Ben Breen Email & Phone Number

Experienced ITIL (v3) and ITIL Intermediate IT Service Operation qualified Incident Manager. With specialist knowledge of the ITIL Service Lifecycle within Service Operations including Major Incident, Problem and Change Management, Continual Service Improvement and Service Delivery and Continuity Management. I have a proven background in managing workloads and priorities within a pressurised environment during major service outages and incidents. I can demonstrate excellent interpersonal, communication and organisational skills across all levels. I am a meticulous, focused and conscientious person with strong problem-solving skills and can work well within a team or on an individual basis.Key Skills• Working knowledge and experience of ITIL ITSM and ITIL best practice within Service Operations, Service Delivery, Incident, Problem, Change, Release, Configuration and Service Desk Management.• Significant experience in liaising with business partners and 3rd party vendors during Major Incident events.• Experienced in the proactive analysis of data and information in order to mitigate potential Incidents and Problems whilst ensuring the data and information contribute to Continuous Service Improvement.• Experienced and confident liaising with technical and non-technical colleagues and customers to deliver challenging business objectives whilst ensuring continual service improvement• Excellent communication and organisational skills with a proven background in managing,coordinating and engaging with various teams or resolver groups simultaneously in order to drive a resolution.• Strong problem-solving skills within a highly pressurised environment.• Ability to prioritise appropriately when managing and coordinating several high and medium priority System, Network and Security Incidents, Problems or Events.• Good understanding of IT Managed Services, Network Services, Infrastructure Services, Cloud Services and Microsoft applications.

Listed skills include Itil, Service Delivery, Customer Experience, Telecommunications, and 7 others.