John Higgins Email & Phone Number

Birmingham, GB

West Midlands, England, United Kingdom

Atherstone, Warwickshire, United Kingdom

Led major incident and problem management processes, coordinating with cross-functional teams to ensure swift resolution and minimal disruption. Managed stakeholder communication during critical outages and high severity incidents, ensuring transparency and trust through timely updates.Chaired technical bridge calls and post-incident reviews, implementing.

Atherstone, Warwickshire, United Kingdom

Mentored and coached support staff, providing guidance on incident/event management and system operations.Liaised with third party support teams, representing the Service Desk in key meetings to ensure smooth transitions and incident resolution. Monitored incident progress against SLAs, escalating issues to management as needed.

• Deliver specialised technical support for over 100 bespoke applications based on a unix/linux/NT platform
• Ensured service level agreement (SLA) and key performance indicators (KPI) targets were consistently met.
• Mentored and developed colleagues’ skill matrices where necessary.
• Involved in rollout of new incident management software and tools, including consultation with colleagues and their individual requirements.
• Lead a project team studying TNT’s european air distribution hub in Liege, Belgium and structured a subsequent awareness training programme for colleagues in UK.

Castle Vale Housing Action Trust

• Responsible for 700 properties on the estate, for all aspects of housing management in accordance with Trust policy. In particular, voids and re lettings, arrears collection, neighbour nuisance and other related duties.
• Lead team of 8 staff.Managed staff’s development, including appraisals and training needs.
• Established residents’ associations.Was key contact between residents and the Trust.
• Involved in consultation with housing software suppliers, being part of focus group identifying specific system needs for Trust users.

Castle Vale Estate

• Responsible for 700 properties on the estate, for all aspects of housing management in accordance with city council policies. In particular, voids and re lettings, arrears collection, neighbour nuisance and other.
• Lead team of 8 staff.Managed staff’s development, including appraisals and training needs.
• Established residents’ associations.Was key contact between residents and the council.
• Involved in consultation with housing software suppliers, being part of focus group identifying specific system needs for colleagues.

Hnc, Public Adminstration And Business Studies, Pass With Distinction

Education record