Aaron Limb Email & Phone Number

Providing end to end management of Major Incidents for a large array of well-known companies by scheduling engineers, chairing bridge calls, providing updates via communication documents and SMS messages. This also includes providing major incident reports and chairing problem incident review calls as part of the problem management process. During Major Incidents it is required that communications are issued, with many customers having different requirements on the content such as the level of technical or the level of information to be changed. Also ensuring ITIL processes are followed and tight SLAs are met. The role also includes performing directive of authority in the absence of a team manager or operations manager. Alongside Major Incidents, Jeopardy Management is added to customers who are dissatisfied with a service and require one on one attention to improve their overall experience and NPS score if this is low. This is done through creating relationships, managing all incidents and reviewing processes and complaints to look for areas of service improvement.

Providing a 1st line support to a major construction client on a dedicated desk. This was covering mainly the CAD design tools and office suite including SharePoint. Been a recipient of the star award and graded as Excellent in the Quarterly Performance Review – all before reaching a full year of employment.

Providing a 1st line support to a major construction client on a dedicated desk. This was covering mainly the CAD design tools and office suite including SharePoint. Been a recipient of the star award and graded as Excellent in the Quarterly Performance Review – all before reaching a full year of employment.

Providing a 1st, 2nd and on occasion 3rd line support to the Greencore sites both remotely and on-site, supporting a wide array of bespoke and well-known applications. The role demanded a very fluid approach including a willingness to learn on the fly.

Working in a corporate business to business environment to assist them in reducing their energy emissions and utility bills. Whilst also contacting other businesses across the UK to generate new business.

Working as part of a team globally to provide an incident management service to a wide variety of accounts, but as an individual to provide the role of incident management lead to either a specific sector or to contract. This is done either by creating meetings with the parties in question and chairing them, to assist by detailing the processes and toolsets created to ensure SLAs are reached and the end to end service is provided, or by deep-diving and working on an individual basis with the department. All of this is done with the constant drive to not only provide a top service for the clients, but to constantly improve the service too. Part of this role also includes working alongside Client/Service Delivery Management, account executives and direct service level managers to create a stronger support model and service for the client.

Working as part of a team or as an individual on a Rota basis to provide Service Desk support for Government contracts and the various software and hardware used within their locations, as well as other Helpdesk tasks which include functional Incident and Major Incident Management. The support is spread across a wide range of applications, environments and management tiers all primarily in the Health Care area.