Malcolm Nicholas Email & Phone Number

England, United Kingdom

Maintaining and upgrading of BT Core Infrastructure

England, United Kingdom

Incident Resolution / Service restoration and Service protection activitiesProvide technical leadership, product expertise and diagnosis to drive rapid resolution of service impacting Incidents. Proactively engage with customer Service Desks and resolver groups, and utilise information to hand, i.e. monitoring, Supportal , Documentation etc., to assess impact of any Incident on e2e customer experience and assign the correct priority.Where incident restoration timelines or… Show more Incident Resolution / Service restoration and Service protection activitiesProvide technical leadership, product expertise and diagnosis to drive rapid resolution of service impacting Incidents. Proactively engage with customer Service Desks and resolver groups, and utilise information to hand, i.e. monitoring, Supportal , Documentation etc., to assess impact of any Incident on e2e customer experience and assign the correct priority.Where incident restoration timelines or progress is unclear or unsatisfactory, escalate functionally and/or hierarchically.Manage / drive Incident conference call - Ensure that the correct people are in attendance and those roles and responsibilities are clear. Ensure all decisions and actions are recorded in the incident tracking tool (such as Bridge Clarify / HPSM). Track actions to ensure they are completed as agreed.Ensure all Incidents are progressed in accordance with documented processes and current undertakings.Engage resolver groups by leading technical Incident investigation and diagnostics, identifying workarounds, ensuring progress and timelines are understood and documented in the associated Incident tracking tool.Delegate actions to SOTMs where appropriate thereby assisting their development and sharing the workload in order to progress incidents more efficiently.Incident Communication ActivitiesManage the coordination of responses to major service escalations from customers and senior management teams.Ensure incident communications to key MFU Stakeholders and customers are completed to the expected standard and timescales on behalf of BT TS&O.Direct actions of Team Members and provide guidance on communication detail. Show less

England, United Kingdom

KEY TASKS/RESPONSIBILITIES• The real time management of all work queues in a blended Service Management environment in an efficient manner. The Blending covers Inbound/Outbound calls and Offline• Contribute to the building, development and maintenance of an operating model that delivers the deployment of appropriately skilled individuals to meet the budgeted resource by Business Unit or queue within given performance metrics including agent productivity and attrition • Support and… Show more KEY TASKS/RESPONSIBILITIES• The real time management of all work queues in a blended Service Management environment in an efficient manner. The Blending covers Inbound/Outbound calls and Offline• Contribute to the building, development and maintenance of an operating model that delivers the deployment of appropriately skilled individuals to meet the budgeted resource by Business Unit or queue within given performance metrics including agent productivity and attrition • Support and manage the implementation of contingency processes to deliver the agreed priorities• Support in creating an environment that drives continuous improvement in customer satisfaction, an optimal cost operation and benchmark levels of people satisfaction• Undertake realtime RCA to understand the reason for the current service levels and articulate this information to our customers in a non technical manner• Ensure real time adherence to agreed Service Levels• Analyse and review the performance of the operation, implementing changes to allow the Service Management Operations Centre to continuously improve• Develop strong working relationships with relevant business interfaces within Service• Provide expertise across the Operational Centres to ensure that all Real Time processes are applied to meet operational, regulatory and legal requirements• Align and manage through any changes in adherence within the Service Management community• Create the realtime plan for the day and attend the daily Deployment call to obtain Operational buy in to the plan. Show less

England, United Kingdom

KEY TASKS/RESPONSIBILITIES• The real time management of all work queues in a blended Service Management environment in an efficient manner. The Blending covers Inbound/Outbound calls and Offline• Contribute to the building, development and maintenance of an operating model that delivers the deployment of appropriately skilled individuals to meet the budgeted resource by Business Unit or queue within given performance metrics including agent productivity and attrition • Support and… Show more KEY TASKS/RESPONSIBILITIES• The real time management of all work queues in a blended Service Management environment in an efficient manner. The Blending covers Inbound/Outbound calls and Offline• Contribute to the building, development and maintenance of an operating model that delivers the deployment of appropriately skilled individuals to meet the budgeted resource by Business Unit or queue within given performance metrics including agent productivity and attrition • Support and manage the implementation of contingency processes to deliver the agreed priorities• Support in creating an environment that drives continuous improvement in customer satisfaction, an optimal cost operation and benchmark levels of people satisfaction• Undertake realtime RCA to understand the reason for the current service levels and articulate this information to our customers in a non technical manner• Ensure real time adherence to agreed Service Levels• Analyse and review the performance of the operation, implementing changes to allow the Service Management Operations Centre to continuously improve• Develop strong working relationships with relevant business interfaces within Service• Provide expertise across the Operational Centres to ensure that all Real Time processes are applied to meet operational, regulatory and legal requirements• Align and manage through any changes in adherence within the Service Management community• Create the realtime plan for the day and attend the daily Deployment call to obtain Operational buy in to the plan. Show less