Manage all Sev 1/2 incidents affecting in scope regions for the clientManage resolution of incidents via internal and external resolver teams (assigning actions and escalating when required)Proactive progression of command centre high impact alertsCommunicate all high impacting incidents to key stakeholders,Initiate Bridge Calls, email communication and SMS alerts, including regular updates until resolution has been reached.Document actions (timeline of incidents), providing clear ownership and documented resolution for continual improvement.Act as focal point for any difficult incidents affecting the client (including VIP user issues)Adhere to SLA’s for any high severity incidents including initial assessment of business impact.Update / Create knowledge base documentationProvide Route Cause Analysis for incidents

managing all IT incidents for JLL.

Supervised and managed 20 Employees in a Cleaning and Security Capacity for a Major Shopping Centre. Dealt with all aspects of Contract . Organised all 3rd party contractors to the shopping centre to carry out facilities work.