Michael Messenger Email & Phone Number

New Plymouth, Taranaki, New Zealand

TSB created the role of Incident & Problem Lead to mature their Incident P1 process, Standard IM process and create a Problem Management function. Within 3 months of joining TSB, I implemented 3 new processes with multiple sub process (Comms, PIRs etc), all created from scratch. Following that, I implemented Incident Reporting, introduced SLAs, & a queue.

Nottingham, England, United Kingdom

• Capita is the largest IT outsourcing company in the UK, holding contracts with some major players in theindustries. MIM covered 24/7 support directly to our clients. My role as Senior MIM involved managing ateam of 11.
• Managing the day-to-day operation of the MIM service
• Recruitment, training & mentoring new starters
• Continuous service improvement; including developing new tools and processes
• Resolution of major service outages as timely and effectively as possible
• Delivery of internal and external communications during Major Incident lifecycle

Knutsford, England, United Kingdom

• Responsible for the management, resolution and communication of all technology Major Incidents classified at Severity 1, 2, 3 and potential Major Incidents that impacted, or had the potential to impact the business..
• Taking control of Major Incidents throughout their life cycle; ensuring that recovery efforts to restore service take place as quickly as possible
• Early intervention to prevent incidents occurring or escalating; mitigating the impact as they happen and collaboratively triaging
• Preventing incidents from reoccurring by driving root cause analysis, service improvement, risk mitigation plans and implementing both remedial and preventative actions
• Continually reviewing and enhancing all operational processes, as well as being responsible for a multitude of project activities ensuring robust working strategies

Nottingham, England, United Kingdom

• Capita is the largest IT outsourcing company in the UK, holding contracts with some major players in the industries. MIM covered 24/7 support directly to our clients which meant learning a vast array of systems and.
• Resolution of major service outages as timely and effectively as possible
• Ownership and co-ordination during the Major Incident lifecycle between all lines of service
• Delivery of internal and external communications during Major Incident lifecycle ensuring regular, consistent, and accurate updates provided to all parties
• Escalation to both business and technical management where appropriate to exact the required response
• Handover to Problem Management for follow-up and root cause analysis

Atherstone, England, United Kingdom

• Fast-paced time-bound environment as deliveries needed to meet strict SLAs and any outages to keysystems resulted in delays and financial penalties. Incident Management was still in its infancy when Ijoined the team in.
• Primarily responsible for managing all Major Incidents and ensuring speedy resolution of service
• Reviewing, writing, and implementing the Major Incident Management Process
• Training Service Desk Analysts on ITIL and MIM principles
• Responsible for producing monthly performance reports within the Continuous Service Improvementareas

Atherstone, England, United Kingdom

• In this role I was the first point of contact for all internal and external customers with IT issues.My key responsibilities included:
• Creating new working processes and developing automated tools to improve efficiency
• Providing remote technical support for a wide range of applications; Citrix, Microsoft OS, Microsoft Office packages, Lotus Notes, Aventail, Dameware, HP service desk, Service-Now, Mainframe, Unix and Linux OS
• Maintaining high standards of customer service to uphold TNTs reputation.