Evan D.

Service Transition Manager at Mobile Broadband Network Ltd (MBNL)
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Contact Information
us****@****om
(386) 825-5501
Location
Egham, England, United Kingdom, UK
Languages
  • English Native or bilingual proficiency
  • Arabic Native or bilingual proficiency
Skills

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Sean Capaldi-Robertson

Evan is a personable individual that gets on well with those around him. He is focused and dedicated to producing his very best at all times. He has proved that he is able to deal with uncertainty and is able to work outside of his comfort zone. I recommend Evan very highly and If you looking for someone to deliver under pressure with no slip ups Evan will not let you down!

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Credentials

  • PRINCE2® Foundation Certification Training
    AXELOS Global Best Practice
    Aug, 2022
    - Nov, 2024
  • ITIL Foundation Level v4
    AXELOS Global Best Practice
    Jul, 2022
    - Nov, 2024
  • Lean Six Sigma - Yellow Belt
    Ericsson
    Feb, 2018
    - Nov, 2024
  • Lean Six Sigma - White Belt
    Ericsson
    Sep, 2017
    - Nov, 2024
  • ITIL Foundation Level v3
    AXELOS Global Best Practice
    Oct, 2015
    - Nov, 2024
  • PRINCE2® 2017 Practitioner
    AXELOS Global Best Practice
    Aug, 2022
    - Nov, 2024

Experience

  • Mobile Broadband Network Ltd (MBNL)
    • United Kingdom
    • Telecommunications
    • 200 - 300 Employee
    • Service Transition Manager
      • Jan 2021 - Present

      • Leading and supporting the service design, service transition and transformation of the managed services contract into MBNL/EE and Three BAU operations. • Driving the managed service supplier to deliver the contracted services and driving the supplier towards 100% contractual compliance.• Leading process workshops with the managed service supplier ensuring all the operational requirements are captured and are compliant to ITIL as well as internal policies and standards. • Managing the creation and approval of the Service Operations Manual which includes all the operational processes and interlocks for over 40 services such as Incident Management, Problem Management, Change Management, Operational Readiness, Operational Acceptance, Availability Management, SACM, Proactive Maintenance, Reactive Maintenance, Spare Part Management and more. • Managing the approval of SLA and KPI’s technical specifications and ensuring KP/SLA reporting logic and calculations are compliant to the contract and meet MBNL/EE and Three’s expectations. • Setting up various service governance forums with the managed service supplier (for the whole service catalogue) and transitioning these forums to service owners within MBNL, EE and Three. • Leading regular engagement forums with internal stakeholders within MBNL and customers team in EE and Three to track the performance of newly transitioned services/processes. Acting as a main point of escalation for any process, KPI/SLA and contract queries. • Advising and supporting the transformation and transition of MBNL’s internal service assurance function and acting as a subject matter expert for KPI/SLA performance, acceptance and/or relief• Working with MBNL commercial team to produce any additional contractual change requests. Show less

    • Central Operations and Field Services Sourcing Lead
      • Apr 2018 - Dec 2020

      • Consulting on behalf of MBNL with key stakeholders within MBNL, EE and Three to design and deliver a national industry best practice managed services contract which delivers central operation, field services and spare part management services for EE and Three’s commercial 2G/3G/4G and 5G networks and EE’s Emergency Service Network.• Providing subject matter expertise on ITIL Service Management practices• Analysing the current service operating model for vulnerabilities ensuring EE and Three obtain higher levels of network and service availability and enhanced subscriber experience. • Working with existing operations teams in MBNL/EE and Three to identify pain points/challenges with the existing service and align on how this should be addressed in the newly procured service. • Capturing service/solution requirement for RFP documentation working closely with stakeholders in MBNL/EE and Three.• Analysing bidder proposals, bid scoring, and undertaking offshore bidder due diligence (Bangalore, Mumbai, and Pune) and presenting findings to contract steering board.• Analysing and benchmarking current and anticipated network performance levels.• Negotiating contractual wordings with the supplier and key stakeholders.• Designing, baselining, and negotiating SLAs/KPIs with the managed service supplier.• Supporting the contract steerco until contract signature was achieved in 2020. Show less

  • Ericsson
    • Sweden
    • Telecommunications
    • 700 & Above Employee
    • Problem Manager
      • Mar 2017 - Apr 2018

      • Working closely with the Customer(MBNL), Supplier(BT) and off-shore resolution teams to improve network availability. • Seamlessly driving improvements within Service Operations while ensuring targets are clear and solutions implemented with correct procedures and governance. • Internal Process Owner for BT related services and support commitments. Working closely with BT Operations and MBNL to improve internal processes to ensure support levels are met.• Key service manager between BT and Ericsson. Attending Monthly ORMs and leading service improvement initiatives to drive down MTTR and all associated blockers. • Analysing vulnerabilities within operations from a network resiliency and process perspective.• Employing Lean Six Sigma concepts to all operational improvement opportunities that are identified through ongoing self-lead data analytic findings.• Creating and maintaining analytic dashboards using Tableau. • Driving Root Cause Analysis and developing concrete strategies to mitigate future occurrences. Show less

