Doug Burrows Email & Phone Number

Evesham, GB

Manchester, England, United Kingdom

Newport, Wales, United Kingdom

Northampton, England, United Kingdom

The day-to-day management of 2 IT Service Management teams (Service Run and Incident Management) equating to 10 direct reports.This included a major review and overhaul of the internal organisational culture and processes within the teams and a proactive change to the existing behaviours to include new best practice methodologies as to be more in line with.

Coventry, England, United Kingdom

As part of carrying out the dual role Service Manager and Incident Manager, responsible for the day to day management of all P1 and P2 major incidents (on average 10-12 major incidents per week), this included the validation and prioritisation of incidents, the management and communication of investigations, and the timely resolution of service disruption..

Coventry, England, United Kingdom

The effective and efficient management of all P1 & P2 major incidents to resolution including holding post incident reviews and the administration of any captured mitigating actions to prevent recurrence of service disruption.Held accountability for the major incident and problem management team while ensuring the formulation and execution of effective.

High Wycombe

Devised best business practices and provided optimum solutions to meet required organisational objectives.Directed and led 12 Global Incident Managers in providing services within a Follow the Sun support model for one of world’s largest Telco suppliers servicing 600+ premium international customers. Ensured the timely delivery of incident management.

UK

As well as managing Critical, Major and Escalated Incidents, Problem and Change records, Doug managed a team of 6 Senior ITSM Practitioners through a difficult consultation period and the merger from two separate Incident and Problem teams to one combined team, the organisational culture change, and the roll out of the new structure to the business.Doug.

Tempsford

Doug worked for Kier Group as Major Incident, Problem and Escalations Manager, where his main focus was the creation and implementation of all the Major Incident, Problem and Escalations Management processes as this was a newly created role. This included creating ISO 27001 compliant process documentation, communication and reporting templates, and.

Milton Keynes

Doug was employed as Lead Incident Manager for the company’s largest client, the main functions within this role included the resolution of P1 and P2 incidents within agreed SLA’s, identifying root cause and any possible mitigating actions to prevent recurrences of incidents. Also a major function within the role was to build and maintain a strong.

In my previous role of Service Manager I managed the service relationships between IT Service and Operations and the Senior Management within the designated businesses by working with business and IT colleagues, identify initiatives that will drive improvements to overall IT service delivery.I also monitored, managed and advised corrective actions to drive.

Northampton, United Kingdom

Doug was employed as a Major Incident & Problem Manager; the main function of this role being the management of all P1/Sev1 major incidents to resolution on a day to day basis; this included incident validation, impact assessment and prioritisation of the incident.During this role Doug was also engaged in managing the Problem Management processes; this.

As a senior manager within the Incident & Problem Management Team, Doug’s main responsibilities was to work within the ITIL framework to minimize and mitigate business impacting incidents and repeat errors which were seen to cause adverse effects to customer service. On an average day Doug would manage 4-5 P1/Sev1 major incidents.Being a key member of the.

In this role Doug proactively managed planned and emergency network changes and upgrades, during his time Doug had gained a greater understanding of the overall network and the service teams needed to run and maintain both telecom and IT network infrastructures.This role involved working closely with the client, engineers (both UK based and overseas) and.

Education record

Education record