Steven Kitchen
Head of Application Support @System C
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WORK HISTORY
Head of Application Support @System C
Leeds, GB
Improved process for customers to log incidents, change requests and upgrades via the Jira Customer Portal, implementing new workflows, dashboards and processes• Handle and respond to customer escalations and ensure appropriate action is taken• Line manage 6 Support Managers, with overall responsibility for a team of 40• Ensure department processes are being followed and introduce and streamline new processes• Involved in the integration of OCC and Liquidlogic Support Teams• Progress and mentor the team to strive to excel in their positions and progress their career• Produce monthly performance reports for senior management• Ensure appropriate cover levels in place across the team to support 24/7/365 working in conjunction with each individual team leader• Assist engineers with escalated issues, helping progress either technically or with other teams for further assistance• Work towards achieving agreed SLAs for Incidents raised and handling major incidents• Jira admin - including workflows, users and groups, using REST API and PowerShell to automate processes• Working with Jira, SSRS, SSMS, SQL, Oracle VirtualBox, Microsoft Windows Server 2008/12/16
EDUCATION
Chesterfield College
GNVQ, IT
Hasland Hall Community School
GCSE, IT, History, Mathematics, Science, English Literature, English Language, Graphic Products, German
SKILLS
ABOUT STEVEN KITCHEN
I currently work for Liquidlogic, a System C company, which is a software provider for social care and NHS systems, as Head of Application Support. Prior to that, I worked for the airline British Midland International for 7 years and then the NHS for 5 years. My role for bmi was as IT Technical Support Specialist and allowed me to travel to many places around the world. Within the NHS my role was as IMT Support Analyst, supporting the Ambulance Service across Yorkshire. Passed ITIL V3 Foundation in IT Service Management and PRINCE2 Foundation in Project Management. Completed Citrix 6.5 Administration. I enjoy travelling and especially love Australia.
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