steven green

I manage high severity (1-2) Problem investigations following any IT related major incidents for Aviva. Given the profile high severity impacts incur it is vital that any investigation is managed in such a way that suppliers, and internal technical resource are provided with a clear action plan to identify Root Cause, and understand what they are required to do to ensure the issue is fixed. Problem Management is all about eliminating repeat incidents.

I worked with 1st line technical support for Aviva. My main focus during this time was building the 1st line support structure for the BPOS project. This project was to migrate some 14,000 staff from a Lotus Notes email solution to Microsoft's Outlook 2010. This also included an upgrade of Aviva's Sharepoint, Internet Explorer, Office and Blackberry services. My key task was to identify 1st time fixes that could be completed by the IT Service Desk analysts and make sure the issues seen during the project were kept to a minimum.

I trained front line customer service agents in all aspects of Life, General and Investment products, including systems training. During my time in this role Sovereign merged with Colonial Mutual, which meant that the range of products staff needed to be fluent in increased to over 1400 different policy types.

I am responsible for the services which govern access for Aviva globally, these include Global Domains (Active Directory/Azure AD) and associated tools; MIM, FIM, Identity Panel and Advanced Threat Analytics. The core focus of my role over the past year has been the simplification of a complex domain structure to ensure Aviva has a secure and controlled environment that supports an increasingly global focus, specifically an environment with the agility to support frequent acquisition and merger activity.

My team is responcible for governance of low severity incident process within Aviva. We also manage all low severity incidents that require special consideration and escalated issues. This requires management of staff across 2 site's in the UK.

We're here to protect our 33 million customers from life's unexpected twists and turns – freeing them from fear of uncertainty. We are one of only a few insurance companies in the world that can provide customers with life, general and health insurance, and asset management in one place – a composite insurer.And we have a unique competitive advantage. Whether we're protecting them from everyday risks or helping them to save for the future, we put customers at the heart of all we do – creating a bright and sustainable future for our customers, employees and our communities.

IT and Management Theory