Major Incident and Problem Management | Event & Incident Trending,
Nedbank
مجموع سنوات الخبرة :24 years, 4 أشهر
Evaluate operational requirements and generate solutions to manage high-impact outages and increase customer satisfaction. Develop and successfully lead team to meet performance goals. Review critical elements of incident/event response and management system to ensure participation of every member. Direct support teams and executives by presenting findings in monthly review meetings with relevant support areas, including presenting shortfalls and documenting actions. Manage high-impact problems and incidents until closure recognizing root cause. Utilize correct resolution codes and close incidents within SLA time. Close all business requests with root cause regularly and add new closure codes within three months under investigation. Write and add resolution code to cater to different types of power outages.
• Enhanced Skype and Voice incidents to agreed SLA of 85% from sub 80s% to well over 90% within seven months.
• Minimized the number of incidents logged from average of 280 logged incidents to 28 per month.
• Concentrated on weekly sessions for Namibia Network vendor and Nedbank Namibia with "Paratus Network Support" Credit Innovation Division.
Conducted initial client analysis and evaluation to initiate research process. Provided assistance to group technology
executives in enhancing operations and addressing problems to provide excellent customer service. Collaborated with
internal stakeholders for trending and monitoring of service improvements.
• Developed brand ambassadorial culture as well as healthy competitive environment for personnel.
• Recognised methods that assessed and increased quality and efficiency of services, technologies, and processes for
customer by comprehending MOT, escalations, analysing metrics across entire service lifecycle, and implementing
improvement initiatives.
Designed new employee evaluation process, resulted in significant performance improvements. Aided information and
technology executives in optimizing operations and fixing disputes to maximize customer experience. Drove service
improvement and increased service delivery via campaigns from less than 80% to more than 90% SLA within a year.
• Increased end-user experience SLA from 82% to 95% within year by utilizing service improvement plans.
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• Boosted service requests from 86% to over 90% for 10 consecutive months.
• Raised access to non-standard websites from 24% to 91% within 5 months by using ITIL, CSI (Continuous Service
Improvement), and SIP (Service Improvement Plan) methodologies.
Output Management
Supervised, mentored, and assessed 49 employees in printing, mailing, and dispatching departments. Organized schedules and examined employee performance, including printing, inserting, and dispatch operators.
• Developed annual savings of R 60 million by executing new optimised processes and decreased wasted resources.
• Integrated printing and mailing departments that saved 20% time to print and mail.
Delivered an exceptional level of service to each customer by listening to their concerns and providing optimal solutions.
Supported Operational IT Management in improving operations and resolving issues to deliver top-notch customer
service.
• Improved batch jobs through cross team initiatives by 30 minutes.
• Initiated Network redundancy by introducing a backup link.
• Automated the process of generating Customer Financial and SLA reports.
Understanding how and when to negotiate steps for developing a tactical plan. In addition tips on when to execute a change initiative in order to bring greater quality and service excellence to the organization. Develop measures and standards of service quality that are consistent with the expectations of internal and external customers Determine when to negotiate, when not to negotiate, whether you should make the opening move in a negotiation, and how many issues you want to put on the table Recognize the constraints of commonly used approaches for measuring financial performance and develop alternatives that promote sustained quality and service excellence Facilitate change by translating ideas into desired organizational results and identify the change process to implement your ideas Develop a greater awareness of cross-cultural dimensions to allow for more effective interactions with people from other countries Identify strategies for encouraging divergent thinking and fostering a culture of innovation Respond decisively and consistently to tricky situations. 1) Financial Management 2) Economics 3) Innovation 4) Strategy 5) Marketing 6) Operations Operations Management 95% - GIBS kept a copy
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