Fraser Walker Email & Phone Number

United Kingdom

Hamilton, Scotland, United Kingdom

Glasgow, United Kingdom

• Responsible for support & implementation services delivered to circa 400 internal and external clients, leading geographically dispersed teams of highly skilled and experienced consultants, NOC analysts, field support.
• Maintaining rolling target operating model and business plan.
• Service design, implementation and transition of all 1st, 2nd and 3rd line support functions.
• Direct management of over 30+ highly skilled technical delivery and support staff.
• Close coordination with PMO to ensure successful project delivery.
• Accountable for delivery of agreed contractual support solutions and the fulfilment of client SLA

Glasgow, United Kingdom

• Manager to a team of desk based NOC analysts and UK wide field engineers. Main duties were to oversee the management of multiple internal and external client contracts delivering agreed support solutions within SLA..
• Responsible for delivery of agreed contractual support solutions and the fulfilment of client SLA.
• Accountable for staff development and performance management.
• Technical escalation contact, problem management and analysis.
• Responsible for support processes and procedures within the team ensuring these are fit for purpose and developed or updated as required.
• Manage 3rd party suppliers in accordance to agreed contractual requirements, scheduling and attending regular service reviews to identify continuous improvements.

Glasgow, United Kingdom

• Team Lead of NOC (Network Operations Centre), core areas of the role were to ensure delivery of agreed contractual support solutions and the fulfilment of client SLA, with the main objective of minimising unplanned.
• Ensure that the technical capabilities of the team are managed and plans are put in place to address new requirements and to identify gaps.
• Responsible for internal and external change, incident and problem management within the support team ensuring that ITIL best practice is adhered to.
• Manage utilisation of staff within the team to ensure that a balanced work load existed and resources are available to deliver the required level of service.
• Responsible for support processes and procedures within the team ensuring these are fit for purpose and developed or updated as required.
• Be accountable to ensure all incidents are managed in accordance to the agreed processes

Glasgow, United Kingdom

• Provide technical 3rd line support and proactive service to internal and external clients, with the main objectives being on-boarding new clients, overseeing the management and maintenance of NOC tools, support.
• 3rd Line technical NOC analyst following ITIL best practices to manage Incidents, problems and changes for over 300 clients.
• Produced and maintained technical documentation, system operating procedures and processes for support teams to follow.
• Oversee NOC team security and compliance practices.
• Review project transition documentation for operational acceptance.
• Provide leadership and technical input to complex incidents and problems.

Glasgow, United Kingdom

• Responsible for installing and maintaining network equipment as well as investigating, diagnosing and resolving all network related incidents. Working as part of a team and individually, technical lead on multiple.
• Build, configure and deliver network integration solutions.
• Produce ‘as built’ network project documentation.
• Delivered designs to standards often against challenging timescales.
• Work with the delivery teams of design, implement, operate and their respective management, ensuring that each area delivered timely and quality services
• Provide input to technical designs provided by other IT areas

Education record

Education record