Phil Mason
IT Operations Manager, Global Operations @Sage
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WORK HISTORY
IT Operations Manager, Global Operations @Sage
As the leader of the team responsible for globalizing and managing Service Management and Operational practices across the Sage IT organization, my key responsibilities include: • Managing the Network Operations Centre, ensuring effective monitoring of servers, networks, and services across the global Sage estate. • Overseeing Incident, Change, and Problem Management processes to maximise service availability and quality. • Maintaining an IT Technical Service Catalogue and Configuration Management Database (CMDB) for streamlined service delivery and accurate asset management. • Leveraging AI Ops to enhance service performance and proactively address potential issues. • Implementing advanced IT Service Monitoring techniques to ensure high availability, optimal performance, and adherence to service metrics. • Establishing a close working relationship with the Cyber Defence Operations Team to address Zero Day vulnerabilities and high-risk security threats. • Embedding operational frameworks and standards across the IT organization to promote efficiency and consistency. Key Accomplishments: • Seamless implementation of PagerDuty, integrating it with ServiceNow and monitoring tools to streamline incident management and response, reducing the MTTA (Mean Time to Acknowledge) from 30 minutes to 3 minutes. • Conducted a comprehensive assessment of an existing poorly managed vendor, documenting their tasks and activities, and creating a detailed Statement of Work. This facilitated a smooth transition from staff augmentation to an MSP agreement which now exceeds all SLA\'s and KPI\'s. • Introduction of Atlassian Status Page, providing real-time transparency on service availability to the business. • Modernization of incident communications through automation, resulting in effective and timely updates. • Led the Utilisation of PowerApps to create user-friendly IT asset management tools and an IT Portal as MS Teams apps, enhancing accessibility and productivity.
EDUCATION
Zenos IT Academy
ICT
SKILLS
ABOUT PHIL MASON
With over 15 years of extensive global experience in the IT industry, including 7 years…
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