Member of Jo Holdsworth Recruitment temporary pool

• Jul 2018 - Present

Incident and Problem Manager at Dimension Data

• Oct 2016 - May 2018

Responsibilities:Raising and fully documenting problems, writing RCA analysis reports & implementing preventative actions for over 200 UK clients; Trend analysis of repeat events and incidents; Work closely with the Network engineers on these repeats to identify underlying problems that could be resolved; thus preventing repeat disruption to the service;Proficient user of ITSM ; raising all tickets types and writing and scheduling reports for Service Delivery Managers and Operations Management use;Provide Key Performance Indicator monthly reports to show the service improvements made through Problem Management.Responsible for raising business cases for changes to the ITSM tool for the Problem module; e.g.to improve the automatic RCA document and the resolution of an issue with Knowledge Articles being overwritten on updateAchievements:Created many knowledge articles to enable the engineers and agents to search for workarounds and solutions quickly; this also enables them to link new incidents to existing problems which aids prioritisationSet up daily checks to identify high priority incidents closed with a workaround; raised problems for further investigation, identification of the root cause and development of a permanent fixReduced the number of false alerts through identification & resolution of incorrect threshold levels and poor connectivity issues . This has helped to reduce the numbers of false alerts that need investigating and enables focus on the ‘real’ faultsWorking with the European Service Practice team to roll out the use and creation of Knowledge Articles to eliminate repeat investigations & make use of known workarounds and the linking of incidents to open problems to aid Problem prioritisationWriting Post Incident Reviews and tracking corrective actionsTracking SLA notifications and taking steps to prevent breachesReviewing and updating Problem, Incident and Major Incident Management processes

Problem Analyst (Contractor)

• Nov 2015 - Apr 2016

Problem Analyst (Contractor) Location – Selby November 2015 – April 2016Responsibilities:• As the owner and manager of the Problem Management process I run workshops for high priority problems to facilitate investigations, root cause analysis and resolution.• I prepare KPI (Key Performance Indicator) monthly reports• I analyse closed incidents for trends and raise relevant problems for support teams to investigate• I monitor all open problems to check for increased/changed business impacts and pursue Support/Development teams to find workarounds, root causes & solutions• I provide workarounds for the Service Desk to enable quick incident resolution• I work alongside the Support and Development teams to understand the business’ priorities regarding problem investigations, changes, releases and projects.• I write Major Incident Reports and raise relevant Problem and ‘follow –up action’ records to enable mitigation or elimination of future incidents During my time at Drax I have :• Implemented a new Problem Management process and designed training for IT teams to support the process. • Designed and rolled out a new Major Incident Management process; trained Major Incident Managers and IT teams to support the process. This process formed part of the Disaster Recovery & Business Continuity Plans• Designed updates to the Problem and Incident templates on the Service Management Tool (Footprints) to facilitate improved recording of details and trend analysis• Created and managed a (CSIP) Continual Service Improvement Plan for Incident and Problem Management processes, Service Desk and 2nd and 3rd line teams• Re-designed the (KPI) Key Performance Indicator monthly report • Analysed 20% of closed incidents daily, to provide examples of training opportunities for the Service Desk Analysts (e.g.mis-prioritisation, missing resolution details and SLA breaches)

Incident & Problem Manager (Contractor)

• Aug 2015 - Sep 2015

• Ensuring best practice is followed to industry standards whilst maintaining a flexible approach • Provide clear and informative updates to key stakeholders on Problem and Incident Management progress• Work to agreed SLA’s for Problem and Incident Management• Co-ordination of major incidents, including communication to key stakeholders, co-ordination of technical teams and Major incident reviews• Produce weekly and monthly reporting against KPI’s• Work with The Service Desk Manager to ensure the Service Desk fully understand the incident and problem lifecycles and follow the correct process• Build and maintain strong relationships with internal development teams and external third party suppliers• Attend daily trading calls with business to provide updates from the Incident and Problem function and take away actions raised• Establish regular meetings with business areas to review Incident & Problem Management• Provide proactive problem and Incident management through various monitoring toolsThis was a short term contract as LateRooms was in the process of being sold to Cox & Kings