    • Problem Manager - Secondment to Emergency Services Network
      • Sep 2016 - Mar 2017

      • Delivery team member for the Emergency Services Network Proof of Concept(POC) with EE.• Analysing, testing and advising on recommendations to the Service Management Framework.• Working closely with the EE RAN Ops Team to ensure all service vulnerabilities are identified and mitigated.• Monthly Service Reporting on Proof of Concept KPIs• Creation of a data driven Network Resiliency Assessment using modern data visualisation tools and techniques. Harnessing the power of Tableau to present the network topology and recommendations. The Network Resiliency Dashboard has enabled fact based network hardening proposals to be generated and adopted by EE.• Development of ESN specific Service Solutions and Working Level Agreements with External Suppliers and Vendors.• Presenting of data and concepts to senior stakeholder on a regular basis and attending POC governance meetings. Show less

    • Problem Manager
      • Jul 2016 - Sep 2016

      • Coordinate and champion incident reviews to understand root cause• Work with IM to identify and process improvements after major incidents have occurred to ensure repeat occurrences are avoided.• Own and drive Root Cause Analysis for P1 and P2 Escalation incidents, working in collaboration with Incident Management.• Understand business impact by liaising with key stakeholders• Trending and analysis of Incidents and problems to identify repeat issues and drive solutions and fixes• Identify work around solutions where necessary with the input of key back office resources and Vendors.• Drive permanent fixes and monitor these from implementation into production• Log, maintain and assess the ongoing KEDB and Risk Register entries.• Build strong stakeholder relationships• Proactively identify problem trending and assess risk.• Input into weekly reviews regarding problem management SLA. KPI impacts and understanding breaches• Track, drive and report actions and improvements that arise from Major Incident reviews and evaluate service improvement plans. Show less

    • Incident Manager
      • Dec 2014 - Jul 2016

      • Ensure all faults are managed effectively according to WLA/SLA requirements by the whole of Service Operations.• Accountable for performance of Service Operations shift team during hours of duty and providing continuity• Ensure escalations from rest of Network Operations, other Ericsson staff and customers are dealt with appropriately.• Perform a lead role in developing and maintaining Real Time Operations processes and procedures.• Attend various internal and external meetings and deputise for the Service Operations Manager as required.• Provide the customer detailed and technical updates and adhere to the SLA set. Liaise with other teams within.• Ensure all incident and service reports produced by the team are delivered accurately and on time.• Provide technical direction and guidance for the technical teams where necessary Show less

    • Service Desk Analyst
      • Mar 2014 - Dec 2014

      • Supporting Incident/Problem Management teams with live P1/P2 faults.• Provide end-to-end management of Faults and Service Requests. Act as an escalation point for customers and users. • Liaising with internal/external staff and updating customers with progress and timescales according to current business/process rules.• Process high level escalations and reports to top level management and notifying relevant parties to network faults and outages face to face, by phone and by email. Show less

  • Canopius Group
    • United Kingdom
    • Insurance
    • 500 - 600 Employee
    • IT Support Analyst
      • Jul 2011 - Feb 2013

      Duties and Responsibilities: • 2nd line support to over 500 users across 3 offices in London: desk-side and/or remote. • Logging and responding to calls in the Track-IT system. • Leading and assisting in software and hardware upgrade projects. • Preparing reports for future projects and identifying the required resources • Liaising with the application support department and 3rd party providers and following up escalated calls. • Installing and maintaining LAN printers. • Setting up and supporting Blackberry (BES/BIS) and iOS devices. • Avaya VOIP telephone setup and support. • Setting up new joiners to specific requirements. (Software/Hardware) • Patching and networking computers and devices. • Research and purchasing. • Creating and managing documentation. • Regular 3rd Line support interaction. Show less

  • Canopius Group
    • United Kingdom
    • Insurance
    • 500 - 600 Employee
    • Junior IT Support Analyst
      • Jun 2008 - Jan 2010

      Duties and Responsibilities: • Answering E-mails and calls to the IT helpdesk. • Logging, prioritising and escalating work orders using the Sostenuto tracking system. • Following up calls for end users. • Building and upgrading workstations to individual department specifications. • Face-to-face desktop fixes and printer maintenance. • Setting up and testing equipment for meetings rooms. • Major office moves and day-to-day workstation moves Duties and Responsibilities: • Answering E-mails and calls to the IT helpdesk. • Logging, prioritising and escalating work orders using the Sostenuto tracking system. • Following up calls for end users. • Building and upgrading workstations to individual department specifications. • Face-to-face desktop fixes and printer maintenance. • Setting up and testing equipment for meetings rooms. • Major office moves and day-to-day workstation moves

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