Responsible for the L3 operational support of Core Business Service portfolios, Facilities Application Management and Supply Chain Services.

Within this role, I manage a global team who are responsible for responding to and managing Major Global IT services outages affecting both internal and external clients to resolution. This is done working to a rotational shift pattern covering 24 hours, 365 days per year. - In order to perform this role confidently and successfully, excellent listening and organisational skills are a must in order to allow me to coordinate recovery teams and make the appropriate decisions to recover… Show more Within this role, I manage a global team who are responsible for responding to and managing Major Global IT services outages affecting both internal and external clients to resolution. This is done working to a rotational shift pattern covering 24 hours, 365 days per year. - In order to perform this role confidently and successfully, excellent listening and organisational skills are a must in order to allow me to coordinate recovery teams and make the appropriate decisions to recover service and limit the downtime experienced by our clients.- Communications to all levels of the business are a key part of the role, therefore, excellent written and verbal communication skills are a must to ensure that key members of the business are kept informed of the current impact and resolution activities being undertaken.- Logging and classifying of incidents in Service Now, as well us populating incident tickets with accurate, quality updates to allow colleagues across the globe to be fully aware of current status.- Actively participate and contribute to Major Incident review's.- Monitor incidents and use experience of managing Major Incidents to offer advice and target resource to perhaps mitigate a potential Major Incident.- Provide cover for Regional Operation Manager's to ensure the smooth running of a shift (Americas, APAC and EMEIA) and act as a focal point for employees across the globe, approving communications and escalations for a variety of issues.- Involvement in various projects designed to improve the service offered by IT Services to the business and limit potential downtime during Major Incidents. Show less

As part of the IBM Service Management Team, I was responsible for IBM’s response to Major Incidents affecting a high value Government client, DEFRA. I was ultimately responsible for managing these high pressure and time critical incident's to resolution.This was achieved by liaising with all levels of IBM technical resources, from 1st Level Technical Analysts to Senior Architects as well as other business areas Senior Management teams.Due to the high focus of the role and direct… Show more As part of the IBM Service Management Team, I was responsible for IBM’s response to Major Incidents affecting a high value Government client, DEFRA. I was ultimately responsible for managing these high pressure and time critical incident's to resolution.This was achieved by liaising with all levels of IBM technical resources, from 1st Level Technical Analysts to Senior Architects as well as other business areas Senior Management teams.Due to the high focus of the role and direct involvement with senior members of both IBM and the client team, excellent verbal and written communication skills, coupled with attention for detail were essential skills in order to develop meaningful, successful relationships with individual's across varying levels from both IBM and the client.I also contributed to the continuous efforts to improve the service offered to the customer by attending review’s of the Major Incident's and also Problem Management processes with other members of the Service Management Team.My main duties also included;- Leading conference calls and meetings for technical resources, senior management and other IBM business areas.- Approving technical steps to drive major incidents to resolution after consulting the appropriate IBM technical resources.- Producing action plans for IBM technical resources and teams to ensure prompt resolution of major incidents.- Managing IBM technical resources accordingly to prioritise their workload based on the severity of each incident.- As a Duty Service Manager I was responsible for covering various issues OOH. These included server and network outages, Blackberry service issues and senior customer escalations. It was my responsibility to evaluate each issue and decide on a course of action, which may include calling out the appropriate IBM technical resource to assist with resolution. Show less

Within this role I was responsible for managing teams of IBM technical employees with multiple job roles across 2 IBM sites, Greenock and Manchester. These included;- Level 2 IT Analysts supporting a number of high profile IBM customer’s on Unix and Windows based systems.- The main RSA Secure ID token distribution team for a multinational Pharmaceutical company.- A 24/7 helpdesk team of Level 1 IT Analysts.- Innovations SMEIt was my responsibility to ensure the teams… Show more Within this role I was responsible for managing teams of IBM technical employees with multiple job roles across 2 IBM sites, Greenock and Manchester. These included;- Level 2 IT Analysts supporting a number of high profile IBM customer’s on Unix and Windows based systems.- The main RSA Secure ID token distribution team for a multinational Pharmaceutical company.- A 24/7 helpdesk team of Level 1 IT Analysts.- Innovations SMEIt was my responsibility to ensure the teams achieved SLA and KPI targets. This was achieved by holding regular 121 and team meetings to review individual and team performance and also procedures to improve the service provided to our various customers.This continual improvement was achieved by following ITIL and GDF Lean methods to ensure that the appropriate measures were carried out to provide a world class service.These regular individual reviews resulted in a number of the team developing professionally and going on to promoted positions within the company.The support of the Innovations SME was also an important part of this role, as the Innovations SME was key in improving not only the level of service provided to our customers but also the efficiency of the team and also in highlighting the work carried out by our department to the wider IBM community.Another key aspect of this role was the transitioning of business into the department as well as out to other IBM departments throughout the world. Show less

My main role was as a Level 2 IT Support Analyst, however, I combined that role with the job of Escalation Manager, working alongside the IBM Service Management team. This role required me to manage the relationship with the service management team of the organisation we support through daily conference calls with the customer’s senior management to ensure all escalated issues are resolved appropriately and within a timely manner.The role of Level 2 IT Support Analyst involved… Show more My main role was as a Level 2 IT Support Analyst, however, I combined that role with the job of Escalation Manager, working alongside the IBM Service Management team. This role required me to manage the relationship with the service management team of the organisation we support through daily conference calls with the customer’s senior management to ensure all escalated issues are resolved appropriately and within a timely manner.The role of Level 2 IT Support Analyst involved supporting the IT infrastructure of a large Government organisation as an integral part of a close knit team. Within this role, I was required to resolve issues escalated by the Level 1 team within the agreed SLA’s in place.As a domain administrator, a number of tools and applications were required to allow me to support the Virtual Infrastructure Architecture and Windows Terminal Server environment which is hosted on the Wyse “thin client” technology as well as the “fat client” solution of laptops and desktops these included the following:Active DirectoryWindows Terminal Server ManagerExchange System ManagerRSA Secure Windows serverWyse Device ManagerSanctuary Device ManagerBlackberry ManagerX-KryptorAvaya CMS Show less