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 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 led organisational element▪ Digital Transformation project management & ongoing BAU support▪ Critical monitoring and response in line with Observability and Site Reliability Engineering best practices▪ Digital Operations responsibilities alongside Cloud Migration Works (AWS/Azure) including support, escalation, remediation and stakeholder communicationmanagement Show less

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 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 stakeholder engagement• Ensure adherence to strict SDLC practices• Capture, agree and deliver key requirements for critical tooling to aid in both the reduction of toil and provisioning of automation across the operations teams Show less

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 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 activities• Continuous review of support procedures and infrastructure monitoring configuration Show less

• 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 • 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 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.• Experienced in managing multiple contracts using standard Incident Management processes.• Achieved significant reduction in requests on ODA (Olympic Delivery Authority) within a small timeframe – 474 to 43 in a 3 week timescale. Show less

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