Nick Wright

Senior IT Production Manager @Swiss Re

Folkestone, GB

The Senior IT Production Manager oversees the events/alerts, monitoring, detection, investigation and analysis of IT Infrastructure and Applications, during regular operations as well as during IT service production emergency (taskforce) situations.Mindful of the relevant aspects and metrics, the Manager also leads the standard and ad-hoc quantitative and qualitative analyses to assess the health of the IT organisation, including the definition and tracking of KPI/OKRs, identifying pain points, providing recommendations, and contributing to strategy.Depending on the situation, the Senior IT Production Manager takes on the role of a Manager on Duty, a Taskforce Manager or a Production Steering Lead.In daily regular operations, the person is accountable for: • Monitoring and assessing alarms & critical events • Periodically determining and reporting on production health • Reporting potential major incidents to Manager on Duty • Tracking change implementation and responsible for: • Participating in Disaster Communication Management (DCM) calls • Reviewing suspicious activities with Cyber Defence Operations • Contributing to assessments & review actions related to potential & candidate major incidents, critical events & alarms.During taskforces for Major Incidents (MI), the Manager is accountable & responsible for: • Assessing MI business impact • Creating and updating the MI record in ServiceNow • Communicating with customers and management stakeholders • Functional escalation • Business Continuity Management (BCM) • Emergency Management Team (EMT) • Cyber Defence Operations • Escalation to third parties • Critical decision making and accountable for: • Identifying relevant support teams • Setting-up and orchestrating task forces • Orchestrating technical incident response and resolution.

University of Nottingham

BSc, Computer Science