Major Incident & Problem Manager
Centric
مجموع سنوات الخبرة :10 years, 3 أشهر
Recovering service as rapidly as possible in the event of high priority incidents, minimizing business impact and customer detriment. Also managing the activities required in reactive and proactive problem management: principally, the identification, recording, diagnosis, resolution and closure of problems and this includes co-ordinating the actions of several internal and external support teams.
•Take the lead with support teams and third parties to investigate incidents and take recovery actions to restore service as rapidly as possible
•Capture and understand business impacts to determine priority and approach to resolution of incidents
•Set up and lead teleconferences with support teams, coordinating action plans and documenting steps to resolution
•Provide written and verbal communication to stakeholders, giving clear, accurate and concise progress updates in a timely fashion
•Organise and run post incident reviews, logging actions to improve processes and information to reduce the risk and impact of future incidents
•Identify actions to mitigate and avoid further incidents, and ensure these are progressed as appropriate
•Ensure incident activities are managed within prescribed OLAs, for example mean time to repair, communication updates etc
•Set up and maintain strong relationships with stakeholders by effectively managing expectations and inspiring confidence in delivery
•Management of problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective / preventative measures between all parties involved
•Provide problem updates, investigation and diagnosis of data, trend analysis, raising Request for Change (RFC's)s if appropriate, ensure there is linkage between problem record and RFC
•Provide error identification, monitoring progress on the resolution of Known errors, recording and assessment, create knowledge records, and establish solutions
Worked in association with multiple vendors and management personnel in the business to manage and control a cadence of incident lines in accordance with incident Management guidelines, conducted reactive/proactive analysis of symptoms from production impacting outages to determine root causes of issues as well as working on new services and assisting in transitioning them into the live operational environment. Assisting with SDLC activities.
•Ensure the proactive identification, ownership, management and communication of all incidents, problems and requests relating to the running applications within your area of responsibility, to expedite timely resolution and restoration of stable and complete application service to the satisfaction of the relevant business areas.
•Communicate with senior business stakeholders in regards to service interruptions/outages ● Major Incident & Problem management as well as CSI activities.
•Working with the project managers on transitioning new services into the operational environments.
•Assisting and co coordinating governance and compliance activities, IC's, Pruars, EPA's
•Assist in documentation and development of IS Service process, taking ownership for individual process as required for multiple high level Sales and aftersales applications
•Maintain expert understanding of the business use, support processes and application landscapes to enable contribution to a collaborative working partnership with the business, IT functions (central & local) and external vendors, which will support the management of the running application environment and enable knowledgeable input to the future application strategy and change/enhancement topics as necessary. Managed Continuous Service Improvement initiatives with each supplier and drive service improvement opportunities across the relevant service provided
•Conduct support supplier management processes with the key application providers, proactively monitoring performance and compliance against agreed SLAs, establishing service improvement plans to safeguard current and improve future service levels and efficient management of the running costs for application services.
•Maintained close relationships with application change and implementation of projects impacting the sales area of the business. I am responsible for designing and agreeing the service & support design concept.
•Manage the delivery of small change/bug fixes/patches to maintain the integrity and effectiveness of the application in the automation of the relevant business processes.
As a Change Analyst my responsibilities included: analysing the request for change prior to distributing it for review processing, obtaining all missing data, scheduling and providing secretarial assistance (agendas and minutes) to the \[configuration control board\] and (program management committee) meetings, maintaining the current status of (request for changes) including action items, maintaining charters and Terms of Reference (TOR), and coordinating the (request for change) appeals process.
•Receive and process, to agree minimum acceptance criteria, all submitted changes.
•Fully manage the review cycle, taking accountability for progression or rejection of changes.
•Manage the approval process, interfacing and communicating with approval stakeholders as necessary.
•Support the CAB process, by compiling preparation documentation and minutes.
•Record the outcome of each implemented change, performing a thorough review of the outcome.
•Proficient user of Astea Alliance remedy tool
•Inform Change Manager of any Failed Changes.
•Report non-compliance events to the respective Change Manager.
•Responsible for daily management of Workflow Queues; reviewing all Changes (including
Draft).
•Create and distribute daily/weekly reports
•Manage any aged records fully, to ensure relevant and accurate change information.
•Contribute to any process or service improvement initiatives.
•Support SLAs, KPIs and OPIs for Change Management Services, both customer and internal.
•Manage Change Management Mailbox as per Mailbox Policy.
•Support creation and maintenance of Change Templates.
•Identify potential Standard Changes, informing Change Manager
•Interface with key service lines, configuration management, major incident management, problem management, release management and ITSCM
•Work collaboratively with approach to Service Lines
I was responsible for the co-ordination and governance of IT Major incidents executed within Produban/ Santander. Following work plans to minimize service outages and carrying out root cause analysis to implement permanent fixes to eliminate service interruptions & incidents.
•Administration of major incident and problem records
•Assistance in weekly / monthly incident and problem reporting tasks to Madrid.
•Detailed understanding of Corp and UK BMC Remedy interface
•Management / update of Remedy queue
•Process owner of communications of Branch outages/raising major incidents in regards to these as well
•Proactively monitoring branch network connectivity
•Speaking to third parties to resolve issues/queries
•Co-ordinating customers and suppliers to deliver IT requests in a timely manner.
•Managing the expectations of the customer and keeping them fully informed.
•Assessing business impact and taking ownership of Major Incidents.
•Engage across all teams in Service Operations to ensure the appropriate focus and resource is available to restore service to the customer.
•Once assigned manage and resolve all issues throughout the lifecycle of the incident.
•Communication within the business and to the customer on plans, progress and resolution of Major Incidents.
•Update dashboards and create multiple reports via Excel for senior stakeholders. ● Updating and creating new documents to be added to existing knowledge base
•Work as part of a team assisting others where appropriate if personal workload permits.
As an IT Analyst I supported all Santander branches, contact centres, corporate offices and head offices with technical problems. Providing IT support to end users using Remedy call logging system where all incidents were logged I had responsibility for seeing end to end lifecycle of incident to resolution.
•Incident Management
•Configuring and managing backup & restore procedures
•Maintaining a wide range of computer hardware and software programmes
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•Network support
•Active Directory ● Citrix
•RAS/Blackshield
Support for VIP'S, Executives and Directors
•Remote Assistance
•Server backups & evaluating new software & security risks
•Application Support
•Blackberry & Apple device support
•In-depth knowledge of Microsoft Windows client operating systems, XP, Vista / Windows 7/8
•& Microsoft Office up to Office 2013
Jan 12 to Jun 12 TWRG
Maths (B); English (BB); Business Studies (B); ICT (B)
courses: ITIL V3 Foundation Accredited •Prince 2
Law (B); Religious Studies (B)
Maths (B); English (BB); Business Studies (B); ICT (B)