1. Amanda Toy
7 Pimpernel Way, Romford, Essex RM3 8BT
01708 344575, 07929784505
Amanda.toy1@gmail.com
uk.linkedin.com/in/amandajtoy
Profile
Change Management Engineer with extensive experience of successfully driving through End to End Changes into
the Production Environment for both new and amended functionality. Skilled in all areas of the Product Lifecycle and
has worked extensively within the ITIL methodology from Service Design through to Service Operations and
Continuous Service Improvement as well as Prince 2 for Project Management. Expertise in:
 Production Operations and Application Support
 Customer Service
 Incident and Problem Management
 Service Stability
 End 2 End Change, Release, Control and Validation
 Financial Services and Banking Industry
 Release Management
 Team Leadership
 Working with Offshore Stakeholders/Colleagues
 Requirements Gathering
 Stakeholder management
 Project Management
Technical & Specialised Skills
Languages : Cobol, DB2, SQL, CICS, JCL
Internet: HTML, Visual Basic
Platforms: IBM Mainframe, Z/OS,
Tools: TWS Graph, TWS, Endevor , ServiceNow, Service Manager 7, Service, Centre 5, , Microsoft Office
Additional: ITIL v3 , ITIL Service Operations, Prince2, TWS Scheduling, Performance Management, Team
Leadership Program
Professional Experience
BARCLAYS 1992 – present
Mainframe Production Change Co-Ordinator 2014 - present
Role
 End 2 End responsibility of each Release / Deployment into the Production environment based on pre-defined
release guidelines and milestones.
 Review changes to the TWS mainframe scheduling as part of a release to ensure no conflicts with batch.
Check the dependencies and triggers to ensure set up is as per requirements. Creation/management of code
and JCL handovers into OAT test region within agreed release timescales
 Continued improvement of the Release process and document templates to improve stability and reduce risks
to services during the implementation window.
 Chair and manage Post Release Reviews and follow through on all identified actions and process
improvements to ensure no repeats of identified issues
 Document and communicate Service risks and dependencies to Senior Stakeholders and impacted
colleagues and teams within the Mortgage area. Liaise with the dependent downstream systems to manage
expectations and reduce impact to their services during any outage or delays related to Change activity.
 Out of Hours cover and support of Change and Release implementation during the Implementation window.
Management of any Production issues or defects that arise from implementation JCL and Document abend
resolutions in ServiceNow and in the Post Release review for follow-up .

2. 2
Production Support Lead 2011 - 2014
Role
 Responsibility of all activities related to day to day Production Support of the Residential and Buy to Let
Mortgage systems
 Run Daily calls with my team to prioritise Incidents and resolve/troubleshoot any overnight Batch abends.
 Sole responsibility for the Incident and Problem Management within Mainframe team involving customer
management, opening and prioritising Problems and Incidents and ensuring OLA’s and SLA’s are kept.
Escalation to SME’s for analysis of issue when required.
 Communicate to Senior Stakeholders with regards to Service Impacting issues and manage and run Major
Incident calls cross multiple teams to restore Production service
 Single point of escalation for Service Managers, Product Manager, Technology Partners and Business Leads
for any Service stability issues
 Support of the TWS mainframe scheduling and recommendation of changes to JCL to improve the run times
and resolve any deadlocks in batch.
 End to End management of the Change and Release deployment of Incident and Problem code, JCL and
data fixes as well as Small change and Project enhancements. Also, to review all changes in mainframe code
packages and TWS scheduling for both the changes and the implementation scheduling to ensure smooth
transition into Production.
 Responsibility for reviewing and signing off of both Business requirements and Technical Documentation for
Project release as well as Incident fixes and small changes.
 Involvement in kick off workshops for various projects to assist with the production and documentation of
Business and Technical requirements.
 Management responsibility of a team of 5 onshore and 5 offshore resources
 Stakeholder management of 3rd party supplier of Mortgage code base (Sapiens). Involved with the contract
negotiations during the renewal and amendment of the exiting Support contract between Barclays and
Sapiens for support of the Mortgage application.
Production Release Manager 2008 - 2011
Role
 Management and communication of all code releases through the Development and Test environments
 Coordinate, plan & implement TWS scheduling requirements to ensure any new requirements for all the
environments(Development/QA/Production-like/Production environments). Check to ensure they are placed in
the optimal position in batch to ensure minimal contention issues. Check these online once complete to
ensure this has been set up correctly before implementation.
 Contribute to workshops during requirement gathering phase of projects in order to represent and ensure
Production support requirements and Incident scenarios were considered during design and build.
 Define and maintain standards for code deployments, JCL changes and maintaining audit trail of changes
 Identify and document risks and dependencies of Implementation and work with stakeholders to mitigate and
reduce any identified risk to service prior to Implementation
 Responsibility of end to end delivery of Change Management for implementation of Project and Problem fixes
into the Production environment
 Define monthly release schedule and ensure deadlines are meet regarding the coding and testing of each
change
Production Support Analyst Programmer 2006 - 2008
Role
 Application support of the Home Insurance, PPI and Mortgagecare application systems
 Overnight support of the TWS batch. Identify and fix JCL batch abends and escalate if issue will impact on
Service SLA’s.
 Raise and manage the Incident tickets for any Production issue and perform root cause analysis and escalate
to Senior developers if complex fix is required.
 Identifying and implementing automated solutions to Manual process to improve support turnaround times and
ensure this was scheduled and set up as per specifications in TWS.
 Responsibility for managing code releases to both Production and Test mainframe systems.
 Coding and testing production code fixes and new project requirements in COBOL, DB2 and JCL
 Manage the Incident and Problem queues and catalogue various Risk levels to ensure high impacting, high
risk issues are worked on with a higher priority.

