John Clark Email & Phone Number

Staines, Surrey, United Kingdom

London, United Kingdom

• Revised Problem Management process from team based to a role based design, with RACI aligned. Scope of process expanded to include client-facing deliverables & presentation within online support/interaction portal.
• Documented and enhanced Event Management process to support inclusion of additional monitoring platforms (probes) feeding into a centralised correlation, prioritisation and escalation solution.
• Event Management monitoring scenario modification & suppression rule implementation.
• Trend Analysis: Continual assessment of Event and Incident data (>1 million Events and >150,000 Incidents per annum), for repeating issues, growing concerns/unexpected behaviour changes and Problem resolution validation.
• Problem identification & registration, including governance of all Problem and Known Error records across Claranet, including those delegated to technical Problem Coordinators.
• Coordination and facilitation of all multi party Problem investigations, including collation and distribution of investigation progress and planned activities.

Vauxhall

• Governance of all Problem and Known Error records affecting the WCC estate.
• Coordination and facilitation of all multi party Problem investigations, including collation and distribution of investigation progress and planned activities.
• Interfacing directly with the client, communicating progress and translating technical information into client suitable communications.
• Creation, documentation and communication of monthly Problem Management reports to the client.
• Governance and progression of Release Management specific activities within the WCC estate
• Maintaining the accuracy and content of the Definitive Software Library and related supporting tools.

Warwick

• Initially assigned to support account’s Problem Manager stabilise the provision of service within the account.
• Reviewed all client Problem Management processes and procedures and through the review identified a number procedural blockers and Role/Responsibility mismatches.
• Revised the client’s Problem Management process to operate successfully within a Service Integrator configuration and worked with 3rd party tower suppliers to agree deliverables within the revised process.
• Delivered the core framework, processes and procedures to support implementation by the account Problem Management Team / Service Delivery functions

Heathrow Airport

• In-sourced Problem Management from an outsource provider.
• Recruitment and ongoing line management of Problem Analysts.
• Established internally provisioned processes, procedures, policies, KPIs and governance for Problem Management and Incident Management upon return from an outsource provider.
• Developed organisational roles/responsibilities and deployed across IT Service Delivery / 3rd party providers.
• Active management of critical Problems/Significant Ongoing Incidents.
• Proactive assessment of proposed change requests and defined as a formal CAB approver.

Heathrow Airport

• In-sourced Problem Management from an outsource provider.
• Recruitment and ongoing line management of Problem Analysts.
• Established internally provisioned processes, procedures, policies, KPIs and governance for Problem Management and Incident Management upon return from an outsource provider.
• Developed organisational roles/responsibilities and deployed across IT Service Delivery / 3rd party providers.
• Active management of critical Problems/Significant Ongoing Incidents.
• Proactive assessment of proposed change requests and defined as a formal CAB approver.

Heathrow Airport

• Accountable for delivery of all aspects of support models/service contracts utilising BAA IT infrastructure provided to both external and internal customers.
• SLA management and the implementation of Continual Service Improvement Plans.
• Primary escalation point for ‘Service’ related concerns and developments; including crisis management, problem coordination and Change Management (change requests).
• 3rd party supplier contract management, including ongoing performance monitoring and development.
• Primarily responsible for operational IT interface with British Airway’s in Heathrow Terminal 5.

Heathrow Airport

• Accountable for all Problem Management activities within BAA relative to ITIL guidelines.
• Accountable for process development, governance, framework and inter-process relationships.
• Accountable for creating and maintaining the Problem management prioritisation matrix, working practices and associated SLAs / KPIs.
• Review and validation of all Problems, known errors and FAQs throughout BAA IT.
• Development and on-going maintenance of record classification structures and resolution codes (e.g. CTI Structures)
• Development of management reports, trending reports and process compliance reports.

Heathrow Airport

• This role grew as time progressed and following a review of business demands became two distinct roles. The role before separation contained the above, but also included;
• Define the scope of Problem Management and Request Fulfilment within BAA.
• Build and operate the Problem Management team and function relative to ITIL guidelines and BAA working practices.
• Build and operate the Request Fulfilment team and function.
• Create all processes and team procedures relative to the effective operation of both functions
• Create KPIs and support the creation of SLAs

Heathrow Airport

• Create and develop a Major Incident function – Defining the scope, processes and team procedures.
• Manage all major business impacting Incidents;o Assume virtual management of support teams during an Incident and direct/coordinate investigations, in and out of hours.o Identify business impact and manage.
• Development and scheduled production of reports on major Incidents for internal IT and business managers.
• Create and maintain all IT Service Desk support processes and documentation,
• Maintain the IT Service Desk telephone system, including responsibility for system operation, upgrades and changes.

Heathrow Airport

• Responsible for 1st line support of 1500+ common off the shelf and line of business applications/services and 12,000 user accounts.
• Responsible for answering, understanding, recording and resolving customer incidents across the telephone for 7 UK airports and other business locations.
• Responsible for reviewing process documentation, identifying errors and actively seeking/implementing mitigating actions to enhance the delivery of IT services and support.
• Responsible for the successful completion of e-mailed requests and faults.