 Major Incident Manager for EMEA Operations, owning critical incident recovery, ensuring minimal downtime and disruption to business operations. Managing communication to senior stakeholders, providing timely updates on incident status, resolution progress, and post-incident reviews. Responding to critical incidents, applying advanced troubleshooting skills to quickly identify and resolve technical issues. Daily executive incident report collation, informing on critical incident progress/significant changes and heightened awareness items.  Collaboration with Incident Managers to provide real-time updates on incident progression and contribute to resolution strategies. Mentor junior members of the incident response team, graduates, and interns for the company, enhancing their technical expertise and incident management capabilities. Participation in tabletop exercises and simulations to assess and improve the effectiveness of incident response procedures. Environmental, Social & Governance representative, facilitating monthly newsletters on behalf of the group.

 Collaboration with cross-functional teams, including IT, operations, legal/compliance, and communications, to ensure a cohesive response strategy. Led remediation/redress project in response to Covid Pandemic, managing a £50m rollout for customers. Maintained comprehensive documentation of incidents, responses, and resolutions, contributing to the knowledge base for future incident handling. Development and implementation of incident response protocols and MIM processes, utilizing ITIL framework methodology Conducted thorough post-incident analyses to identify root causes and implement preventive measures,

 Major Incident Manager for Barclaycard Global, leading recovery for high impacting incidents (including on call 24/7 coverage) Project management for business/customer repair following Major Incidents Post incident review lead, identifying mitigation practices and implementation of processes to avoid issue re-occurrence. Digital Eagle/Brand Advocate and Cyber Champion for the team

 Provided technical support to end-users, diagnosing, and resolving software and hardware issues to ensure smooth operations. Led project to rollout VPN token access to London region for Olympic Games period, ensuring all key staff could work from home.