In my role as a Global Major Incident Manager I represent BT Global at VP (Vice President) level during major incidents for over 1500 customers worldwide. I own the Major Incident from the moment it is declared until service restoration, during the incident I coordinate multiple internal and external support teams for effective resolution. I communicate the major incident to the key stakeholders within the business and to external customers. Post incident I work with the problem managers to drive the RCA (root cause analysis) to ensure future incidents are avoided.

In this demanding role working in ITIL environment I manage all incidents on the BT platform from detection through to resolution, My responsibilities focus on Detecting an incident, communicating the incident to the key stakeholders within the business, restoration by taking ownership and driving the support teams to resolve the incident and post incident resolution and recovery actions

I am responsible for the NSOC 2nd line application support teams, my key responsibilities are Change Management, Incident Management, Event Management, Performance Management and Tooling.

Working in a high pressured IT environment, I successfully provide a customer centric 2nd line support service. This challenging and demanding role is managed on a 24x7/365 delivery which supports the BT Health contract. I identify, investigate and resolve service issues experienced by the customer, which I then turn into a positive customer experience. I work within the ITIL framework and perform Trend and Root Cause Analysis, resulting in Problem Management

Currently volunteering at my present employer as a Network engineer. I have a hands-on approach and technological mindset for designing and implementing IT network architecture, including configuration, optimization and supporting network management systems