Problem Manager (Contractor)

• Jun 2014 - Jul 2015

I was the Problem Manager for 100+ AstraZeneca site LANs & handle Major Incidents as part of an on-call rota.I introduced Major Incident Management reviews to identify root cause and all preventative actions and improvements;I provided many knowledge articles to the AstraZenaca Service Desk to enable the agents to search for workarounds, solutions and support teams quickly;I worked closely with the Service Delivery Manager to identify, document and mitigate risks within the service delivered by Dimension Data.I was also the Service Assurance Manager and am responsible for ensuring 100% service provision across AstraZeneca LANs during transition of support and monitoring service back in house from Dimension Data to AstraZeneca Network Operations teams;I have made improvements to the network device on/off boarding process so that AstraZeneca Network Operations teams can quickly and easily request maintenance support from accurate & up to date Dimension Data systems;I have worked closely with the AstraZeneca Network Operations teams to identify any access and monitoring issues for network devices. with their systems and produced plans to address and track these;I provided service analysis of the LAN Managed Service during the transition & a reported on the AstraZeneca Network Operations teams overall service performance;I initiated the use of a weekly newsletter to inform all stakeholders of all planned activities and achievements in the past week;I delivered and managed a new, improved on-boarding (of AstraZeneca LAN devices) process;Wrote (and trained) several process & procedural documents for use by Dimension Data & AstraZeneca staff members.

Problem Manager (Contractor)

• Sep 2013 - Mar 2014

I worked closely with the Service Desk and Operations to identify any new problems, increased impact and volume of caused incidentsI managed over 200 problems from identification through to resolutionI worked with Major Incident Management, Application Support teams and 3rd parties to drive root cause investigations and ensured that preventative actions or resolution activities were completedI championed the Problem Management process across Kingfisher Operating Companies, including B&Q and ScrewfixI developed and implemented ‘Get Well Plans’Administrative support of problem records to facilitate the process and at desk training for new users of Service NowI held weekly meeting with the business commercial team to discuss priorities, progress and target datesI attended a daily Operations meeting to discuss recent major/repeating incidents or changes to resolve or cause incidents; leading to the raising of new problems or the re-prioritising of existing problems and the closure of resolved problems.Achievements:I introduced fortnightly review meetings with 10 Application Support Teams (provided on and off shore by Tata Consultancy Services) to track ongoing ProblemsI held regular meetings with Service Managers to identify areas for improvement and to take preventative actionsI initiated a batch performance forum to identify any issues with critical path batch jobs to prevent any impact to the business

Problem Analyst (Contractor)

• Jan 2013 - May 2013

I managed all client problems from the identification and prioritisation through problem and error control to resolution. I kept all problem records updated and provide up to date reports on daily, weekly and monthly bases to senior management.I performed trend analysis of all closed incidents to identify any underlying problems, raise the appropriate records and request the appropriate resource to investigate and resolve via Change Control or Release Management.I work closely with the Service Desk and provide the staff with details of all open problems; namely user impact, workaround and priority along with fault diagnosis tools to aid quick incident resolution and a link to the problem. In turn the Desk notify me of any new problems, incidents caused by changes or 'fixed' problems. I drove the efficiency and effectiveness of the Problem process to meet SLA and contract requirementsI worked alongside the Account Manager and 3rd party suppliers to drive service improvements and problem resolution I was responsible for holding reviews after Major Incident resolution and ensuring that follow up actions are completed.