3. 3
 Manage the Change Management process to implement changes into Production on a monthly basis.
Mainframe Cobol Programmer 2002 - 2006
Role
 Overnight support of the Production overnight batch and resolution of TWS scheduling issues or restart of
failing jobs..
 Coding both Production and Project fixes in Cobol, SQL, JCL
 Write Technical requirement documents and contribute to the Design and Build phase of projects to ensure
code changes were appropriate and fit for purpose.
 Provide Production Application and System support for all Incident and Problem issues identified by different
Business units
 Responsible for driving through Change Management process to implement changes into Production
 Work with all stakeholders and downstream applications in the event of system errors to mitigate impacts and
restore service within defined SLA’s
 Worked with the Intranet team to implement Sharepoint within the company. I worked with HTML to amend
missing code and hyperlinks links to different webpages.
Operations Analyst 1998 - 2002
Role
 Manage and run TWS batches through test regions as well as build, manage and maintain the overnight
Production schedules via OPC/TWS
 Provide Production Application and System support for all Incident and Problem issues identified by different
Business units
 Overnight support of the Production overnight batch and resolution of TWS scheduling issues, JCL abends or
restart of failing jobs.
 Responsible for driving through Change Management process to implement changes into Production
 Managing Test plans and writing the Testing batch cycles for all Projects
New Business Clerk/ System Tester 1992 - 1998
Role
 System Testing of various high profile projects including Y2K, launch of various new Assurance products,
Investment Bonds
 Writing of Test Conditions and Training manuals for Business users
 Wrote various Business requirements documentation for large project to replace the existing front end
processing system. Produced both GUI front end overviews and as well as same documents for Mainframe
green screen requirements.
 Data entry of new Life assurance applications
 Liasing with customers, Advisers, Solicitors and Doctors to push through pending customers applications
 Deal with minor Customer complaints
Professional Development
 MVS JCL
 TWS/OPC
 Introduction to OS/390
 Cobol Programming Parts 1 & 2
 DB2 SQL Programming
 CICS Command Level
 ITIL V3 Foundation Certificate in Service Management Essentials
 ITIL v3 Service Operations
 Prince 2 Foundation
 Leadership Program
 Performance Management Program

4. 4
 Interview Skills
Education
Frances Bardsley School, Romford, Essex
 10 GCSE
 3 A Level
Voluntary/ Citizenship Activities
 Set up and run Interview Skill sessions as part of Barclays LifeSkills program to prison in-mates due for
imminent release back into the community. I also set up various other workshops for Money Skills, business
Enterprise and Overcoming Challenges within the Youth Offenders Institutions within various prisons
throughout Kent and Sussex.
 Assistant Beaver Scout Leader with the Scout Association