Chris Watson
Incident and Problem Management Lead - Major Incident Manager at Form3- Claim this Profile
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Bio
Experience
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Form3
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United Kingdom
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Financial Services
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200 - 300 Employee
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Incident and Problem Management Lead - Major Incident Manager
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Aug 2022 - Present
Northumberland, England, United Kingdom In August 2022 I joined Form3 as their Incident and Problem Management Lead. I oversee both processes and ensure they are governed and enforced across multiple teams at Form3. I am responsible for a growing team of 8 Incident Managers based in the UK and Canada. The day to day responsibilities include liaising with multiple internal Engineering and Product teams ensuring the Incident and Problem process is being followed. This is in a bid to ensure best practice is being… Show more In August 2022 I joined Form3 as their Incident and Problem Management Lead. I oversee both processes and ensure they are governed and enforced across multiple teams at Form3. I am responsible for a growing team of 8 Incident Managers based in the UK and Canada. The day to day responsibilities include liaising with multiple internal Engineering and Product teams ensuring the Incident and Problem process is being followed. This is in a bid to ensure best practice is being followed to minimise the chance of any live service issue. A part of this is to ensure my team are acting swiftly to resolve any triggered alerts and incidents. While ensuring post incident, preventative actions are identified and followed through to closure. This will in turn prevent the re-occurrence of service impacting issues on the platform. As part of the role I also communicate regularly with multiple Enterprise customers to build and maintain powerful relationships. Part of this is ensuring service level agreements are adhered to and that the customer experience remains at a consistently exceptional standard. Show less
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Atom bank
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United Kingdom
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Financial Services
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200 - 300 Employee
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Problem Lead and Major Incident Manager
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Dec 2018 - Aug 2022
Durham, United Kingdom In December 2018 I joined Atom Bank as their lead problem manager. The day to day responsibilities include liaising with multiple internal and external vendors ensuring the problem process is being followed in order to prevent re-occurrence of high profile IT issues within the bank. I am also responsible for ensuring all risks against Technology are managed and progressed through to resolution. I communicate and present the progress of these on a weekly basis into the executive… Show more In December 2018 I joined Atom Bank as their lead problem manager. The day to day responsibilities include liaising with multiple internal and external vendors ensuring the problem process is being followed in order to prevent re-occurrence of high profile IT issues within the bank. I am also responsible for ensuring all risks against Technology are managed and progressed through to resolution. I communicate and present the progress of these on a weekly basis into the executive team. I have also led a Incident Management task force in a bid to gain resolution on multiple priority issues in a sprint initiative. This involved having regular meetings with engineering teams and test as well as holding regular update meetings with operations and the executive team. As part of my role I am also on an out of hours call out rota to be the point of contact for any major incidents or service affecting issues. I have in depth knowledge of Faster Payment Services ran within the bank. I have been heavily involved in the project of moving our hosted services from third parties to our Google Cloud Platform. Show less
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DWP Digital
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United Kingdom
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Government Administration
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700 & Above Employee
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Service Manager - Problem Management
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Sep 2015 - Nov 2018
Newcastle upon Tyne, United Kingdom In September 2015 I TUPE transferred into DWP following the department’s decision to take our role in house. My role remained very much the same as what is detailed in the Problem Manager entry with the addition of line management of staff. I was responsible for monitoring and managing key DWP stakeholders on a day to day basis highlighting any issues and challenging any abnormal or poor behaviours / performance. I held ad-hoc problem forums on the back of any key escalations received in… Show more In September 2015 I TUPE transferred into DWP following the department’s decision to take our role in house. My role remained very much the same as what is detailed in the Problem Manager entry with the addition of line management of staff. I was responsible for monitoring and managing key DWP stakeholders on a day to day basis highlighting any issues and challenging any abnormal or poor behaviours / performance. I held ad-hoc problem forums on the back of any key escalations received in order to get to the root cause of live service impacting issues driving problems to resolution in a timely efficient manner. The aim being to give the user the greatest experience of IT Services on across the estate. Show less
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Hewlett Packard Enterprise
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Problem Manager
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Mar 2012 - Sep 2015
Newcastle upon Tyne, United Kingdom In March 2012 I moved from the Major Incident Management team into SIaM Problem Management. One of the key objectives in Problem Management is to actively minimise the adverse effect on the DWP business of incidents and problems caused by errors in the infrastructure by continually monitoring and identifying service tower provider trends and improvements. To proactively prevent the occurrence of incidents, problems and errors by driving the service tower providers to undertake true Root… Show more In March 2012 I moved from the Major Incident Management team into SIaM Problem Management. One of the key objectives in Problem Management is to actively minimise the adverse effect on the DWP business of incidents and problems caused by errors in the infrastructure by continually monitoring and identifying service tower provider trends and improvements. To proactively prevent the occurrence of incidents, problems and errors by driving the service tower providers to undertake true Root Cause Analysis and implement preventative measures to prevent re-occurrence. To ensure that service tower providers are undertaking effective Problem Management by checking and monitoring their problem records and activity, and discussing this with the STP on a continual basis. To lead detailed investigations in relation to specific problems or problem areas in order to ensure underlying issues are identified and preventative and/or improvement measures put into place. To liaise with the Client where necessary and ensure a good working relationship is maintained and Client expectations managed on a continual basis. I designed and implemented a number of innovative process improvement ideas within the team that improved the efficiency and level of root cause detail captured.
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Major Incident Manager
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Mar 2008 - Mar 2012
Newcastle upon Tyne, United Kingdom In March 2008 I joined EDS as a contractor to Kelly Services as a Technical Service Desk agent handling calls from the client, raising and managing incidents and applying fixes where possible. After 12 months in this position I moved to the Major Incident Management Team where I worked as an Incident Manager. The team was responsible for the identification, escalation and management of high impact outages on the DWP estate. By engaging technical resource, service management leads and… Show more In March 2008 I joined EDS as a contractor to Kelly Services as a Technical Service Desk agent handling calls from the client, raising and managing incidents and applying fixes where possible. After 12 months in this position I moved to the Major Incident Management Team where I worked as an Incident Manager. The team was responsible for the identification, escalation and management of high impact outages on the DWP estate. By engaging technical resource, service management leads and senior management within both HP and DWP I ensured that high impact outages were resolved quickly and efficiently whilst maintaining transparent operation and communication. I was required to facilitate and minute technical and business conference calls and the Post Incident Wash-up, using predefined templates and in accordance to Service Management Team policies. I provided output and consultation services to operations management centre and technical experts, Availability Management and other ITIL disciplines as required during and after incident management. There are various people who attend these calls from Service Integration Leads, Product Environment Managers and technical experts to DWP business representatives and Operations Management Team members.
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Education
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Zenos IT Academy
Advanced Apprenticeship, Advanced IT Training Course