Johnpaul Wright Email & Phone Number

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

Glasgow

I manage a 12 man team of incident and problem managers. Responsible for delivering ITIL aligned Jones Lang Lasalle incident and problem management service. Accountable for day to day running of team ensuring KPIs are customer SLA’s are met. Coaching and development of team to ensure excellent service is provided to customer at all times. Process owner and escalation point for all incident and problem investigations. Responsible for delivering incident and problem management reports to… Show more I manage a 12 man team of incident and problem managers. Responsible for delivering ITIL aligned Jones Lang Lasalle incident and problem management service. Accountable for day to day running of team ensuring KPIs are customer SLA’s are met. Coaching and development of team to ensure excellent service is provided to customer at all times. Process owner and escalation point for all incident and problem investigations. Responsible for delivering incident and problem management reports to key stakeholders through service review meetings. Show less

Glasgow, United Kingdom

Greenock

As member of an 6 man team we deal with Priority 1 & 2 requests from the customer Jones Lang Laselle . We own incidents from first point of contact through to agreed resolution from within the business. Role also incorporated being an escalations manager for business critical and breached SLA tickets. We work alongside global teams based in US and EMEA regions. Also along with multiple vendors to ensure full service is restored for our customer as quickly as possible,. This is often… Show more As member of an 6 man team we deal with Priority 1 & 2 requests from the customer Jones Lang Laselle . We own incidents from first point of contact through to agreed resolution from within the business. Role also incorporated being an escalations manager for business critical and breached SLA tickets. We work alongside global teams based in US and EMEA regions. Also along with multiple vendors to ensure full service is restored for our customer as quickly as possible,. This is often within a high pressured environment due to strict SLA's our customer has. We also deal with RCA and problem requests . This part of my role requires me to host post incident calls and work with teams to establish root cause analysist and identify any possible corrective or preventive actions. Show less

Greenock, Inverclyde, United Kingdom

I am a member of an 6 man team on 24x7 desk, covering Priority 1 & 2 requests from the helpdesk for IBM customer BP . We validated high priority requested with business manager then driving any issue to quick resolution engaging various resolver teams. Role also incorporated being an escalations manager for business critical and breached SLA tickets.We work alongside global teams based in US and EMEA regions. Also along with multiple vendors to ensure full service is restored for our… Show more I am a member of an 6 man team on 24x7 desk, covering Priority 1 & 2 requests from the helpdesk for IBM customer BP . We validated high priority requested with business manager then driving any issue to quick resolution engaging various resolver teams. Role also incorporated being an escalations manager for business critical and breached SLA tickets.We work alongside global teams based in US and EMEA regions. Also along with multiple vendors to ensure full service is restored for our customer as quickly as possible,. This is often within a high pressured environment due to strict SLA's our customer has.We also deal with RCA and problem requests . This part of my role requires me to host post incident calls and work with teams to establish root cause analysist and identify any possible corrective or preventive actions. Show less

Greenock

IT Analyst / Team senior Speak to various helpdesks to resolve customers issues quickly and efficiently. Team Senior role working closely with team manager assisting in any managerial duties such as call audits and ticket audits on team members managing the rota recording sickness and lateness, Training team members on new processes or updating them on new account information The Incident Manager is responsible for co-ordinating the team and their responsibilities to ensure that they… Show more IT Analyst / Team senior Speak to various helpdesks to resolve customers issues quickly and efficiently. Team Senior role working closely with team manager assisting in any managerial duties such as call audits and ticket audits on team members managing the rota recording sickness and lateness, Training team members on new processes or updating them on new account information The Incident Manager is responsible for co-ordinating the team and their responsibilities to ensure that they manage problems affecting customers and to reduce failures to help ensure that Service Levels are achieved Deliver services to the level required as a 2nd Line support function. Resolve incidents, and respond to end-user enquiries and requests in a timely manner. Maintain a broad knowledge of customer systems infrastructure to enable the prompt resolution of incidents, support and administration requests within agreed service levels. Show less

Hamilton

Test Technician Parts Quality Inspector ,Working in Test dept Testing end of line products and checking results, Inspecting all incoming parts for defects and recording results.

Greenock

Working as a customer contact for health insurance queries. Dealing with inbound calls and claims related to private medical insurance. Working to meet daily and weekly SLA's. Providing excellent customer service.

Hnc, Process Engineering, Introduction To Semiconductors Devices And Fabrication Processes. Pass

Studied at HNC level in process engineering for semi conductor materials and devices.

Nc Electronics, Nc Electronics, Pass