Garney M. Grant

Provides oversight for the Global IT Infrastructure environment. The IT Infrastructure team supports Group IT Applications and Services by proactively managing Digicel’s enterprise-grade hardware. This ensures high availability of critical systems in a compliant environment with security best practices embedded in our processes. The main areas of responsibility include:

• Led a team of 15+ Engineers to plan, design, implement and manage Digicel’s ageing IT Infrastructure, including servers, storage and virtualization (Hyper-V, VMware, Nutanix AHV).
• Implemented best practices for IT infrastructure management, resulting in increased system reliability, performance, and security
• Supported the migration of several critical systems and applications to Digicel cloud environment (Azure)
• Continuous review and revision of the disaster recovery and business continuity plans, ensuring minimal downtime during system failures and disasters
• Create, review and enforce Group IT Infrastructure policy and governance documents
• Oversee the management of Group IT-owned equipment in our data centers, including server deployment, maintenance, and monitoring, and ensured adherence to industry standards and compliance requirements
• Oversight and management of the Group IT Infrastructure OPEX and CAPEX budgets
• Managed vendor relationships for Group IT and negotiated contracts to ensure cost-effective procurement of IT hardware, software, and services
• Management of Group IT Infrastructure staff including team structure, recruitment, performance management, training, and development

Provided oversight for the group IT Shared Service, Service Desk team. The ITSS Service Desk is responsible for providing level-one technical support to end-users, IT asset configuration, device repair, replacement, maintenance and operation, incident escalation, and ticket resolution. The main areas of responsibility include:

• Managed a team of 6+ IT Service Desk technicians in providing exceptional end-user support, resolving requests and incidents in a timely manner
• Monitor, analyse and track ticket progress throughout its lifecycle to ensure SLA compliance, from submission through to resolution
• Developed, maintained and communicated SLA documentation to ensure compliance with agreed service standards and performance metrics
• Establish and maintain effective relations with internal stakeholders through clear & consistent communication on behalf of the IT function
• Created and maintained comprehensive training documentation
• This coupled with periodic performance evaluations and 360 review feedback sessions ensured complete team alignment and helped in identifying any potential opportunities for team development
• Led efforts to improve self-service options through the creation of knowledge-base articles and automation processes
• Developed and maintained technical documentation and standard operating procedures (SOPs) to streamline support processes and enhance team productivity
• Implemented ITIL-based processes and best practices in an effort to increase our IT NPS score (customer satisfaction) and ISO 27001 re-certification.

Responsibilities included the following:

Drive the implementation of SAP SuccessFactors (cloud-based HRIS) across Digicel markets (32 markets across CALA and Pacific):

• Served as Subject Matter Expert for Employee Central, Employee Central Time-Off, Recruiting, Performance and Goals, Compensation and Service Center, as well as identified as the SuperUser for all processes to ensure sustainability for go-live
• Analyzed and documented business requirements through document analysis, interviews, workshops, and workflow analysis
• Tracked and communicated project milestones to stakeholders to ensure constant alignment with project scope, accountability, and transparency
• Identified, assessed and managed potential project risks/issues
• Facilitated business process redesign workshops to clearly map end to end processes for system configuration
• Facilitated change impact assessment workshops to provide inputs to change management plan
• Liaise between business and technical personnel to ensure a mutual understanding of processes and applications

Managed the day to day maintenance of all HR Systems (HR.net, Learning Management System, Recruitment System & OrgChart Now) as well as providing operational and system administrative support to all aspects of Digicel’s global HR systems infrastructure

• Enforce user accountability & data integrity by constantly reviewing, communication, and documenting system policy changes, coupled with conducting frequent data audits
• Troubleshooting user and system issues

Responsibilities included the following:

• Served as subject matter expert for all HR applications and interfaces, as well as train other HR resources and end users in platform functionalities
• Served as a 'super user' of HR systems and tools in order to identify best practices, assess functionality and system requirements gathering to recommend process improvement opportunities
• Wrote, maintained and supported various reports and queries utilizing appropriate reporting tools
• Report generation and dashboard creation e.g
• Providing statistical summary on employee retention, attrition, recruitment & workforce planning, absence and headcount trends
• Works with HR system vendors to resolve system and/or employee data related issues

Responsibilities included the following:

• Employee data management
• Human Resource report generation e.g
• Attrition, starters & headcount summary
• Absence management using an application developed in-house
• Human Resources department intranet content maintenance
• Employee contract administration e.g
• Employment offer generation, contract renewal, appointment and promotion letters
• Lunch subsidy administration
• Monthly payroll audit