Ailsa Buchanan Email and Phone Number

In my current role, I manage the Dedicated Problem Management team. I am currently managing a team of 18 onshore heads across the whole of the UK and 2 Offshore teams of 5 members each. My role includes all aspects of people management, recruitment, bid and contract negotiations, forecasting, reporting, internal and external stakeholder engagement and management, process and procedure improvement and creation.

In this role,I ran Post Incident Review’s to engage with the business to find route cause for an incident which has impacted ourselves or our customers. This covered all aspects of Vodafone’s products, services and internal IT systems. I liaised with multiple stakeholders both internally and externally to ensure swift diagnosis of root cause and eradication for the future. This role meant that I needed a wide knowledge of internal processes and procedures for both Vodafone and our 3rd party Vendors.

In this role, I was a dedicated change manager for critical national infrastructure customers. I am liaise with the customers to ensure that they are aware of any core network change that may impact their services, attending CAB as required. I also raise, review and gain approval for customer requested changes as required, ensuring the customer is kept updated throughout the process. The role requires governance over all aspects of change, including SLA’s for both Vodafone and the customer, reporting, engaging with project teams, Vodafone 3rd parties and customer 3rd parties.

In this role, I was a core change manager, who reviewed mobile and fixed remedy changes to ensure they met change guidelines to ensure any changes to the mobile or core network were carried out with minimal impact to the customer. Ensuring customer coms were generated as need. This involved engaging with project and technical teams to ensure change guidelines were met for the work they wished to implement. The role also required gaining senior level approval and CAB approval for the works to be carried out. I was also required to ensure that changes were closed with the correct information and the teams implementing the works were held accountable for their work.

In this role, I was a field service coordinator for Checkpoint Systems UK. This role required me to liaise with customers, account managers and engineers to ensure swift resolution faults. I am also required to coordinate planned upgrade works. I also carried out remote diagnostics on the systems installed in our customer’s premises, to ensure swift fault resolution. The role also required stock ordering, control and logistics. I was also required to assist our technical teams to make improvements to our remote tools to ensure continuous service improvement for our customers.

I was deputy lead authority for the South region working fast pace environment resolving RAN network faults and optimising performance across the Vodafone network. I have a wide range of stakeholders within my current role across various levels both internally and externally of Vodafone. I managed and resolve VIP and other high profile faults with our vendors ensuring customer impacting is minimal. I am also required to visit both sites and site providers to ease issues which have arisen due to lease, payment, H&S and environmental issues, to ensure that we are able to maintain the network. I am also required to review and approve network changes for the South Region

Resolution to RAN cases which are causing network outages and availability dips, including pursuing performance related faults. I also worked with different parts of the business and vendors to provide new processes to assist in speedy resolution of RAN fault.I was the interface for Vodafone with 3 party vendors. I worked on Vodafone largest network project deploying 4G coverage

Providing support to 13 Wholesale Mobile Virtual Network Operator partners Supporting key services and functionality Including Network Infrastructure and availability, Provisioning, Porting, Top-up services and Voicemail and Sure Signal support. Working closely with Service and account management teams and 3rd party vendors.

In this role, I was responsible for identifying customer faults and raising cases to our technical teams for full investigation. Also I was responsible for customer feedback on cases under and general case management. I was responsible for assisting BES administrators with BES faults and queries, including liaising with RIM. I was also required me to provide technical support for Data devices, smart phones as well as Blackberry.

This role was contact centre based and involved a multitude of different activities including barring, SIM connections, basic fault finding, case raising and management, as well as supervising the team working shifts

I became specialist in palliative and dementia care which involved both hands on care for adults. With the success of this role I was promoted and become accountable managing a large team with tasks such scheduling, and contract delivery. I was also the interface between the NHS, Social Services and the family.

call centre based, banking customer services. I actively worked on the training and development of new starts to the banking enviroment