Nathan Wright Email & Phone Number

Long Eaton, Gb

Manchester Area, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

Nottinghamshire, England, United Kingdom

Nottingham, United Kingdom

• Responsible for the government regulatory reporting on major incidents.• Accountable for planning and coordinating all the activities required to perform, monitor, and report on the Incident management processes.• Remediate deviations from the process across the supply chain.• Act as the operational escalation for incidents within operations.• Accountable for the timely status updates and communications to stakeholders. • Accountable for the development of post incident reviews and evidence mitigation to prevent repeat failure.• Attends Change Advisory Board (CAB) or Emergency CAB board meetings.• Establishes continuous process improvement cycles where processes are found to be lacking or inefficient.• Accountable to ensure the Incident management processes are being performed to a high level of quality and it meets associated Service Level or Operational Level Agreements (SLAs/OLAs)• Defines suitable OLAs as and when required.• Identify potential problems and/or increasing trend of repetitive Incidents.• Responsible for Incident Management resource planning, forecast, management.

Newcastle Upon Tyne, United Kingdom

Acting as a consultant to support business transition to a new operating model. • Creating processes and policies based upon ITIL best practice whilst supporting the business needs for agile methodologies. These formed contractual requirements that were used to outsource IT services and in source functional areas. • Implementation of a new service management tool set, to be used as the single point of contact for IT Services.• Undertaking data analysis, creating recommendation reports to support current BAU as well as the future operating model.• Design a Service Desk to utilise core SIAM processes.• Develop and maintain relationships both internally and externally.• Acted as transition manager in the migration of key functional areas.

Nottingham, United Kingdom

Service Manager

Management of the Service Management function, incorporating: build, run and strategic responsibilities in line with ITIL best practice methodologies.Responsibilities include:-• Working closely with Resolver Groups to ensure BAU service requirements are managed and delivered.• Ensure consistent and comprehensive service take-on for new IT Services.• Act as an escalation point for Business and IT representatives.• Produce accurate and timely Service Management reporting in time for consolidation into an Executive report.• Conduct and participate in regular service reviews with internal and external service providers.• Communication to the business on unplanned outages, policies, service arrangements, changes and projects from the regional and global teams.

Derby, United Kingdom

Responsible for the verification and resolution of major incidents adhering to the Major Incident Management process. Key responsibilities include:-• Resolution of major service outage as timely and effectively as possible.• Ownership and co-ordination during the major incident life cycle between all lines of service.• Delivery of internal and external communications during major incident life cycle 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 preventative actions.• Co-Management of the team 24x7x365 rota.• Monthly management reports for distribution amongst Service Managers.• Monthly Team Quality Scoring.Key achievements to date: High level Dashboard:SLA/KPI objective indicators used to drive Service Improvement. Performance indication per analyst to drive personal development plans for future objectives.

Derby, United Kingdom

Responsible management of Problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective and preventative measures. Key responsibilities include:-• Analysis and reporting of incident trend data to identify and eliminate root causes.• Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the infrastructure.• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organisation and manage issues through to resolution.• Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.• Facilitating and coordinating technical meetings.• Leading and facilitating investigations into high impact faults.• Managing root cause analysis between technical teams.• Initiating actions to fix interruptions to service.• Production of statistics and reports to demonstrate performance of the Problem Management process.• Responsible for the transition of proactive problem management to offshore services developing process and procedure.

Ruddington, Nottingham

• Monitoring and resolution of support call queues, ensuring SLAs are adhered to. Ensuring implementation, adherence to and maintenance of defined policies and procedures. Ensuring compliance with IT Security Policies. Providing fault resolution and escalation where necessary.Maintaining and producing documentation for support proceduresSupport of Backup and Recovery procedures.• Liaise with third party software/hardware suppliers or maintenance suppliers where necessary• Ensure accurate and detailed event recording in call handling system including peer reviewing and quality checking of tickets and entries• Provide technical input into internal project teams, both within and outside own functional area where necessary• Maintain up to date awareness of developments in IT industry and identify how appropriate ones can be applied to customer organisations

Nottingham, United Kingdom

 Promoted to Remote desktop support specialists team Team responsible for Incident reduction & trend analysis Trend analysis for all Capita Accounts Presentations Processes creation Site visits Scripting and automation Technical escalation for large ITIL managed service department for 1st & 2nd line support staff

Promoted to team leader for team of 12 technical support staffExtreme Strict SLA's/KPI's with associated service chargesSla's for telephone/Incident/Service Request/FTFMeeting with 3rd party's to ensure level of service is kept to a high standardService reviews with gold class clients, implementing service improvements for gold class clients Improved SLA achievement due to dedication to staff and improved MI121's pdp's staff motivationImproved MI to gain an understanding of failing SLA's, daily MI to whole team on achieved SLA's

 Responsible for the 2 head offices in the east midlands for Capita IT Services. Dealing with the senior management team on a daily basis. Responsible for managing the distribution of procured equipment. Worked within a team resolving incidents supporting multiple platforms.

Nottingham, United Kingdom

1st line support

Btec National Diploma, Electrical Engineering & Communications

Education record