Managing the resolution of high priority system, network and security incidents across the entire TalkTalk estate on a 24-hour basis. Working within an ITIL based Incident Management framework to coordinate and drive resource in order to restore normal service operation as quickly as possible. • Responsible for chairing Technical Bridge and Conference calls to drive Incidents, Problems and events towards a resolution. • Proactively and reactively providing temporary and permanent… Show more Managing the resolution of high priority system, network and security incidents across the entire TalkTalk estate on a 24-hour basis. Working within an ITIL based Incident Management framework to coordinate and drive resource in order to restore normal service operation as quickly as possible. • Responsible for chairing Technical Bridge and Conference calls to drive Incidents, Problems and events towards a resolution. • Proactively and reactively providing temporary and permanent resolutions to Incidents and Problems• Minimising the disruption to customers and the business while providing Incident progress & resolution communications to key business stakeholders. • Monitoring, maintaining and improving the quality standards and delivery of services as defined within agreed service levels• Identifying, through monitoring and trend analysis, widespread customer impacting network incidents such as phone, broadband, TV or Mobile services outages. • Responsible for detection, recording, classification and effective management of live service issues, which are having significant impact on the availability or performance of services and applications such as Online, Sales, Billing, Provisioning and fault reporting. • Liaising with Problem and Change Management teams, internal engineering departments as well as external suppliers to ensure accurate Root Cause Analysis is produced upon resolution and/or closure of an Incident, Problem or event Show less

Responsible for ensuring that any telecom faults and queries escalated from resellers were dealt with immediately. This role involved engaging with various engineers and resolver groups internally and externally to drive a resolution for the impacted customer, requiring excellent knowledgeand understanding of both the Voice and Data networks.