Michael Scanlan Email & Phone Number

Zaragoza

• Delivering highly effective 2nd line incident management for Spain and Portugal, identifying issues and implementing solutions with optimal accuracy and efficiency • Providing comprehensive support to the technical support and service management teams concerning the procedures involved in high impacting incidents and communication with affected users • Responsible for all aspects of system control and monitoring live systems • Creating detailed, accurate and up to date incident reports for local and international management • Overseeing the highest standards of quality control for incidents managed by local teams in Iberia • Conducting in depth analysis of high impacting and recurring incidents and preparing comprehensive problem records along with appropriate corrective measures • Liaising with internal and external clients to determine issues and effectively resolve root causes

Zaragoza, Spain

• Accountable as the first point of contact for incidents occurring in multiple contact centres across Europe • Evaluating, gathering and managing data in order to identify and implement optimal solutions for a range of incidents for support teams throughout England, India and Singapore • Monitoring incidents in conjunction with support teams and those parties responsible for resolving issues in order to ensure full compliance with quality controls, SLA’s and KPI’s • Maintaining a detailed, accurate and up to date database and creating comprehensive reports • Providing full service coverage to distinct platforms within Europe and Africa • Managing and maintaining inbound/outbound files with 3rd party providers and resolving related issues• Creating and modifying user profiles for IT systems as required

Zaragoza, Spain

• Carrying out various administrative duties, including data entry, document classification, scanning and archiving and responsible for the reception of new applications into a secure environment

Ireland

Purge washing and sterilisation of machine parts in a controlled environment.Autoclave operation in sterile and non sterile area.Tank changes on multiple filling lines.Order preparation to avoid unnecessary downtime.