Michael Messenger Email & Phone Number

Kronplatz

Knutsford

• I was a Major Incident Manager at Barclays Bank. The Major Incident Management team provides a 24/7 global support model that engages with all support functions across all of the business units. My primary.
• Primarily responsible for managing all major incidents and ensuring speedy resolution of service.
• Making an initial evaluation of Severity & Business Impact with Incident/Service Owner to identify Severity Level
• Confirm Incident qualifies as a Major Incident
• Escalate/De-Escalate if Incident is at the wrong level
• Ensure with the Incident Owner that the correct resources are allocated

Derby, United Kingdom

• Within Capita IT Services I was responsible for the verification and resolution of major incidents adhering to the Major Incident Management process. Key responsibilities included:-
• Resolution of major service outage 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.
• Create post Major Incident Reports which begin the Problem Management process and subsequent Problem Management Review between internal, 3rd party vendors and client support areas to establish incident root cause and.

Atherstone

• I was an Incident Manager at one of the world’s largest logistics companies which required 24/7 IT support with a target of 99.8% Service Availability. I was responsible for managing Major Incidents on a daily basis &.
• Primarily responsible for managing all major incidents and ensuring speedy resolution of service.
• Overall accountability for the recovery of live service for all major incidents, ensuring remedial actions and process improvements are implemented at an acceptable quality level.
• Responsible for identifying and driving improvements throughout the Service Management.
• Organisation in the areas of Incident Management, with a view to reduce the number of reoccurring incidents year on year.
• Working with Global Service Owners & Service Delivery Managers to ensure support services are meeting the business requirements and identifying areas of improvement.

Atherstone

First point of contact for all internal & external customersIdentifying trends & reporting to Incident Management Creating new working processes and developing automated tools to improve efficiencyInvolvement in projects to implement user trainingResponsible for the training of new analysts with a variety of skill setsProviding remote technical support for.

Hnd Higher National Diploma For It Practitioners - Triple Distinction

HND Higher National Diploma for IT Practitioners (Software Development) Edexcel Level 3 BTEC National Diploma for IT Practitioners.

It Practitioner, Distinction

City and Guilds Level 3 Advanced Diploma for IT Practitioners (IT systems support) E-QUALS City and Guilds Level 2 Diploma for IT.