Process Specialist

• Jun 2022 - Present

Major Incident Manager

• Jan 2021 - Jun 2022

-Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration. -Engage with Directors, Customer & Service Managers, vendor partners, 3rd parties and C-Suite Executives during any Major Incident lifecycle and send official, documented communications. -Act as a central, focal point of contact for all departments during incidents, and coordinate between them to achieve service restoration. -Form, lead and drive ad-hoc technical recovery teams to minimise business disruptions to clients. -Ensure a Restorative Action Plan or Workarounds are created and implemented within SLAs. -Set up and chair Technical & Management Bridges to facilitate communication during MIs and service restoration. -Manage and coordinate escalations both internally and customer wise as necessary. Show less

Incident Manager

• Jan 2020 - Jan 2021

-E2E Management of tickets, against SLAs and contracts;-Escalation to TL / SDM / Resolving Teams where tickets may or have been breached;-Ownership of the accuracy and quality of information on all logged incidents; regular evidence of constructive feedback on the accuracy and quality of logged incidents;-Provide periodically service reports or ad-hoc reports requested by SDM /OPM /TL;

Customer Service Advisor

• Oct 2018 - Jan 2020

Taking calls from end-users, virtual conversations (virtual chats), logging e-mails and updating tickets with the incidents reported within BMC Remedy and Service Now ticketing tool. My assistance was required in terms of basic troubleshooting performance to user's device and/or specific account. Performing all this tasks at the same time highly developed my multi-tasking and customer care skills.