Problem & Major Incident Manager (Contractor)

• Jul 2011 - Aug 2012

I was responsible for Incident and Problem Management across all technical suppliers and internal development teams. This includes SIM, billing, top-ups and core service (voice, text & data) issues, web site availability and reporting.I was responsible for the resolution of all Major, P1 & P2 cases raised by customers, the Service Desk, giffgaff staff members and generated by monitoring alerts, in office hours and on a rota for evenings and weekends.This included the chairing of checkpoint meetings, recording of the incident details (for example customer impact, timeline of events, changes made, root cause and workaround/fix implemented), escalating to senior management, communications and resolution. I analysed the P3 data taken from the Service Desk database to identify any repeat cases. This data was used to raise problems and provide workarounds to the Service Desk for quick resolution of repeat incidents, until the problem was resolved I held daily calls with the Service Desk to discuss any new high priority or repeat incidents, any changes or releases due and any escalations required to 3rd parties or senior managementFor Problem Management I designed and implemented a database to record the problems and known errors for all 3rd party providers.I documented the process and the work instructions for the updating and reporting on the databaseFor Major Incident Management I introduced the reporting of MIs on resolution to senior management. This included a description of the incident, its customer. financial & reputational impact, the root cause (if known), the outage times, resolution (fix or workaround) and any preventative or follow up action requiredI designed and implemented a database to record all Major, P1and P2 incidents.This recorded all the details and the tracking of preventative or follow up actionsIt also provided a snapshot of the incidents for Service Reviews with 3rd parties

Major Incident & Problem Analyst (Contractor)

• Sep 2010 - Apr 2011

During Major Incidents I was responsible for the scribing of a timeline, cause, resolution and actions allocated.After resolution I wrote and distributed the Major Incident Report, raised a Problem and appropriate tasks.I chaired daily operations meetings to discuss new, ongoing and repeat Incidents, recent and future Changes.In respect of the Problem management process, I was responsible for: arranging meetings/calls to allocate/pursue all follow on actions with internal teams and 3rd party suppliers; completion of all documentation and updates on the Problem and task records; raising Problems for all repeat and high priority Incidents; linking repeat Incidents to the relevant Problems. I was involved with the rollout of the Problem Management module of SM7 to ensure that the tool was tested and was fit for purpose for the Support and Problem Management teams. I migrated 250 Problems from ASG to SM7.I have written work instructions for testing SM7, migrating data and a preliminary training aid for the Support teams. I set up regular meetings with all Problem owners to track and monitor root cause, workaround and resolution of open Problems.I worked with support teams to document the flow of sales data through various IT systems. This aided the resolution of Incidents and Problems, clarified business impact and enabled the correct communications to be distributed.

Process Developer & User Access Admin

• Jul 2009 - Sep 2010

Using my Process Design and Project Management skills I designed and implemented new processes for a variety of tasks within the UK Data Centre. I was responsible for the analysis and pursuit of Service Manager software fixes and enhancements for TSYS International.I wrote user guides and trained staff to use the new processes and Service Manager tool which resulted in clearer and more accurate Management Information as well as a reduction in resolution and implementation timeI prepared and presented statistics to highlight SLA breaches and identify areas for improvement - to focus senior management attention on Problem areas. For the last 6 months I worked as the User Access Manager for a new credit card platform to facilitate the smooth adoption of new access request processes for internal staff and third party suppliers.

Problem and Major Incident Manager

• Jan 2008 - Jul 2009

and Major Incident Management Processes for VocalinkI had Line management responsibilities for four Problem and Major Incident Management analysts and I increased the job satisfaction, confidence and skills of my team of analysts I was responsible for the overall effectiveness and efficiency of the Problem and Major Incident Management processes.I improved the Major Incident Management process so that it met the business requirements for existing and new services. This included better analysis and understanding of major Incidents and tracking of follow up activities to prevent further impact upon service. I enhanced the Problem Management Process to include: Pro-active Problem Management; Faster resolution times; Accurate financial information; Measurable Key Performance Indicators; Increased value of workaround information for Incident resolution; Improved and increased inter-departmental contact and cooperation; Increased awareness of the utilisation of Problems and the value they add to the business processes Promoted awareness of the Problem Management team’s function and the facilitation role they provided to resolve Problems I chaired the Problem Review Board meetings, including Problem (re) prioritisation and pursuit of timely resolutions with support and developments teamsI designed the screens and workflow for the Service Manager Problem Manager module and approved the prototype and enhancements for the development team and assisted in the writing of the training material.I prepared and presented MI to show the value of Problem Management in reducing repeat and major Incidents and providing workaround information to the Service Desk and Operations