At Hitachi Rail I was engaged as a contractor in order to develop, mature and manage the Incident & Problem Management processes, this involved conducting regular reviews and audits of the working practices to ensure they were ‘best in class’ with the intention of applying, where necessary, changes to global support processes to contribute to a consistent approach across various business units and allow for on-going continuous service improvement of Incident and Problem Management across the organisation.The role required the creation, development and circulation of appropriate process reporting data to support teams and management with analysis provided on trending data, identification of areas of improvement, SLA adherence and performance against targeted KPI’s.I was responsible for the application of Major Incident Management activities, managing P1 and P2 issues through to resolution by co-ordinating technical support teams throughout the life of an Incident and providing effective business and management communications throughout the course of the issue. Subsequent to any MI activities I was tasked with chairing post Incident review meetings to manage technical investigations and identify root cause, recording and documenting continuous service improvement initiatives.

○ Creating and implementing Incident Models for Incident Management be applied consistently across support services and regions. ○ Developing effective metric guides and applying these to on-going reporting cycles○ Ensuring effective application of ITIL compliant Incident Management processes○ Management of high visibility and major impacting incidents providing effective control and direction in coordinating support activities and work streams. ○ Owner of a range of continuous service improvement programs and initiatives to ensure the on-going validity and effectiveness of processes appropriate to the tasks of the team and its development.

At ASOS I was responsible for the Incident and Problem Management processes, including Major Incident Management, managing a team of five cross function Incident and Problem Managers. In my role, I redefined and streamlined the working practices throughout the team and reset expectations as to the key responsibilities and deliverables required of the team to better support the business as a whole. This has involved a review of the original working practices and implementing a refined model to focus on key objectives of the team. These activities were supported by continued CSI initiatives to further enhance and improve the service we can offer the wider business.I established best practice standards both within the team and across the wider technology team, I set team and individual objectives aligned to business requirements and promoted the processes within IT and to the wider business acting as a point of contact and SME for any queries, complaints clarifications or process specific guidance. I developed a variety of procedural processes for specific requirements to be initiated such as Data Security Integrity, Shifting to Remote working, Warehouse shutdown and P0 response plans.I was responsible for ServiceNow as an Enterprise solution across the business with multiple custom applications utilised across Technology, Professional Services, Retail, Facilities, Logistics and Security and I also introduced xMatters as a communication and engagement management tool into the organisation to better facilitate business and technical communications and resolver engagement.

My key responsibility is to ensure all high priority incidents are managed effectively and resolved in a timely manner. I'm required to drive process improvements and development to ensure the process is fit for purpose, benchmarked against industry standard frameworks and is continuously improved. In addition to my day-to-day operational activities in the ownership and management of Major Incidents as the Major Incident Manager at Freshfields, I was tasked with updating and validating the existing process steps around process to ensure that they were aligned with industry best practice. This led to the procedures in place to be evaluated and changes made to elements such as incident classification, escalation practices, RCA activities, communication practices and the preparation, circulation and promotion of effective related documentation.The key responsibilities within the role encompass;- Accountable for all major incidents, ensuring end to end ownership- Being accountable for the Major Incident Management Process and aligning this process to support key service partners and business requirements- Improve and drive efficiency in the existing Incident Management process to make them industry standard best practice and ITIL compliant.- Responsible for creating and managing delivery against a Continuous Service Improvement Plan for the Major Incident Management Process- Maintaining close links with process owners and leaders within IT and the Service Management Team- Responsible for any Major Incident Reviews and the compilation and issue of any reporting relating to major incidents- Responsible for the communications process for all major incidents ensuring comprehensive and proactive communications plans are defined at the start of each major incident, reviewed throughout and delivered against- Promotion and education of the Major Incident Management Process to internal and external IT resolver teams

I am currently working as a Major Incident Manager within the Global Services Operations (GSO), responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI) line of business. Deployed primarily in the management of high visibility and major impacting S1 and S2 incidents providing effective control and direction in coordinating support activities and work streams. In addition to the provision of such support services, utilising the respective standardised infrastructure management and support processes to minimise outages and impacts as part of a larger service management team covering infrastructure globally, I’m an active participant and contributor to a range of continuous service improvement programs and initiatives to ensure the on-going validity and effectiveness of processes appropriate to the tasks of the team and its development. I have experience and familiarity with all aspects of ITIL Service Delivery processes all within an ITIL compliant framework. My roles have all called for on-going interaction with all elements of the ITIL process infrastructure and application of Service Delivery procedures, developing and documenting the necessary procedures around incident management including incident Lifecycle Management and Major Incident Management practices. I review working practices and procedures followed up with undertake effective gap analysis to understand areas failing or requiring process specific improvements or additions to address the objectives and targets relating to support activities and utilise such skills in determining effective solutions to improve the effectiveness and efficiencies of the procedures utilised.

Application of Major Incident process, ensuring effective ownership and communication through to closure Liaison with senior support management, key stakeholders and business client personnel regarding major incidents.Manage customer escalations and address any complaints or issues raised either directly through customer or via Business Management.Monitor process measures to ensure effective incident management service provided and determine possible improvements based on results.Produce, distribute and provide effective communication on escalated and major incidents as well as standard IM process activities.

Addressing and managing real time operational incidents affecting on-line, virtual environment and user communityApplication of Major Incident process, ensuring effective ownership and communication through to closure on any operational & on-line mattersConsideration and appreciation of regulatory requirements and necessities Creation of process documentation as required to improve procedural efficienciesEnsuring process adherence throughout the support environment including 3rd party vendor activitiesLiaison with senior support management, key stakeholders and team leaders regarding escalated and process development issues.Manage customer escalations and address any complaints or issues raised either directly through customer or via Business Management.Monitor process measures to ensure effective incident management service provided and determine possible improvements based on results.Ownership and governance of Incident Management process - inc. maintaining SLAs and KPIs relative to Incident Management processesTeam management of Incident Support analysts as direst reports and governance of Incident Management operatives globally.Undertaking gap analysis to identify flaws in process deliverables and revise process to address.

Creating and implementing ITIL Incident and Problem Management processes and policies.Documenting and reporting processes and proceduresIncident escalations reporting to senior management and key customersIncident Management including dealing with customer queries and complaints Major Incident reporting and analysis including trending breakdownsProblem diagnosis and interpretationThird party liaison and relationship management