Mark Chell Email & Phone Number

Stoke-On-Trent, England, Gb

Stoke-On-Trent, United Kingdom

Dealing with large Corporate Accounts and ensure that they are billed accurately.Taking inbound calls and responding to customer queries in a timely manner.Completing email activity requests within the agreed Service Level Agreement timescales.Proactively working on backlog workloads to improve Customer Service

Chester, United Kingdom

Incident Management for high priority incidents impacting Global Wholesale Banking and Global TradersManaging high priority incidents in conjunction with multiple IT teams to ensure that all incidents are driven to speedy and satisfactory conclusion with minimal business impact. Triage Incident Management. Server administrations of granting permissions and monitoring are also performed during daily tasks.Distributing executive level incident communication during incident life cycle as well as post incident summary reviewsCommunicating effectively with senior management and business stakeholders on the status and remediation of incidentsEnsuring incident management process continues to meet ITIL best practice standards, service level agreements and the needs of the organizationIdentifying actions that require Problem Investigation as part of the incidents managed, and ensure that are tracked to allow the Problem process to run through to conclusion, ensuring that root cause is identified, documented and resolved

Atos is an international information technology services company with annual revenues of EUR 8.7 billion and 78,500 employees in 42 countries. Serving a global client base, it delivers hi-tech transactional services, consulting, systems integration and managed services.Incident Manager Role Management of all incidents experienced across all of Atos contracts. These incidents are complex infrastructure and application failures requiring knowledge of all aspects of IT along with exceptional management and communication skills.I demonstrate ability to work under pressure and deliver to strict targets. I am responsible for maintaining a customer and client relationship and for generating new ideas and offering solutions to overcome customer issues and ensure positive outcomes. Responsibilities responsible for dealing directly with customers ensuring this is done in a courteous, efficient and effective manner ensuring that good relationships with customers are maintained;Ensure all high severity incidents meet SLA's.Issue informative and concise communications using the standard format within the stipulated timeframes.Initiate voice conferences and to drive incident resolution at effective times within the incident lifecycle.Utilise escalation matrices to effectively escalate non co-operation or incidents that may breach SLA's.Prioritise VIP incidents and ensure that they meet SLA's.Manage high severity incidents for specific customers in line with a major incident being ran by a senior incident manager.Chair scheduled daily service reviews utilising the standard reporting and format.Initiate the Major Incident Process as an when required for service issues that will warrant the focus of the process.Accurately prioritise, based on severity level, existing incidents for resolution that have or may fail contracted service targets;Escalate incidents to Service Managers and recurrences to Problem Management as appropriate;

1st line support

Crewe

1st line support

Working on verifying and uploading Data using EMS