IT Operations functional supportCreation and delivery of key ITIL functions along with ongoing support for each.Major Incident Management Incident Management Change Management Problem Management

Creation and delivery of Change Management process

Manage the resolution of incidents within SLA by utilizing both onshore and offshore 1st, 2nd and 3rd line support staffProvide on call out of hours support 24x7, 365. Manage Major Incidents and report on progress both internally and to stakeholders. Arrange and run Major Incident Reviews and ensure recommendations are implemented.Identification of key areas for concern based on trend analysis to identify and initiate service improvement programmes.Escalation of risks and issues and participation in risk mitigation exercises.Undertake regular process reviews to improve the Incident management function and the use of the service management toolset.Produce management reports on a monthly basis containing progress against SLAs, Key Performance Indicators, risks, issues and service improvements. Interpretation and clarification of SLAs and OLAs against services supported when required.Provide brief weekly updates on any significant events during the week.Participate in response to customer complaints and quality concerns where necessary.

Change Management point of contact for all StakeholdersProvide DPE single point of contact and be the advocate between Service Delivery and the DPE/CustomerInterface with the delivery teams to provide a stable service for the accountReview all implemented Changes to ensure that they have met their objectivesAccountability for delivery of departmental KPIsQuality assessment of all changesStrong leadership, relationship and negotiating skillsObtain Business Approval for service outage and arrange notification to the StakeholdersDrive service improvements to meet business objectivesManage a range of complex services in all environmentsMonitor and manage Service Level performance on accountWorking with the stakeholders to understand issues and requirements and ensure that these are resolved and metEnsure quality of service and manage cost of deliveryEnsure positive customer satisfaction and customer relationship is maintainedMonitor and manage Service Level performance on assigned accountDrive/Manage service quality and improvement of service Close Change records after ensuring that all the details have been recordedReview all outstanding Changes awaiting consideration or awaiting actionIdentify ways to reduce cost delivering and improve the service Provide technical support and participate in the Change Control Board and/or change control processDrive/participate and coordinate audit readiness and compliance

Working as a Business Situation Manager delivering a 24/7 service to a number of internal key revenue generating processes.Responsible for the strategy, approach and methodology used for aligning IT elements to the goals of the business. Business Service Management is about communicating the right message, at the right time, to the right level within IT and the business, in business terms or IT terms as appropriate for each audience.GDBM BSM Service is underpinned by Business Transaction Management and my role is to monitor, react, analyze, engage support and provide executive communication to maximize availability of critical business processes supporting the IBM corporation.Key Delivery Objectives :-E2E Business Process Management / ReportingUse of IBM products to deliver service -TBSM (Tivoli Business Service Manager)Upkeep of the Executive Dashboard - An interactive view for the executive community, displaying the health of there businessBusiness process monitoring for key revenue generating HW & SW products -OrderingFulfillmentManufacturingShippingBillingMajor Incident ManagementData Privacy ManagementGlobal Threat ManagementMinimizing unscheduled IT downtime, ie improve MTTRProviding a communication path to IBM's executive audienceProtect IBM corporate revenue streamsProvide additional support at Qtr end periods -Support and participate in SWATHosting of the Operational Status CallGEAN (Global Executive Alert Notification) Process Management

Working within IBM's EMEA Network Programme Office performing the role of AT&T engagement Manager for the UK and Ireland.Responsible for the management of the relationship between the customer and AT&T. Establishing a working relationship with AT&T account managers. Communicating effectively with them to ensure RFS’s and ACSS’s were being addressed and that IMT priorities were identified. Communicating with customers to ensure they were kept informed of the status of their RFS.Management of all issues relating to sizing’s and initiating the dispute process to resolve any issues. Managing issues over sizing’s For WAN/P9, using the support team in the Architecture & Governance group and supporting project teams if part of a project managed solution. Reconciliation of AT&T costs against approved cost of delivered solution.NPO IRP reviewer for South West Europe IOT & Germany IMT, with the responsibility of reviewing solutions for technical feasibility and fair price.

Delivering Service Management to a number of ITIL aligned IBM Global Account customers. Primary roles include Service level Management, Availability Management, Change management, Release and deployment management and Relationship management.Maintaining the compliance posture of the account as a whole, overseeing the work performed by the account service coordinators to ensure all aspects of the account remain on track and fully compliant.Managing new business as small projects and following the PTP roadmap until services meet BAU delivery standards.Hold Daily Service ReviewProduce Weekly ScorecardProviding statistics for monthly service reportRespond to customer issuesIncident ManagementProblem ManagementChange ManagementCBN/QEVAvailability ManagementCIRATS Issue/APAR ManagementFocal Point for customerTake ownership of service and manage problems through to resolutionCoordination of major changesMaintaining account process documentationEnsuring business critical services are not impacted by changesDistribution of Change PlansCreation of Change PlansCreation of Implementation Plans for major changes

Working as part of a team delivering complex network designs, utilizing the latest best of breed solutions for the internal account and also commercial customers. My duties included costing, designing and implementing high availability networks, network security design, liaising with customers and 3rd party suppliers, following procedures, adhering to a strict change control process and managing my projects through to completion.Supported the Greenock manufacturing facility on a 24/7 basis I ensuring critical month end and quarter end periods were achieved. I was also heavily involved in mentoring and training the less skilled members of the team.Ethernet Migration Design & ImplementationWLAN Design & ImplementationBoundary Firewall Design & Implementation

Duties included working as part of a team in a networked environment installing software, configuring servers and PC/network printers. Responsible for applying fixes to PC software and hardware. Good knowledge of LAN infrastructures and upgrading 3174 control units to accommodate user needs. Duties included setting up laptops and installing software for management level. Problem solving was an extensive part of my remit including in-depth creation of platforms to allow software to run on various systems. Responsible for four staff in absence of Supervisor allocating work and providing assistance with problems if required.

Jan 1994 - Feb 1995 Hamilton Oil Company Preparation and issue of Work PacksDye line copyingPreparation of distribution matrixes Maintenance of registersControl and issue of drawings and design changes from client and accommodation design contractor.

Assisting in departmental moves including arrangements for coaxial and/or LAN cabling installation/connections and advising users after moves. Installing OS/2 and various other types of software.Upgrading hardware to deal with users requirements.Updating record management for various attachments, e.g. VM, VM2, MVS etcDealing with token ring networks and updating 3174 control units and customizing PC's prior to and after OS/2 installations.