Michael Messenger Email & Phone Number

New Zealand

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 management policy taking our monthly SLA pass average from ~70% to >90%. My primary responsibilities included:  Implementing and driving Incident & Problem Management processes  Simplifying, optimising, and automating as much of the process as possible  Producing monthly Incident & Problem reports  Day-to-day operation of Incident & Problem Management  Ticket Queue Management  Owning and managing all P1 Incidents

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 MIMs and included:• 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• Hosting Post Incident Reviews for root cause analysis• Implementing live changes outside of core hours

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. Operating 12-hour shifts (days/nights/weekends) within a Global team model on a 24/7/365 basis. As well as the day-to-day operation of MIM my key responsibilities included:• 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 support teams to cover each new Incident. My key responsibilities included:• 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• Meeting strict SLAs to avoid financial penalties agreed in the contracts

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 2011. I was involved in the writing and implementation of a new ITIL ServiceManagement process which involved training all the IT based staff on the new framework. During myMIM service I reduced TNTs incidents using automated alerting saving approx. £300K pa.My key responsibilities included:• 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.