Derek Imrie Email & Phone Number

Edinburgh City, Scotland, United Kingdom

• Manage Major Incidents and lead resolver groups, assigning roles and actions • Mobilise, manage and drive relevant resolving groups and escalate on-going issues • Manage the incident resolution to a point where normal business service is resumed.• Immediate point of contact for escalation relating to any major incidents• Prepare and present a Major Incident post mortem analysis and document a record for future reference.• Perform root cause analysis on recurring incidents and propose an action, followed by providing a workaround and raising a problem case.• Define, analyse, process and coordinate service disruption and fix the incidents within the specified SLA.• Chair Service disruption review on a daily basis and provide status updates on recently closed and open incidents.• Analyse the call volume by checking the Cisco logs and provide reports to Management on gaps in knowledge, process improvement opportunities and potential candidate for investigation under problem management.• Report on major incidents and problem to key stakeholders and service managers.• Identify & pursue opportunities for continuous improvement

Support Change Management Process & act as deputy to change manager when appropriateMaintain Forward Schedule of ChangeAssist in Scheduling changesBuild Management reports as directed by change managerBuild change exception reportProvide user guidance and trainingDirect all change through change management processMonitor Change Management proceduresReport change activity to the Service Desk and other interested parties

IT Incident ManagementIncident Detection Recording Initial Classification of Incident Severity Levels Initial SupportIdentifying a Crisis manager for Incident investigation and DiagnosisLiaising with Crisis Management for Incident Resolution and RecoveryIncident ClosureIncident OwnershipMonitoring and Tracking of high level IncidentsOwnership of ongoing offshore issues

First Line Support For over 5000 usersProblems with PC, Printers, laptop.Password Problems - Novell, NT, and Active Directory, UnixInternet access problems Windows NT, 2000, XP problemsOutlook 98, 2002, 2003 problemsMicrosoft Office ProblemsWrite Procedures Run Tests everyday.Laptop 2nd Line for 1500 UsersInstall Printers, Bespoke Software issuesDownload ProblemsRSA Token ProblemsU&A Testing for new software