A very fast paced environment in which ITIL-based best practice procedures were paramount. This role provided a greater focus on real time Incidents within service operations. The daily tasks included documenting, driving and reporting on all big incidents. Managing and delegating work to the team to ensure all incidents were progressed correctly was critical.Chairing conference calls with customers and internal teams, compiling reports and communicating them to the management team and customers were key deliverables of this role.I created the database for this new role and the reporting template that was adopted.

I was offered a six month secondment to cover one of the four Front Office Duty Manager positions. The role included the first point of escalation for one of the 24/7 shifts and the general management of the team. When this six month secondment came to an end i moved onto a new shift and became an unofficial Duty Manager

Greg spent 4 months working as the dedicated shift performance engineer which increased skills and knowledge with NSN equipment. This experience enabled Greg to produce detailed documented processes that were then rolled out for all 5 shifts to benefit from.

Greg moved from contractor to full time employee .His duties included monitoring the UMTS network by utilising the NEC and NSN equipment, identifying faults and raising trouble tickets to document the incident. He became competent in fault finding and analysis, as well as performing remote fault repairs. He took under his wing the production of various training materials that resulted in improved clarity and reduced training time.

A temporary contract at Hutchison3G embraced handling phone calls from engineers and site providers and updating tasks in outlook. He trained new recruits to the team through one to one coaching and the training materials that he had developed.