Amanda Syron Email & Phone Number

Consett, Gb

• Create and sell the idea of a new Major Incident Process to the business. This was for multiple areas including Retail, Warehouse and eCommerce.• Introduce new processes to the business on a global scale.• Help Design and introduce a new ITSM tool (Halo) into IT• Manage and own Crisis, P1, P2 and P3 Incidents• Create Process Documentation and keep up to date.• Provide training on processes• Work closely with 1st, 2nd and 3rd line teams including Developers, Network engineers and other infrastructure teams.• Work closely with 4th line teams (Infrastructure, Network, Systems etc)• Build relationships with Stakeholders at speed as their support and trust was required for the big project of introducing process to a business which had none when I joined.• Communicate with Stakeholders to ensure they are aware of how I am maturing the IM Process and how it is benefiting the business.• Communicate with Stakeholders to identify business needs and how we can improve process.• Thorough testing of new ITSM tool with various situations alongside testing against process.• Reporting of the MI area – stats etc• Feedback PIR to stakeholders for Continuous Improvement• Issue communication to the business for any Major Incidents… providing updates regularly.• Arrange and host Technical Bridge Calls• Get the right people involved to help resolve Major Incidents• Protect the business from further disruption.• Heavily involved with Service Desk improvements.• Ensure other ITSM processes are followed: Change, Problem, Incident etc• Manage Problem by prioritizing and assessing urgency.• Produce statistics for both Incident and Problem• Chair Swarm meetings – ensuring the right people are working on problems.

Newcastle Upon Tyne, United Kingdom

• Demonstrate ITIL Practices and encourage to follow when it would benefit the business. This is mostly around Service Transition and Service Operations.• Created and introduced new process for Change, Problem and Incident.• Provide training for process and also how to use ITIL system (Service Now)• Work closely with 1st, 2nd and 3rd line teams including Developers, Network engineers and other infrastructure teams.• Involvement with projects to ensure the Change Process is followed for new and existing IT systems.• Manage Change, Incident and Problem Management globally.• Combined UKI, AMEA, SEU, Iberia, and America into one Global Change Management. While also being point of contact for CEU.• Created an additional change type to help with small BAU tasks. This type of change is approved through the tool by management or higher level. No need for full CAB approval.• Created and introduced a new process for Change, Incident and Problem Management to be followed by all regions.• Set KPI’s to ensure process works well.• Building relationships with Stakeholders and making them aware of what is going on within the business.• Issuing comms for planned outages.• Work with Service Now to ensure workflows are correct and work well.Change Management daily tasks:• Review all changes under my remit to ensure the information provided is sufficient for CAB• Distribute CAB agenda within enough time to be reviewed by CAB Stakeholders prior to the CAB meeting.• Arrange and chair ECAB’s and CAB’s• Ensure the correct people are aware of what is going on within Sage IT.• Pass knowledge and training on to colleagues who need support.• Ensure the Change Management Process is always followed.

Newcastle Upontyne

Responsible for the Change Management Process (ITIL).Role includes the following...Leading CAB and ECAB'sAssessing risk of all RFC'sMaking Stakeholders aware of risk and impact relating to work planned within our infrastructure.Making the business aware of system updates and/or planned outages by sending communications via email.Make the IT Service Desk aware of all work going ahead.Ensuring all work has been planned and tested before seeking approval.Carry out PIR (Post Implementation Review) when needed and discuss lessons learnt to avoid repeating past mistakes. Report daily to stakeholders to update them on the previous days changes and also what is planned for the day ahead.Prepare and issue the daily FSC to ensure the correct people know what is going on within our environment

Newcastle Upon Tyne, United Kingdom

Review Request for Changes within 2 hours of them being raised.Assess the risk to the company and ensure the risk is kept to a minimum.Review test documents.Host CAB meetingsPrepare CAB agendaCommunicate to all areas and levels of the businessPrepare Comms and distribute to the businessAssist Change manager when ever neededParticipate MI callsArrange ECAB'sSeek approval for changes from the business.

Balfour Beaty

Supporting a team of up to 12 IT Engineer's on a EUC project.Providing daily reports to colleagues.Arranging engineers scheduleEnsure aftercare issues are assigned to engineers.Provide feed back when required.Monitor time keeping and absence.Handle escalations from all area's of the business.

Preparing PDR's and one to one's.Monitoring absence and timekeeping.ReportingHosting disciplinary meetings.Call QualityProviding feedback and trainingKeeping team updated with changes and news within the business.

Hnd, Leisure And Events Management, Pass

HND Leisure and Events Management

Gcse, Gcse

GCSE