Telecommunications and internet service provider operating as a subsidiary of CK Hutchison Holdings. Part of a team that managed the Major Incident activity following guidelines and policy, providing exceptional levels of service and incident resolution.• Ensure efficient and speedy resolution of Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents by effective control and management. Ensuring that SLAs and KPIs are adhered to.• Ensure that stakeholders are… Show more Telecommunications and internet service provider operating as a subsidiary of CK Hutchison Holdings. Part of a team that managed the Major Incident activity following guidelines and policy, providing exceptional levels of service and incident resolution.• Ensure efficient and speedy resolution of Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents by effective control and management. Ensuring that SLAs and KPIs are adhered to.• Ensure that stakeholders are kept in the loop and updated on progress, including relevant escalations.• Monitor incident resolution and report details to senior management and relevant support teams and initiate post-incident review meetings when appropriate. • Responsible for operational incident reports detailing high profile outages, 24/7 SPOC (Single Point of Contact) for Business and Customer escalations relating to high profile events.• Significantly reduced downtime for a major data centre loss through proactive incident management Show less

August 2017 to June 2018Professional Contractor - Since August 2017, took the opportunity of having a better work and life balance by contracting.AP Moller – MaerskGlobal Major Incident Manager (August 2017 to date)Maersk is a global integrated transport and logistics company, headquartered in Denmark. Based at the recently opened 24/7 Operations Command and Control Centre in Maidenhead. Approached to join the business by the previous manager.Working as part of a… Show more August 2017 to June 2018Professional Contractor - Since August 2017, took the opportunity of having a better work and life balance by contracting.AP Moller – MaerskGlobal Major Incident Manager (August 2017 to date)Maersk is a global integrated transport and logistics company, headquartered in Denmark. Based at the recently opened 24/7 Operations Command and Control Centre in Maidenhead. Approached to join the business by the previous manager.Working as part of a small in the UK, plus additional support from New Zealand, Peru and India, supporting global end users across multiple applications. Responsible for the management of the major incident process, reporting and governance and the coordination and facilitation of high priority incident resolution.• Manage the diagnosis, cause, and fix of infrastructure incidents in accordance with global and local requirements and apply incident management techniques to ensure that disruptions and outages are kept to a minimum.• Deal with P1 & P2 incidents and provide effective management throughout the incident lifecycle in line with SLAs. Drive Service Management best-practice and ITIL process compliance. • Point of contact for escalation of incidents and incident review.• Coordinate the root cause analysis with internal and external stakeholders Show less

October 2014 to August 2017Hutchison 3G UK (Three Mobile UK)Major Incident ManagerTelecommunications and internet service provider operating as a subsidiary of CK Hutchison Holdings. Part of a team that managed the Major Incident activity following guidelines and policy, providing exceptional levels of service and incident resolution.• Ensure efficient and speedy resolution of Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents by effective… Show more October 2014 to August 2017Hutchison 3G UK (Three Mobile UK)Major Incident ManagerTelecommunications and internet service provider operating as a subsidiary of CK Hutchison Holdings. Part of a team that managed the Major Incident activity following guidelines and policy, providing exceptional levels of service and incident resolution.• Ensure efficient and speedy resolution of Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents by effective control and management. Ensuring that SLAs and KPIs are adhered to.• Ensure that stakeholders are kept in the loop and updated on progress, including relevant escalations.• Monitor incident resolution and report details to senior management and relevant support teams and initiate post-incident review meetings when appropriate. • Responsible for operational incident reports detailing high profile outages, 24/7 SPOC (Single Point of Contact) for Business and Customer escalations relating to high profile events.• Significantly reduced downtime for a major data centre loss through proactive incident management Show less

May 2006 to October 2014EricssonOperations Centre Manager/Major Incident Manager – UK (February 2009 to October 2014)Ericsson is a Swedish multinational networking and telecommunications company headquartered in Stockholm.• Responsible for managing ICT & RAN incidents to resolution in accordance with service level agreements.• Ensure that internal and external stakeholders complete major incident processes on time.• Production of handover reports for incidents… Show more May 2006 to October 2014EricssonOperations Centre Manager/Major Incident Manager – UK (February 2009 to October 2014)Ericsson is a Swedish multinational networking and telecommunications company headquartered in Stockholm.• Responsible for managing ICT & RAN incidents to resolution in accordance with service level agreements.• Ensure that internal and external stakeholders complete major incident processes on time.• Production of handover reports for incidents and post-incident reviews with Problem Management.• Ensure 24/7 (SPOC) single point of contact for business and customer escalations.• Cover for the Service Operations Manager as required.• Part of a team tasked with developing and maintaining Service Operations processes and procedures.Incident Manager – Romania (September 2008 to February 2009)Seconded to Romania to work as part of a team that moved a front office managed services function from the UK. • Organised training for local staff across Incident Management and Service Desk functions and implemented improvement initiatives for these functions.Incident Manager – UK (2007 to 2008)Senior Service Desk Engineer – UK (2006 to 2007) Show less