Craig Bennett Email & Phone Number

Crewe, GB

Hemel Hempstead, England, United Kingdom

• Delivering a custom and dynamic capability-driven support infrastructure to provide effective response, escalation and remediation across our digital product portfolio.
• Building from the ground up and Day-to-Day supervision of a number of multidisciplinary remote first teams providing Support, Major Incident Management,Product management and DevOps capabilities
• Design and Implementation of bespoke end to end Incident & Problem Management capabilities within aDevelopment… Show more Delivering a custom and dynamic capability-driven support infrastructure to provide effective.
• Design and Implementation of bespoke end to end Incident & Problem Management capabilities within aDevelopment led organisational element
• Digital Transformation project management & ongoing BAU support
• Critical monitoring and response in line with Observability and Site Reliability Engineering best practices

Manchester, England, United Kingdom

• Site Reliability Engineering Team Leader managing a multi-disciplinary team of Site Reliability and IT Operations Engineers across multiple locations.
• Day-to-day supervision of a cross site (incl remote) team of Site Reliability Engineers and IT Operations Engineers
• Continuous review of workflow activities to ensure resource is allocated effectively and in line with high level department objectives
• Design and influence project activity and meet agreed deadlines incl key… Show more Site Reliability Engineering Team Leader managing a multi-disciplinary team of Site Reliability and IT Operations Engineers across.
• Design and influence project activity and meet agreed deadlines incl key stakeholder engagement
• Ensure adherence to strict SDLC practices

Manchester, United Kingdom

• Infrastructure Team Leader managing a team of IT Operations Engineers providing proactive monitoring of key infrastructure assets to support the live production environment.
• Formation and day-to-day supervision of a remote site team of IT Operations Engineers
• Operational readiness
• Ensure adherence to agreed change control processes for internal and external stakeholders
• Coordinate with technical and business stakeholders to plan and schedule high-risk maintenance… Show more Infrastructure Team Leader managing a team of IT Operations Engineers providing proactive monitoring of key.
• Coordinate with technical and business stakeholders to plan and schedule high-risk maintenance activities

• Managing the day to day running of the Service Support second line team
• Technical Team Leader Skills
• Experienced in coaching and training utilising best practises
• Detailed knowledge of ITIL Incident, Change and Problem lifecycles

• Engaging and coordinating infrastructure support teams to resolve issues in a timely manner in order to reduce business impact
• Experience with Nimsoft and Intermapper reporting
• Accomplished in Major Incident Management
• Detailed knowledge of ITIL Incident, Change and Problem lifecycles

• Working closely with 3rd line and infrastructure support teams in order to resolve issues to ensure minimal business impact
• Advanced knowledge of Active Directory and Exchange Management
• Proficient in Citrix server maintenance and troubleshooting
• Refined scope for dealing with VIP and high priority issues
• Experienced in Office communicator to Lync migration

Stoke-on-Trent, United Kingdom

• Working with an internal client base to resolve business critical issues
• Skilled in Active Directory and Exchange Management
• Experienced with Citrix Presentation server and XenApp Management Console
• Working within the scope of ITIL processes
• Efficient with administrating Avaya phone systems

Crewe, United Kingdom

• Providing tailor-made, easy to implement and cost effective server based and virtual computing solutions in a business to business environment.
• Developing relationships through the channel to create opportunities in the UK and Northern European regions.
• Meeting clients to discuss implementation requirements and fulfilment of additional needs.

• Efficiently manage high severity incidents in a high pressure environment to ensure all incidents meet SLA (Service Level Agreement).
• Key contributor in the integration of the major technical incident management process, including documentation proofing and process validation in line with ITIL methodologies.
• Effectively manage voice conferences to create collaboration between support teams to ensure incidents meet SLA.
• Utilising escalation matrices effectively to progress non… Show more
• Utilising escalation matrices effectively to progress non co-operation or poor performance of service lines.
• Involved in Daily Service Reviews to target poor performing teams and highlight areas for improvement to achieve KPI’s.

Crewe, United Kingdom

• Utilised technical knowledge and understanding to identify solutions to incidents.
• Adept at using a variety of tools in order to restore services to client base.
• Proficient trouble shooting skills to allow for swift and efficient resolution of technical issues.

Crewe, United Kingdom

• Detailed knowledge of a large and complex contract.
• Customer facing position taking calls and efficiently logging incidents and dealing with customer queries and escalations.
• Experienced in quality checking and people management.
• Complaint resolution to improve customer service through service improvements measures.

Crewe, United Kingdom

• Customer Retention
• Enhanced Customer Service
• Experienced in B2B and Customer Proposition

Crewe, United Kingdom