Arif Rafi Email & Phone Number

Dundee, Scotland, United Kingdom

Milton Keynes, England, United Kingdom

Change Manager for Graphnet Health, responsible for managing all the changes across the company.

Walsall, United Kingdom

New role in authority, which combines Service Desk Team Leader (1st and 2nd line managing total of 15 multiple skilled technical and non-technical staff), Change/Release management, Incident/Problem Management and Knowledge Management.Responsible for Transitioning of projects into BAU, including documentation, training and process mapping.Responsible for all the above roles combined into one.Highly skilled individual with a vast wealth of experience from both Private and Public sectors.

Managing the Serviec Desk on a daily basis, this includes 1st Line and 2nd Line. Also responsible for managing all Changes as I also hold the role of ICT Change Manager for the council.With these joint roles, I am responsible for the fix on fail and Service Change requests which come into the ICT department from both internal customer as well as 3rd party contractors/partners. Transitioning into support from projects, including documentation, training and process mapping.My line management includes every aspect of managing staff and responding to customer complaints.Also provide statistical reports for senior managers to help them analyse the perform of their support teams.As Change Manager, manage as chair the CAB meetings which are held every week as well as managing adhoc project meetings which include changes to the support service or the systems we provide support for.

Walsall, United Kingdom

Transitioning in new services to enable the ICT Service Desk (1st / 2nd line and Asset team), to enable them to provide support of new services. This included documentation and sometimes flow charts. Developed training packages for the user population across the council.Responsible for analysing customer demands and working with technical teams to deliver the chosen solution. Solely responsible for managing Change Implementation and Release Management. Assisting with Knowledge Management, Systems Transition and Systems Design. Responsible for providing the communication for changes which included downtime. This varies across Intranet, Internet, emails (to various groups of people i.e. Councillors, Heads of Service, Business Owners, etc.) to inform all of outage and managing their responses/queries.Chairing CAB, SCR and IDA board meetings, providing documented minutes and actions for all meetings. Attended SSD (Major Incident meetings and on occasions chaired these meetings, these sometimes included customers and 3rd parties)Assisted in audit of the Change Process, this was carried out both externally and internally for the authority. Helped develop the Systems Register and maintained ICT Risk Register.Produce monthly Change/SCR reports for the Service Managers ICT and attended managers meetings to present the report.Produce monthly Calls analysts for the ICT Service Managers and Team Leaders showing the teams performance for the month. Produce Cisco calls analysis for the ICT Service Delivery and Support Manager.Developed the ICT Engagement Process flow chart showing how the customers engage with ICT and what happens with their requests and how they are managed.

Responsible for Managing Changes to ICT on behalf of Walsall Council. Managing resources and 3rd parties. Chairing CAB meetings. Report writing.

Education record

Education record