Head of Application Support, Development & Testing

Sha Hussain, ITSD Resource Pool.

My name is Sha Hussain, I am the Head of ITSD Resource Pool. My role interacts with many departments which provide a great insight into all the operational elements needed to run such a large university. I started out in application support, testing and management consultancy, before moving to software development and project management. One of the key elements to this role is being able to juggle the various skills in order to help deliver a project to successful completion, this is why I value my time in a testing team (which drills core foundations of IT into an individual) whilst also drawing on my time spent with the NHS working on their IT strategy and future technologies. An understanding of the skills matrix that exists within the department also plays a critical role in ensuring that the right staff are allocated to the projects based on a number of factors from those who are just starting out to those who have indicated they wish to lead (sometimes very complex projects).

When I first came to UCL, my primary objective was to understand how ITSD operates and how I can add value. When looking at different processes and procedures, it not just about getting on-board, rather it’s about evaluating on a continual basis whether what we have is fit for purpose or whether we need to adapt to meet the changing and growing demands of our customers (internal and external).

It is important to know and keep up-to-date with current trends, laws and regulations because as IT and data access changes, so will the laws that govern access, retention and consequences of failure to protect data. It is also paramount that we as UCL ensure that staff have opportunities to develop (self-growth, technical ability etc) and that we support their career goals, this is done through investment in training as well as focused learning (individual and team) objectives.

Development begins with fundamentals! Learning the foundations of testing, development and application support in order to build on that and act as a motivator to increase knowledge and interact closely with business stakeholders (requirements gathering), understand and develop project management and to finally accept that mistakes happen and whilst it may not feel great at that moment in time, it will build you as an individual should you chose to accept that it is part of learning. Some of the most successful projects I have been involved in came out of past mistakes, a desire not to repeat them but also to share that learning with others (with confidence).

Getting hands-on experience during the early stages of my career has been a key factor – working with SQL databases and writing scripts to administration of Salesforce and Dynamics CRM has built sound knowledge of software development, usability and also data analytics (BI/Reporting).

Then there is the support of those around you, I have been fortunate to have had great senior managers/ directors who have supported and played instrumental parts in my career, and it is that same support and encouragement that I try to provide as well as the team managers in my area.

Depending on where you are in your career aspirations, at the core is focusing your objectives. Are you learning the technologies that are relevant today as well as tomorrow? Are you partaking in different projects or asking your managers for opportunities to further develop? Whether you want to develop technically or work towards a managerial position, it is important to set targets and then find the tools to achieve those. You will find that at UCL, you will get support, however you must communicate those aspirations clearly.

In the short term, I am looking at our work life balance, enjoying my day job whilst at the same time taking time out. I am big football fan, so a summer full of events is on the way. I am also going to spend time doing charity work….what does this have to do with my work? Simply put, it creates perspective, adds new skills and pushes boundaries in terms of new challenges I can take on.

As for the team, I want to ensure we are ready to meet the challenges of tomorrow, from the new technologies that are coming out to better handling of project delivery. Making sure we work together as a team but also enjoy the journey, which is worth the effort of everyone involved.