Catherine Mcconnell Email & Phone Number

Rubgy

Birmingham, United Kingdom

• Identify improvements to the IT Service Management tool (ServiceNow) to enable Event and Knowledge Management.• Act as Event Manager to define the Event Management process and ensure procedures, documentation, and statistical reporting are in place.• Ensure all Events are managed effectively through the Event Management Process by 24/7 Operations team and Support Groups within agreed SLAs and are fully documented in the Service Management Toolset.• Attend Post Incident and Event Management Reviews to feed into lessons learned and take ownership of any Event Management improvement actions identified, agreeing timelines and reporting to key Stakeholders.• Collaborate with Operations and the Tooling Support teams (3rd parties where required) both offshore and on shore, to ensure knowledge is documented in ServiceNow (Geneva) on the management of events generated from IBM Tivoli Netcool/OMNIbus version 8.1and SmartCloud.• Ensure that the impact of any upcoming changes or Release activities on Event Management is understood and any alternative arrangements are put into place as required e.g. Suppression of SmartCloud alerts during the outage window.• Produce accurate statistical reporting and trend analysis for Event Management to identify trends for Problem Management and improvements to the process.• Take ownership of improvements actions identified by the Service Desk, Operations, Incident and problem management relating to Event Management.• Support and assist the wider Support teams, Service Desk, Incident and Problem Management functions as and when required.• Work closely with internal support groups to ensure that Knowledge Management is defined and implemented to enable the reduction of Incidents.

Bt Sheffield

• Incident Management – Major Incident Management, Incident progression. • Incident resolution – in conjunction with Technical Resolver teams• Change Management – Approval / Implementation / Co-ordination / Single point of contact for start and end• Calls 24X7 emergency change creations under direction of Technical Resolver teams• Problem Management – Reactive, creation and progression. • Proactive Alert Monitoring – NSOC (Application, database, tools servers) • Reporting – Major Incident reports, Supplier Hardware Incident reports • Diagnose, raise and resolve NSOC Acute incident cases utilising a good understanding of the Acute Solution, various application tools, systems and facilities such as Omnibus, Olympus and the NSOC resources. • To Utilise HSM SD Application, to receive, progress and resolve all NSOC incident cases. • To become involved in project type work and ensure the adoption of best working practices within the NSOC Operations environment. • To work with the minimum of direction and deal with all situations, which may occur out of hours, giving each situation the appropriate priority level and ensuring escalation routines are adhered to as per pre-determined guidelines. • To support the Management Team in day to day activities • Customer Experience Monitoring Activities and proactive alert management • Pre-emptive identification and prevention of incidents, alerting Shift Manager(s) where necessary • Contribute to any new product design to ensure end to end monitoring capability is `built in` • Pass any issues for Incident, Problem or Change and notify correct resolver group (using appropriate tools), or escalate to Shift Management Team for further action.• Complete initial investigation and diagnostics, actively engaging with resolver groups

• Operate the Group’s Core Service platforms and peripheral equipment, ensuring through regular monitoring, the completion of all computers processing by agreed time scales in order to satisfy agreed SLA’s. • Provide first line problem management skills, to detect, diagnose and process to a successful resolution. Carry out routine operator maintenance of computer equipment. • Undertake various housekeeping requirements such as tape replacement, labelling and ensure that disaster storage requirements are satisfied. • Start-up and shutdown system monitoring of exception reporting, day to day resource management. Execute the daily production schedule which will include the application of changes to live service. In the case of incident or fault resolution, will apply the required changes to the centralised systems, except where otherwise authorised by service control or management services. • Where system monitoring detects an incident, raise an incident record, thus triggering the resolution process. • In the event of a failed change or an incident on a centralised system, will run and use any pre-defined recovery scripts that exist.

• Maintenance of security and distribution, of highly classified material. Checking the clearances of locations, and persons who are to receive communications. • Draft and send daily signals that ensure all relevant persons are aware of other Naval Authorities current intelligence capabilities. Ensure that all current “circuits” are functioning for effective message flow; maintain circuit continuity for all system users. • Daily housekeeping operations on the Defence Intelligence Message Handling System (DIMHS) TANDEM system IAW operating instructions. • Maintain the integrity of all accountable magnetic media held within the section. Provide specialist advice and assistance with the relevant procedures necessary for the encryption and decryption of special handling and special intelligence messages.• Maintain large international military database accessed by both National and NATO authorities. Daily housekeeping on the Naval Shore Telecommunications Network (NSTN) IAW operating instructions. • Operate hi-tech voice communication system.

Hnc Computing, Computing

HNC Computing

Education record

Activities and Societies: sport, artsecondary education