Kieran Appleton Email & Phone Number

Hindhead, Gb

Hindhead, Gb

London, England, United Kingdom

• Responsible for designing and implementing our global incident and problem management processes and procedures for a Forbes 100 company, which recognizes the top private cloud enterprise software companies that are transforming the industry.• Developed scalable processes that extend beyond established industry frameworks.• Streamlined our communications channels so that our internal stakeholders are informed early on and often, so they have the right information, in the right… Show more • Responsible for designing and implementing our global incident and problem management processes and procedures for a Forbes 100 company, which recognizes the top private cloud enterprise software companies that are transforming the industry.• Developed scalable processes that extend beyond established industry frameworks.• Streamlined our communications channels so that our internal stakeholders are informed early on and often, so they have the right information, in the right way, at the right time.• Implemented Continual Service Improvement (CSI) initiatives aimed at enhancing operational efficiency, quality, and performance, whilst reducing costs. The primary objective of the process is to develop a plan that aligns with the core value of finishing stronger, while also providing a blueprint that can be adopted company-wide. Show less

London, England, United Kingdom

• Manage high-priority, complex incidents which require cross-system team engagement.• Responsible for managing system interruptions and outages in line with the service matrix.• Achieve the shortest service restoral time possible, collaborating with specialized resolver groups inside SITA and third parties where necessary.• Report all updates accurately and in a timely manner to the senior leadership team and the distribution lists as required.• Managing service… Show more • Manage high-priority, complex incidents which require cross-system team engagement.• Responsible for managing system interruptions and outages in line with the service matrix.• Achieve the shortest service restoral time possible, collaborating with specialized resolver groups inside SITA and third parties where necessary.• Report all updates accurately and in a timely manner to the senior leadership team and the distribution lists as required.• Managing service recovery within SLA requirements for tier-one global organisations.• Manage incident and problem management to the highest standards and co-ordinate the resolution with the appropriate resolver groups.• Ensure incidents are documented and communicated effectively and accurately. Show less

London, England, United Kingdom

• Responsible for end-to-end availability of the infrastructure and services operated by SITA for Aircraft.• Collaborate inter-departmentally with Lead Analysts and Software Development personnel to identify the root cause of application problems and provide possible workarounds or resolution details to customer.• Conduct the analysis, definition, documentation and/or testing of application software changes and system enhancements.• Developing and maintaining relationships with… Show more • Responsible for end-to-end availability of the infrastructure and services operated by SITA for Aircraft.• Collaborate inter-departmentally with Lead Analysts and Software Development personnel to identify the root cause of application problems and provide possible workarounds or resolution details to customer.• Conduct the analysis, definition, documentation and/or testing of application software changes and system enhancements.• Developing and maintaining relationships with Airlines and sub-contractors.• Provide support to internal and external customers in accordance with the terms of the customer contract or Service Level Agreements (SLAs).• Escalate incidents to major incidents, in line with SITA for Aircrafts priority matrix. Show less

• Act as the customer Single Point of Contact (SPOC) and co-ordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the incident within the prescribed SLA, when required.• Ensure established Service Management processes and procedures are understood and followed to the highest standards.• Collaborate inter-departmentally with Senior and Lead Analysts to identify the root cause of… Show more • Act as the customer Single Point of Contact (SPOC) and co-ordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the incident within the prescribed SLA, when required.• Ensure established Service Management processes and procedures are understood and followed to the highest standards.• Collaborate inter-departmentally with Senior and Lead Analysts to identify the root cause of application problems and provide possible workarounds or resolution details to customer.• Collaborate with customers to understand, document and resolve problems to moderate complexity within the designated application. Show less