James Mitchell Email & Phone Number

Melbourne, Australia

Recording, monitoring and management of critical and high severity incidents.Management of investigation and diagnosis, resolution and recovery.Stakeholder Communication.Coaching of Incident Managers for continual improvement.Process improvement documentation & implementation.

Melbourne, Victoria, Australia

-Management of Critical priority incidents for severely impacted customers.-Point of escalation for any faults which require management intervention or guidance 24x7.-Daily review and analysis of critical and high faults to ensure progress to restoration -Queue management and SLA management-Assess critical faults with the customer in order to either downgrade faults or enact Major Incident Management processes and distribute MIM communications to relevant stakeholders-Drive internal technical teams and external vendors to deliver customer support & fault restoration and any possible workarounds to quickly mitigate customer impact.-Manage logistical requests to ensure parts are quickly delivered to resolvers and manage resolvers to attend affected customers’ sites as quickly as possible with all required parts.-Chair service restoration teleconferences where complex restoration tasks are required to be defined and managed and track the resulting actions to ensure they are completed.-Escalate issues for any resolver groups’ performance & availability to their management chain-Analysis of fault history logs to identify performance issues and request & track improvement activities from resolver groups.-Conduct Post Incident Reviews and compose Customer Impact Statements.-Review, modify or recreate process and procedure as needed by the business with stakeholder input and agreement.-Coaching and mentoring colleagues for productivity and innovation and Incident Coordination.

Short term contract position to assist Major Incident Management during the execution of Digital Strategy project releases. Focusing on both Digital Strategy and BAU incident response.- Coordinated IT response for high-impact & high-urgency incidents. - Engaged and managed IT teams to restore service as quickly as possible. - Assessment tasks to validate new high severity incidents before MIM engagement. - Chaired technical teleconferences and Emergency Change meeting teleconferences.

- Facilitated, managed and drove resources in the resolution process for priority incidents. - Management of priority incidents & situations where a restoration path was unknown or required vigilant co-ordination. - Supervision and management of the composition of Incident Reports and associated restoration timelines which were being published and distributed to affected staff. - Chaired and directed Incident Review teleconferences with support groups and stakeholders. - Composition and distribution of fortnightly Incident Reports. - Chaired and directed Global Incident Management team meetings to drive process improvement within our team.

Management of High and Critical priority incidents for Business Critical applications. - Maintain clear leadership of the incident during incident analysis, diagnosis and restoration.- Initiate engagement of required restoration support teams & issue appropriate communications & paging.- Host and conduct teleconferences between technical support teams, business reps, service-solution reps, application managers and duty managers to ensure new incidents are assessed and their impact to the business & staff is understood. - Understand the timelines & sequence of restoration tasks for each incident and develop them in to a detailed restoration plan.- Document all teleconference discussions & decisions & accountability for any actions required to aid restoration of an incident.- Communicate the progress of restoration to all parties directly affected by the incident or directly involved in the restoration activities of the incident.- Host additional teleconferences with restoration teams to ensure restoration progress is being conducted as planned & ensure appropriate reps are informed of any delays or any changes to the restoration plan which may arise on the path to restoration.- Verify that approvals are obtained from authorised representatives before allowing any changes to be made to production systems which may be required to aid restoration of an incident.- Verify incident restoration has been achieved.

- Event monitoring of vital applications, systems, and network to ensure business continuity. - Incident detection and classification and impact analysis of Incidents, including logging all faults and ensuring they are processed according to procedures & ITIL framework. - Investigation and diagnosis of incidents and problems. - Incident ownership to ensure that incidents are resolved. - Provided technical support to other departments both local and foreign.

-Managing and prioritizing the incoming faults queue.-Fault management and fault investigation and fault restoration/resolution.-Communication with customers/resellers in fault finding and providing resolution.-Service modification tasks involving use in Cisco and Linux environments as well as web-driven applications.-Provisioning tasks, checking and verifying data and preparing scripted data for staging, configuring, and deploying customer premise equipment.-Point of contact for field technicians during installation and repair/modification of customer premise equipment.

-Replicating, researching and testing of faults and problems to resolve customer issues-Pre-configuration and pre-testing of ADSL modem routers before dispatching them to clients.-Provisioning tasks for all ISP products.-Tracking and recording of all provisioning to monitor business growth.-Provided 1st, 2nd and 3rd level technical support via phone and email to over 1000 customers before hiring more personnel.-Trained Accounts personnel and Technical personnel.-Administrative tasks, Billing tasks, Budget and cash-flow tasks.-Value-add techniques to help retain and attract customers.

-Support officer for business grade and domestic internet customers.-Technical sales tasks for hosting, email, access, co-lo and business-DSL products.-Many server maintenance tasks relating to upgrading hardware and server software and service monitoring.-Building and installing new rack-mount servers.-Configuration of different server software tasks and operations.-Managing domestic clients to migrate to outsourced rebilled networks.-Systems analysis tasks related with web application development.

Itil V3 Foundation Course

Financial Services

Computer Systems

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