Connor Timson Email & Phone Number

London, England, United Kingdom

London, Greater London, United Kingdom

Derby, United Kingdom

Newcastle Upon Tyne, United Kingdom

- Understanding and developing customer requirements to deliver results.- Development of and review of service support models and designs on delivering services.- Budget control over transition budget.- ITIL focused on support area's to ensure smooth transition into a multi vendor supported eco-system.- Service design / workflow modelling on services being delivered.- Resource planning and organization for training and knowledge transfer from 3rd party vendors /… Show more - Understanding and developing customer requirements to deliver results.- Development of and review of service support models and designs on delivering services.- Budget control over transition budget.- ITIL focused on support area's to ensure smooth transition into a multi vendor supported eco-system.- Service design / workflow modelling on services being delivered.- Resource planning and organization for training and knowledge transfer from 3rd party vendors / products.- Liaison with senior stakeholders and internal management to report on transition activities and progress against plan.- Financial reporting - Project management - Export control analysis - Utilisation of global delivery centers Show less

Newcastle Upon Tyne, United Kingdom

• Achieving a wide spread of knowledge through schedules and strict deadlines to enable support to meet contractual needs.• Liaising with multiple vendors within the eco-system for escalations and resolutions for priority incidents.• Attending Technical Bridge Calls and supporting the deployment of resolutions for Priority Incidents.• Created and managed implementation plan for RtoP for customer resolution.• Managing team holiday/personal requests and ensuring delivery continues… Show more • Achieving a wide spread of knowledge through schedules and strict deadlines to enable support to meet contractual needs.• Liaising with multiple vendors within the eco-system for escalations and resolutions for priority incidents.• Attending Technical Bridge Calls and supporting the deployment of resolutions for Priority Incidents.• Created and managed implementation plan for RtoP for customer resolution.• Managing team holiday/personal requests and ensuring delivery continues to the SLA.• Working with delivery lead to improve SLA’s where required.• Supporting the release manager with maintenance window activities. Renewal of SSL’s and planning of maintenance tasks over the technical estate.• Leading the Newcastle Support Team on a daily BAU basis. • Identifying additional organisation risks and issues; mitigating or escalating if required to correct personnel.• Building team organisation and ensuring best delivery model within business scope to ensure SLA’s are met.• Analysis on weekly WBS bookings to the project and rectification on any anomalies.• Analysis of failed SLA’s and providing senior management reports on failures along with mitigation solutions.• Team management planning and execution including team training requirements. Show less

Newcastle Upon Tyne, United Kingdom

• Management of the Singapore APJ region Application Support Team.• Escalations on incident management and standard service requests.• Identification of Risks and Issues – reporting and managing risks and issues for the APJ team.• Weekly team meetings and management for action items.• Development and tracking of standard HP training. • Analysis and reporting on failed SLA’s to senior account management. • Attending managerial meetings to discuss Group Metrics and SLA… Show more • Management of the Singapore APJ region Application Support Team.• Escalations on incident management and standard service requests.• Identification of Risks and Issues – reporting and managing risks and issues for the APJ team.• Weekly team meetings and management for action items.• Development and tracking of standard HP training. • Analysis and reporting on failed SLA’s to senior account management. • Attending managerial meetings to discuss Group Metrics and SLA performance.• Ensuring the deployment of the NSSR process within the APJ Region.• Mentoring the NSSR and VSWR processes to the APJ Team.• General management support for Queries/Escalations for the Application Support Team. Show less

Newcastle

• Managing the VSWR (very small work request) process from start to finish including the WPR process.• Managing the impacting and deployment of a variation of non-standard service requests.• Communicating and billing the customer for time and material as part of the NSSR process.• Identifying operational improvements within the team to ensure a refined process and execution on deliverables.• Achieving 100% SLA compliance and ensuring lessons learned continued throughout process… Show more • Managing the VSWR (very small work request) process from start to finish including the WPR process.• Managing the impacting and deployment of a variation of non-standard service requests.• Communicating and billing the customer for time and material as part of the NSSR process.• Identifying operational improvements within the team to ensure a refined process and execution on deliverables.• Achieving 100% SLA compliance and ensuring lessons learned continued throughout process to identify further potential improvements.• Identifying NSSR’s which could be standardised and built into the baseline cost of the contract to save financials and effort for both the customer and HP.• Raising and managing large Purchase Orders to obtain vendor assistance and training for support personnel.• Managing ITIL change management process for NSSR’s. • Raising and tracking Change Tickets through HPSM tooling to obtain all necessary approvals.• Mentoring less experienced colleagues in the NSSR/VSWR/WPR processes.• Provide knowledge transfer on the change management process to multiple colleagues to ensure better service. Show less

Newcastle Upon Tyne, United Kingdom

Graduate on the HP Enterprise Services Graduate Scheme. I started my Role at HP Enterprise Services on the Incident Management team for the Rolls-Royce account, moving through the different stages of the team and being exposed to the different application and systems that are used to support the customer I have gained a vast range of technical and business skills; From incident management, I moved into change and problem management, gaining a greater knowledge of the three core… Show more Graduate on the HP Enterprise Services Graduate Scheme. I started my Role at HP Enterprise Services on the Incident Management team for the Rolls-Royce account, moving through the different stages of the team and being exposed to the different application and systems that are used to support the customer I have gained a vast range of technical and business skills; From incident management, I moved into change and problem management, gaining a greater knowledge of the three core processes within support for the customer, incident problem and change.Whilst on the Incident team I was given the opportunity to lead the team and cover for the incident manager. Whilst leading the team I was responsible for the day to day delivery of services that the team provide, and ensure queue management and SLA's were met to target. Show less

Newcastle Upon Tyne, United Kingdom

Bachelor Of Science (Bsc Hons), Information Technology Management For Business

Education record