberry (including BAS admin), iPhone & encryption on devices.o Customer Service & Relation.o Software & hardware installations.o Responsible for call logging, escalation, updates on existing calls.o Building laptops & desktops, migrating Users from old kit to new.o Deliver Service.o Installation and configuration of all relevant hardware.o Chosen to be responsible for the initial configuration and continued technical support of the Global Head of Supply and Trading. Show less

  • Application Support Manager

    Jan 2011 - Jan 2015

  • Trade Floor Support Lead

    Jan 2007 - Dec 2010
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  Mercedes-Benz UK Ltd

  May 2015 - Nov 2016

  Application Support Manager

  o Release Manager for any enhancements to application portfolio.o Managed periodical and emergency releases and patching to any applications I was responsible for either via waterfall or agile methodologyo Managed the expectations of stakeholders throughout the lifecycle of the releaseo Created and maintained a Wiki Site within SharePoint 2013 which houses all relevant information pertaining to the team’s suite of applications, with over 200 pages and 400 documents.o Defined and documented Support procedures, including escalation routes and contacts.o Responsible for raising RFCs Requests for Change within Lotus Notes for releases/patches/upgrades to applications.o Acted as communication manager and authorised signoff after testing of any relevant releases into the production environment.o Communicated any potential releases to the business and obtained their agreemento Continually looking for ways to improve service by redefining current support procedures where appropriate.o Provided daily updates in stand up meetings on the current status of relevant applications.o Used Remedy CISM to review archived data as part of Problem Management.o Managed the transition of new applications into the team, which included but was not limited to liaising with Vendors to confirm SLAs, contact details, incident priority definitions.o Reviewed all documentation associated with any new service before it is accepted.o Responsible for managing License PRUAR details and distributing the information obtained appropriately.o SME for my application portfolio, providing support which included liaising with Central Teams in Germany.o Reviewed current contract agreements with third parties to pinpoint areas we can add value by questioning their cost effectiveness. Show less

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  Transport for London

  Nov 2016 - Mar 2018

  Service Transition Release Manager

  o Day to day management and co-ordination of ‘Core Build’ rollouts to the entire TfL estate (co-ordination of activities, communications, and resources).o Managing the expectations of stakeholders throughout the lifecycle of all releases.o Input into the development of new Release processes and policies.o Ensure seamless transition of services to Service Desk.o Arranged knowledge transfer sessions for relevant support teamso Designed and introduced standardized Forward Schedule of Release.o Simplified Forward Schedule of Change.o Designed and introduced notification templates covering all aspects of the release process including Initial awareness, Pilot stage, Go/No Go details and outcomes.o Arranging and Hosting Go/No Go meetings for all relevant Releases.o Arranging and Hosting weekly Patch Assessment Management and Core Build Meetings.o Clear communications throughout the Release lifecycle.o Notify Service Delivery of any relevant new services.o Work with Service provider to ensure Service Acceptance Criteria meets relevant requirements.o Direct communications with key business stakeholders to understand their requirements and then liaising with technical teams with a view to implementing these findings.o Coordinating and overseeing test resources and assisting Test team with the System Acceptance Testing phase of releases.o Managing Pilot user group, ensuring all users and assets details are up to date. Show less

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  Guy's and St Thomas'​ NHS Foundation Trust

  Mar 2018 - Dec 2020

  Release and Transition Management Specialist

  o Initial assessment of the Trusts requirement.o Agree and document the Service Design Package.o Release strategy defined incorporating Microsoft recommendations around deployment and deployment rings.o Ascertained the business and service requirements.o Relevant ITIL Processes implemented and tested where appropriate.o Worked with business to define and agree Service Acceptance Criteria.o Pilot database compiled including location and key applications. This database will be used by the trust for all future upgrades to key applications not just the Windows as a Service update.o Representing Project at Change Advisory Board meetings.o Continuously managing stakeholder’s expectations.o Implementation of new Release processes and policies such as upgrade options and ‘critical list’ definition and creation.o Communication plan created and signed off by Senior Leadership Team.o Creation of ServiceNow KB articles for support teams.o Designed and introduced notification templates covering all aspects of the release process including Initial Awareness, Pilot Stage, Go/No Go details, and outcomes.o Arranging and hosting daily scrums with test, support, and project teams.o Implementing knowledge transfer sessions between Project and BAU teams.o Arranging and hosting Go / No Go meetings for relevant stage gates.o Providing regular updates to the Senior Leadership Team.o Chairing Hypercare meetings with relevant stakeholders and Business representatives.o Expose any breaches in end-to-end Service Management solution.o Recommendations on Service Improvement advising on a Tiered approach to asset management and Service Windows. Show less

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  Department of Health and Social Care

  Dec 2020 - Aug 2021

  ITSM Consultant

  o Designing and implementing Change and Release Management strategy to support adoptiono Conducting impact analysis and change readiness.o Defining and agreeing Impact and Urgency criteria for changes.o Supporting the design of training programs.o Hosting training sessions with userbase.o Ensuring user readiness for Change.o Hosting daily CAB meetings.o Authorising Change requests within ServiceNow.o Liaising with third parties to ensure all Changes and Releases were fit for purpose.o Assessing process for continual Service Improvement. Show less

