Head of IT

• Apr 2023 - Present

IT Operations Manager

• Jun 2021 - Apr 2023

IT Service Operations Manager

• Jun 2019 - Jun 2021

Major Incident Manager

• Mar 2018 - Jun 2019

Working in a team of 3 dealing with Incident & Problem Management and Major Incident Management. Main Duties: - Manage Major Incidents By liaising with Resolver Teams/3rd Party Vendors to ensure a quick resolution time for all P1 & P2 incidents. Liaise with the business to ensure they kept fully up to date with any major incident. - RCA's Post Major Incident, it is our responsibility to ensure that RCA's are completed and closed off within an agreed SLA with a… Show more Working in a team of 3 dealing with Incident & Problem Management and Major Incident Management. Main Duties: - Manage Major Incidents By liaising with Resolver Teams/3rd Party Vendors to ensure a quick resolution time for all P1 & P2 incidents. Liaise with the business to ensure they kept fully up to date with any major incident. - RCA's Post Major Incident, it is our responsibility to ensure that RCA's are completed and closed off within an agreed SLA with a report being constructed using that RCA to be sent to key stakeholders around the incident. Problem records to be created if required. - Process Improvement Reviewing processes that sit within IT Operations in general as well as a heavier focus on ServiceDesk processes. This ensures that processes are designed in a way to allow staff to work smarter and not harder. Reporting & MI: Producing reliable and meaningful MI for resolver teams and the business around Incident, Problem and Request management. Producing public dashboards within ServiceNow to allow visual representation around performance for each resolver teams and Senior IT management. Incident Management: Ensuring that SLA's are monitored and reported back to resolver teams should SLA's breach. Created Spotlight weighting dashboards for Incidents to ensure that troublesome incidents are highlighted and therefore having a positive impact on customer sentiment. Being a point of contact for escalations Problem Management: Overseeing the Problem Management process. Ensuring that all Problem Records are being kept up to date, deployments dates are set and liaising with business stakeholders around backlog of technical debt. Created Spotlight weighting dashboards for Problems to ensure that higher impacting Problem Records are highlighted and therefore having a positive impact on customer sentiment.

IT Manager

• Aug 2016 - Mar 2018

Infrastructure Support Technician

• Jul 2013 - Aug 2016

IT Support Engineer; 2nd Line Support

• Aug 2009 - Jul 2013

Senior Orders Analyst, BDS+ Service Desk

• Aug 2008 - May 2009

Senior Support Analyst, GDP Service Desk

• Jun 2006 - Nov 2007

Senior Support Analyst, Business Banking Support

• Sep 2004 - Jun 2006