Responsibilities

Key Activities - Performance management:

• Establish a standard operating procedure for rapid response to customer concerns on service performance that can be applied by Customer Support Level 1-3 and Service Delivery Team members.
• Identify and deliver a toolset to provide an “outside in” view of the customer experience, including a capability to simulate the end user activity both inside and outside of the customer premises
• Develop and maintain standardised scenario scripts for performance management purposes that can be used at Lumesse and customer desktops and through 3rd party testing services
• Co-work with QA team function in the development of test scripts to ensure consistency of approach
• Develop and maintain an internal performance measurement system accessible by Lumesse service teams that presents data from various resources including system access and activity logs as information that can demonstrate actual performance levels per customer per transaction per period.
• Support Incident and Problem Management processes by validating service performance levels for customers and identifying bottlenecks and strategies for service improvement
• Maintain Service Delivery Team performance problem records and priority list for service R &D activity
• Work with the Technical Services Manager to maintain a definitive reference for service performance and availability
• Build out a capability to automate weekly and Monthly Infrastructure KPI reports

Supplier Relationships:

• Liaising with 3rd party providers of performance tools and services, identifying solutions for improving Performance Management within Lumesse
• Working with 3rd party software and hardware providers to seek improvements to performance within Lumesse services

Team Interaction:

• Provide subject matter expertise on service performance to projects deploying and developing Lumesse services and introducing new customers to Lumesse services
• Provide standard framework for performance measurement in Customer Support, ensuring team members are able to validate customer cases
• Co-work with R&D and architecture teams to identify service changes to improve performance
• Co-work with Operations & Infrastructure team and to qualify performance bottlenecks and identify options for improvement
• Provide information and analysis to inform Service Delivery managers and other senior staff of actual customer experience with regard to service performance

Financial Management:

• Ensure cost effective use of pay-as-you-go cloud services for outside in monitoring

Resource optimisation & best practise:

• Helps ensure right capacity is provided to meet customer performance needs
• Propose action based on in depth analysis of performance data and subsequent, clear communication of information and conclusions
• Ensure any changes to services are proposed and consulted through the Change Management process, introduced with appropriate communication and consultation
• Compliant with Lumesse Information Security policies and practices

Requirements and the individual

Essential Experience:

• At least 5 years commercial IT experience with customer base measured in 100’s
• Proven expertise in use of test scripting tools such as Jmeter and Selenium
• Proven expertise in use of OS level log analysis and performance tools (e.g. Jboss access logs, Jmeter)
• Expertise in web server technologies and tuning (Apache, IIS, Tomcat, Liferay etc)
• Excellent data manipulation, analysis and presentation skills

Desirable Experience:

• Employment history to include SaaS/Internet ASP service provider
• Experiencing of all of Windows, Linux, SQL Server, Oracle, MySQL platforms in use by Lumesse
• Practical development experience using tools such as Java, Cold Fusion, .NET, VBScripting, Perle
• Knowledge of ITIL Processes

Additional Information