Martin Jones
Principal Application Support Manager @Evri
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WORK HISTORY
Principal Application Support Manager @Evri
Leeds, GB
Lead the L1, L2, Event Management, DBA, Network and IT teams to provide support to clients and the business.· Responsible for setting the strategic direction for EUC, Networks and Observability.· Work with vendors such as Cisco and Microsoft and strategic partners to deliver IT to Evri.· Raise the bar for support through shift left, knowledge transfer and service improvement activities.· Define objectives, KPI’s and bonus targets across the teams and then measure and reward based on achievement.· Project lead on 19c Oracle upgrades to take existing AWS and OCI databases up to the latest supported versions.· Improved coverage and quality of monitoring and alerting utilising synthetic, business transactions and agents.· Lead teams to refresh IT infrastructure and Networks at sites across the UK.· Identify cost saving opportunities and deliver them through projects and BAU work streams.
EDUCATION
Leeds Beckett University
Games Design, Games Design
SKILLS
ABOUT MARTIN JONES
Talented operations people leader who is value, solutions, and customer success focused.• Leads customer service, technical support, service delivery and operations teams to overachieve against expectations and targets.• Passionate about providing the very best experience for every customer and user.• Experience in stakeholder management at board level both internally and externally.• Reported directly to the CEO, managing a range of team sizes including a Department of 150-200.• Rose from 1st Line Analyst to Head of Department within 9 years at EMIS Health.• Supported healthcare solutions, Managed Services including third-party supplied software and Cloud products such as server maintenance and security.• Practical experience managing and transforming customer experience, process and systems.• Hands-on experience of the entire Service lifecycle including Change and Release Management.• Involvement in all facets of Service Delivery and onboarding of new customers, products and services including bid responses and Service Management.• Passionate about Continuous Improvement and bringing positive change through transformative projects.• Accomplished problem-solver with in-depth knowledge of various operating systems.• Experience deploying new systems, including ServiceNow and SugarCRM at scale across 600 employees including the rollout of Live Chat and new channels of support for customers.• A leader of people that can skilfully manage performance and behaviours to deliver a vision.
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