Brendan Stenner

Key Responsibilities
• Responsible for Azure environment and supporting infrastructure for online trading
platform serving 200,000 clients globally an growing.
• Responsible for IT compliance related matters related to the online trading platform.
• Responsible for day-to-day management of client requests, subscription issue
investigation, troubleshooting and remediation.
• Support development team and development infrastructure.
• Responsible for infrastructure roadmap and capacity planning.
• Budget management, monitoring, capacity planning and IT lifecycle cost forecasting.
• AND more!

Key Responsibilities
• Manage L3 tickets and beyond including escalation requests from fellow L3 staff.
• Scoping, quoting and delivering project work on-time and under budget.
• Customer Success Management, quarterly reporting and relationship maintenance.
• Customer escalation point to gain traction of stuck items and issues.
• I am the first port of call for the employee voice and incidents.
• Working in a dynamic environment where no day is the same and a curveball is often
just around the corner.
• Serving our customers as a priority whilst fostering care and respect for each other as
team members.
• Employee happiness - responsible for rostering, scheduling resource allocation,
individual team member growth and development and training plus talent acquisition and
management.
• Create technical documentation, ensuring knowledge is shared and accessible
amongst all team levels.
• Identify gaps in documented and operational knowledge and consult all relevant
stakeholders to bridge the information shortfall.
Key Achievements
• Improved customer communication and interaction by developing standards,
procedures and a play book for all staff to follow.
• Brought consistency to the technical team for handling calls, tickets, standardised
policies, procedures and escalations.
• Made building system documentation a priority which reduced staff turnover by
encouraging knowledge sharing which also improved our customer support experience.
• Leading by example with information sharing and involving all levels of support staff with
high level issues as an exercise of inclusivity.
• Built better employee engagements with regular catchups and implementation of staff
development plans.
• Championing customer requirements that relate to complex systems to ensure smooth
project delivery, whilst ensuring technical ‘how-to’ is documented and made available to the
greater team to support new systems.