Within Problem Management I have worked to improve the overall availability of services by trending Incidents to see where problem records are required, then managing these Problems to resolution, by:• Proactively prevent the re-occurrence of Incidents, Problems and Known Errors through the in-depth analysis of trends, as well as HPI reviews. • Facilitating and chairing Problem Review Forums, ensuring any outcomes are captured and details are circulated appropriately. • Providing guidance to external teams on the use of the Problem Management processes and procedures. To ensure that these external teams are following said processes and procedures and to escalate where appropriate.• Liaising closely with the Incident Management Group and the rest of the Service Delivery unit to maintain a World Class service provider status. To ensure ITIL standards are met or adhered to and problems are managed to closure.• Acting as a central point for problem-related issues and act as a catalyst to pull the required resources together to get problem investigation and resolution under way.

I have worked in Incident Management where my goal was to ensure Incidents were managed to resolution as quickly as possible to reduce the impact on the business and their users. Key tasks included prioritisation of tickets to ensuring resolving teams are giving appropriate attention to their Incidents, escalating issues, calling teleconferences where appropriate etc. I have also worked within the High Priority Incident Management area to restore major services out of hours, working with key stakeholders to expedite service restoration.