Harpreet Samra
Service Operations Manager @TUI
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WORK HISTORY
Service Operations Manager @TUI
Coordinate cross-domain incident response and issues timely and accurate communications during major incidents• Continuously improves inter-domain service operations capabilities through Service maturity and operational performance reviews focusing on areas such as SLAs, and KPIs• On-call for out-of-business hours major incident management• Focuses on operational excellence and service performance, with a strong DevSecOps mindset and customer-centric approach• Drives continuous improvement of teams\' operational performance and service stability• Contributes to the operational management strategy for services within and across domains• Defines and agrees on operational SLAs and KPIs for all services within domains and designs and implements service models for new services and products, including transition activities• Tracks major and recurring problems and ensures root cause analysis and appropriate actions are taken• Maintains technical understanding of the application landscape, business functionality, and data flows in the domain and stays connected with key SMEs, teams, and technology stakeholders to assist during incident response as needed• Promotes technical excellence, ownership, and self-organization at a team level and has strong communication skills and experience engaging with senior technology and business stakeholders• Experience in implementing DevSecOps principles in product specific support as well as SRE practices• Aspires to a culture of service excellence, putting the customer, colleagues, and business at the centre of everything• Demonstrates strong problem-solving skills and good collaboration, with a passion for continuous improvement (process creation and documentation) and an open-minded, inquisitive, lifelong learning approach.
EDUCATION
Sheffield Hallam University
Bachelor of Science (BSc), INFORMATION TECHNOLOGY WITH BUSINESS STUDIES
ABOUT HARPREET SAMRA
I have worked in the IT sector for 5 years within numerous industries such as Retail, BI, Engineering andAviation. My more recent experience has been in service delivery and operations. My previous experiencecovers 1st and 2nd line support, application support and system support.In my current role as a Business Liaison Lead, I act as the buffer between the Business and 3rd partyservice providers ensuring that the business is aware of relevant IT on goings. I also ensure that third-partydeliverables meet business requirements whilst also helping them improve where possible. At present, Iwork alongside companies such as Tata consultancy services, BT and IBM to name a few.In current and previous roles, I have worked with third parties across different time zones to ensure thatsystem up-time meets the business requirements.
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