Conor McKeown
Infrastructure Cloud Operations Senior Change Manager @Imperva
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WORK HISTORY
Infrastructure Cloud Operations Senior Change Manager @Imperva
Imperva is a comprehensive Digital Security Global Leader - protecting Data and all paths to it. The Infrastructure & Cloud Operations Team (ICO) is responsible for - Designing, Building, Scaling & Operating Servers & Network that power the Imperva Customer base. Working to operate the most Stable, Scalable & resilient infrastructure in the world. Key Deliverables -• Senior Point Of Contact for Global ICO Change Management. • Establishing & delivering ITIL v4 Change Management Strategy / Concepts / Processes from the ground up across the Organisation.• Designing the all-new Change Process(s) in Jira and ServiceNow - covering Plan / Build / Test Processes & Early Life Support. • Improving the Customer experience by simplifying Process Efficiency & ITIL Awareness.• Designing Change Catalogues & working with Customer Success producing regular Management Reports.• Planning, managing & coordinating the implementation of high Risk / Customer Impacting Changes, ensuring all Stakeholders are engaged & committed to Change success.• Chairing & Tabling Requests for Changes for CAB. Issuing agendas & circulating CAB invites.• Manage Forward Schedules Of Change and Change Calendar ensuring scheduling & clash management are handled & communicated appropriately• Managing continuous improvement via adherence & governance to Change Management processes.• Working with Problem & Incident teams to communicate Change, review failed Changes & investigate trends• Performing Post Implementation Reviews of unsuccessful Changes.• Reporting on Change Statistics & Data Analysis - highlighting any issues that jeopardise the ability to effectively handle IT Change.• Establish & Track monthly & annual Change Performance KPI’s - analysis of Trends & management recommendations & reporting to ICO Directors.• Participate & contribute to process and toolset enhancement activities both regionally and globally and contribute to UAT testing and post implementation support when required
EDUCATION
Queens Belfast
BA Hons, Economic & Social History
Abbey Grammar
A Level, History & Geography
SKILLS
ABOUT CONOR MCKEOWN
As a Technical Services Manager - I lead the activities needed to implement & maintain robust effective Change & Release Management processes across the organisation. Delivering an ITIL aligned Change Management service for Managed Service Customers. I instigate & chair the Change Approval Board & drive consistency & alignment of Change Management for our organisation and customers.I maintain the processes that ensure changes made to services and infrastructure are recorded, evaluated, authorised, prioritised, planned, communicated, tested, implemented, documented and reviewed in a consistent and controlled manner - ensuring stability & reliability for internal & external services and networks.Further responsible for ensuring the ongoing Quality Of Service to Customers. Ensuring Service is operated within agreed SLA’s & aligned to Policies, Processes & Standards. This role is client & internal facing, focused on ensuring the definition & delivery of value to clients & internal stakeholders via metric driven Business Intelligence Reporting. Key Deliverables Governing – Incident / Request / Change / Problem - •Operational Change Management.•Ticket Analysis – Quality / SLA Monitoring. •Problem Investigation & Analysis.•Capacity Analysis.•Net Promoter Score and Customer Satisfaction Survey follow up and analysis.•Risk Register. •Continual Service Improvement coordination.I also have a strong Project Management background in – telecoms, IT managed services, broadcast security, financial trading & insurance. Experienced in - infrastructure & service delivery project management – utilizing Prince 2 & ITIL frameworks. In Project Management roles I present a clear vision & communicate it to the team. Being Logical & analytical helps in foreseeing problems & risks. I plan with confidence, predicting obstacles & always aim to take a birds-eye view of operations / projects. I know when to communicate & with whom – bridging the gap between users & suppliers. I understand structure & alignment & create a positive environment with in my PM style. Specialties: • IT & Infra-structure Change Management• Experienced & commercially aware Project / Service Delivery Manager.• Project Management expertise in software delivery / integration. • Project Management expertise in Telecoms infra-structure projects. • Project Management expertise in business transformation / change programs.• Strong customer facing & onsite account management experience.
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