David Chaffer Email & Phone Number

Nottingham, England, United Kingdom

Nottingham, United Kingdom

Hatfield, Hertfordshire

Within this role, I supported all incidents and problems for the entire Ocado Technology estate, which included 5 websites along with all payment, ordering, and last mile systems. Additionally 3 highly automated warehouses along with both standard and bespoke office applications. An outline of my responsibilities is below:- Defining the end to end incident and problem management process and procedures, including producing documentation to provide both internally and to potential customers.- Managing all major and critical incidents through to resolution via either a virtual or physical war room.- Ensuring that all areas of support followed the agreed incident process and dealing with any escalations where a process failure had been identified. This included low priority incidents as well as major and critical incidents.- Holding postmortem meetings following all major and critical incidents then providing follow up reporting.- Tracking all root cause investigation, providing monthly progress reports to the IT director.- Defining and creating a problem management system within JIRA with a view to transferring to Salesforce in the future.- Host a daily stand-up with 20 members of the operations centre to discuss recent incidents, and upcoming changes.- Interviewing candidates for the Incident & Problem Management position.- Ensuring any SLA breaches by vendors were addressed by the Procurement team and compensations received where applicable.

Hatfield, Hertfordshire

Chesterfield, Derbyshire