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  Walgreens Boots Alliance

  Sept 2021 - Jun 2022

  Design and Transition Manager

  o Initial stakeholder engagement to understand requirements.o Working with the Project and Business Stakeholders to ensure that the Service Design aligns to Business and Service Requirements. o Creation of Service Design Package including RACIs and Support Models.o Communication plan created to ensure stakeholders were kept up to date.o Understanding and documenting Service Acceptance Criteria.o Working with ITIL process owners to ensure Service Design aligns to expectations.o Working with Project Managers to ensure deadlines are met and communicating to the relevant stakeholders if timelines slip.o Liaising with third parties to ensure Infrastructure is delivered on time.o Creating knowledge articles and arranging training where required.o Agreeing warranty and Hypercare boundaries.o Chairing Hypercare meetings with relevant stakeholders and Business representatives and reporting on current service status. Show less

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  Ministry of Justice UK

  Jun 2022 - Oct 2023

  Transition Manager

   o Initial stakeholder engagement to understand Voice and Video requirements.o Worked with stakeholders to gather requirements.o Requirements and Definitions drafted and agreed for Transition Partner ITT (Invitation To Tender).o Transition Quality Questionnaire drafted as part of Transition Partner procurement.o Creation of replacement SAC (Service Acceptance Criteria) for both Project and BAU.o Creation of Service Transition Plans.o Creation of Transition Framework to adhere to ITIL service management frameworko Artifact tracker created.o Site visits to validate existing data set and understand user base requirements ahead of Transition Partner onboarding.o Evaluation Criteria.o Capability Modelling of resources for future work.o Input into the Outline Business Case.o Identifying risks and issues and creating contingency plans. Show less

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  Burberry

  Oct 2023 - Jul 2024

  Design and Transition Manager

  o Responsible for the transition to the ServiceNow Ebonded ticketing process with third party suppliers from the existing swivel chair procedure.o Hosting daily meetings with key stakeholders during the Hypercare period.o Liaising with cross functional teams to implement service solutions.o Accountable for the smooth transition of new, changed and enhanced services up to critical level into operational support as part of a large-scale, improvement programme. o Utilising stakeholder / supplier management skills with the ability to liaise with business owners, project managers, design teams, operation teams, IT partners and suppliers to ensure that transition of services and all associated documentation is delivered to a very high standard. o Producing comprehensive service designs, transition plans, milestones, timelines and end-to-end support models for all new services ensuring that they are reviewed and updated in line with any changed or enhanced services. o Act as a quality gate between project delivery and Service Operations in a multi-disciplined environment – to ensure that projects are not passed to BAU support until the service can be fully supported with allocated resource, minimising operational risk and increasing customer satisfaction. o Coordinate Service Transition framework reviews and conduct operational and service readiness reviews.o Overseeing the transition of data from on premise to a cloud based storage solution.o Utilising expertise in implementing Service Transition frameworks and producing high quality designs and documentation.o Creating transition plans and conduct quality reviews, prior to release and deployment to support the transition of the service into operation and ensuring that all knowledge is available to support the defined operational policies and processes. o Co-ordinate and conduct hyper care approach and reports with checkpoint reviews throughout the transition lifecycle into BAU. Show less

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  Southern Water

  Nov 2024 - now

  Service Transition Specialist

  • Provides guidance on the Service Transition process to Project Managers and the wider Service Delivery Management Team, referring to the Service Transition Management (STM) Lead for any Programme level guidance• Represents the views of Service to the Project Manager and represents the Project to the Service delivery and support teams providing guidance when necessary• Is a member of the Service Delivery Management team and can be an advocate for Service Management where required• Works on more straightforward or clearly defined IT Transition projects - ensures clarity on the division of responsibilities for service components ensuring there are no gaps in the provision of the full end to end service within SW IT delivery responsibilities• Undertakes management of the Service Transition Manager elements of the Service Transition Management process for the Programme they are working on,• Seeks guidance and direction from Service Transition Management Lead or Specialists, if and when necessary to ensure effective delivery of Service Transition deliverables• As a Service Transition Management team member, they will actively support the identification of new Risks and Issues on the Project and Service Availability Risk Register along with potential risk mitigation and reduction strategies• Arranges Internal Service Acceptance Board (SAB) when it is agreed with the allocated Service Delivery Manager and Project Manager that sufficient progress has been made to organise a SAB.• Assures evidence from the Project Manager that testing against the Business Requirements has been signed off• Attends and Minutes the SAB decision, including any Pre or Post Go-Live actions• Assures evidence of project delivery against any Pre and Post Go-Live actions• Where an Acceptance into Service (AIS) Board is necessary, manages the AIS Board once Project Manager has evidenced their delivery against Post Go-Live actions from the SAB Show less