Top Skills
- Cloud & Platform: AWS (ECS, EC2, S3, VPC), Docker, Terraform/Terragrunt, Linux, PaaS;
- Operations & Reliability: Incident/Problem/Change (ITIL), RCA, runbooks, service readiness, service transition;
- Customer & Delivery: Technical account management, stakeholder comms, vendor management, distributed team leadership;
- Security & Governance: Cloud security fundamentals, responsibility model, policy/standards implementation;
- Quality Assurance (QA);
- Team Building & Development;
Roles Summary
| latest@top | Company | Role | Contract | Duration | Location |
|---|---|---|---|---|---|
 |
Spryker | Technical Account Manager, Cloud Operations | Full-time | May 2022 - Present | Portsmouth, England |
 |
Exonar | Head of Customer Operations | Full-time | Sep 2021 - Feb 2022 | Reading, England |
| DeuxeMM Digital | Director / Founder | Freelance | Jan 2018 - Aug 2021 | Cape Town, South Africa |
| Interoute ISP | IT Service Manager | Full-time | Oct 2014 - Jul 2017 | London, England |
| Vodacom Business ISP, Vodafone Group | Senior IT Service Manager - Problem & Project Manager | Extended Contract | Jan 2012 - Mar 2014 | Johannesburg, South Africa |
| Torque IT, Adcorp Group | IT Trainer, Torque-IT & Technical Solutions Architect, Kelly Group (now Adcorp), | Full-time | Jan 2009 - Dec 2011 | Johannesburg, South Africa |
Current Role & Experience
Technical Account Manager partnering with enterprise customers to stabilise and scale AWS-hosted commerce platforms. Blend of cloud operations, ITSM, and customer advocacy: driving incident response, change management, and cost optimisation while aligning teams across engineering, SRE, Product, and Customer Success. Familiar with ECS, Docker, Terraform/Terragrunt, PHP toolchain, and PaaS delivery models.
Spryker - Technical Account Manager
Cloud-first modern managed service provider Platform-as-a-Service solution for global enterprises building eCommerce.
- Act as POC for high-revenue accounts, coordinating changes and incident response across Engineering, SRE, CSMs, and Product to reduce MTTR and change risk;
- Lead service improvement plans (ITIL) and clarify the shared responsibility model for Spryker Cloud Commerce OS, improving handoffs and accountability;
- Attention to detail across all aspects of Service Improvement Plans (ITIL SIP’s);
- Triage and prioritise critical tickets, streamlining L3 workflows across time zones;
- Drive maintenance and upgrade programmes for legacy PaaS environments; mitigate risks during code and infra releases;
- Optimise AWS costs in partnership with Cloud Ops and CSMs;
Key results
- Unblock customer escalations alongside CSMs;
- Improve transformation pace while balancing stability vs. change velocity;
- Positively affect transformation but with a sensible balance between change rate and stability;
- Continuously help drive various cost efficiencies across Spryker AWS Cloud Operations;
- Accelerate incident resolution by joining technical bridges and eliminating handoff gaps;
- Schedule and orchestrate change windows for priority customers as primary POC;
Previous Roles & Experience
Exonar - Head of Customer Operations
Exonar's data discovery platform provides organisations with ultimate visibility into their data, using machine learning.
- Lead three 2-person squads to strategically address different areas of the business, through grass-roots changes across service operations, refining processes and knowledge to improve ticket handling quality and speed;
- Lead technology initiatives with a service-based focus, interfacing with both individuals or entire technical teams;
- Supported implementing company software into the various customer environments (cloud & on-prem) and through the support lifecycle, making sure that the current customer base is happy;
- Facilitated design of systems, tools, training and processes for people and businesses to succeed;
- Guided cloud migration strategy and evaluated a Docker/Kubernetes stack for scalability;
- Participated in design, implementation, monitoring and evaluation of projects;
- Implemented policies & standards;
- Assisted in an initiative to move the company software product to the cloud;
- Started implementation of new tools;
Key results
DeuxeMM Digital Solutions - Freelance & Remote Working
IT projects, design & support for ad-hoc clients.
- Interface with a diverse range of clients to complete development of sophisticated projects within budget and ahead of schedule;
- Direct all aspects of technical support throughout the implementation process;
- Participated in skills development and training;
- Identified solutions that meet business requirements and contribute to the actualisation of organisational goals;
- Maintained open lines of communication with clients to ascertain a timely delivery;
- Secured contracts with Capitec Bank, Pinnacle ICT, CTU Training, Skynamo, and City Logistics;
- Entrusted to train and mentor 14 junior managers at Pinnacle IT;
Key results
Interoute (ISP) - Senior IT Service Manager
Service Management with technical & operational knowledge.
- Interfaced with customers to address operational performance concerns and then interpret requirements into specific goals;
- Oversaw development and delivery of platforms designed to enhance client’s capacity for connectivity, communications, computing, and security product sets;
- Collaborated with cross-functional teams to support the accurate implementation of new products and solutions for the customer;
- Regularly reviewed performance metrics to ensure customer satisfaction and make recommendations for improvements;
- Facilitated testing and proving of processes to improve internal efficiencies and determine necessary resource levels;
- Added MTTR/SEV1 improvements by implementing a Major Incident Management (MIM) service outage process that garnered mandatory support of all IT service suppliers;
- Commended by senior leadership for providing exceptional service to the firm’s biggest account, DS Smith with a MRC of €1M per month (in 2016);
- Completely revamped the monthly reporting metrics, data & format and set up a reports repository for a key customer;
Key results
Vodacom Business/Vodafone - IT Service Manager - Problem & Project Manager
Service Management with technical & operational knowledge.
- Served as an active participant on a senior team committed to achieving business change through service process improvements;
- Conducted root cause analyses and developed bespoke solutions while improving knowledge management within 24x7 NOC (3 x 40 staff, across 3 x 8 hr. shifts) staff & other teams;
- Collaborated with Product Development assisting in implementation of new products and solutions;
- Secured 10K POS SIMs from MTN to Vodacom on a one-night cutover without any service interruption;
- Assisted service level managers to align, deliver, and exceed service level agreements;
- Main driver and project manager in setting up and testing a full NOC DR site;
Key results
Adcorp Group (owner of Torque IT & Kelly Group) - IT Trainer & Technical Solutions Architect
Initial role as IT Trainer (Cisco, ITIL) for Torque-IT, progressing into technical solutions architect for Kelly Group (now Adcorp).
- Provided technical support to CIO and business analysts in aligning business and infrastructure architecture;
- Facilitated regular team meetings to allocate resources and investigate strategic IT trends to advise on governance framework;
- Reviewed architectures for quality, suitability and strategic fit and guided the technical community in the adoption of new tools and systems;
- Successful promotion to another part of the company, and a different role, after serving successful 1-year tenure as a Cisco Networking & ITIL Trainer;
- Championed a solution that mitigated a $1M licensing fee for the main legacy Enterprise Resource Planning (ERP) system;
Key results
Additional Experience
- IT Service Manager, Distribution Operations, Discovery Holdings (including VitalityHealth & VitalityLife) - Johannesburg, South Africa
- IT Trainer, Consultant & Technical Solutions Architect, 2KO International - Cape Town, South Africa
- Technical Project Manager, Pershing - Bank of New York Mellon Limited - London, UK
- IT Services & Projects, Deutsche Bank - Sydney, Australia
- IT Services Support, NM Rothschild Bank - Sydney, Australia
Education & Certifications
Software Engineering
- London South Bank University - London, UK
- South Thames College of Further Education - London, UK