Aidan O'Callaghan Email & Phone Number

Cork, IE

Cork, County Cork, Ireland

• Led projects in a fast paced, dynamic and multi-national environment.
• Developed and tracked project plans, schedules, dependencies, and critical paths.
• Defined, adopted, and drove business processes in an evolving environment.
• Secured and assigned resources based on project needs, and clearly communicated with stakeholders and leadership.
• Responsible for end to end Release Management of management/analytics products and supervised cross functional collaboration throughout the release lifecycle.
• Collaborated with stakeholders across multiple Business Units to deliver innovative internal SaaS products, from conception to general availability.

• Managed product/service launch projects within Global Services.
• Developed and maintained a collaborative engagement process with cross functional stakeholders.
• Coordinated with operational and cross functional teams on end-to-end support readiness activities.
• Liaised with leadership to monitor and enhance the health of support and services across the product portfolio.

• Supported planning and release readiness for Global Support organisation.
• Coordinated with Customer Support and cross functional stakeholders regarding readiness activities.
• Interfaced with Product/R&D Management on product readiness, representing the Global Services organisation.
• Collaborated with Senior Technical Support SMEs to develop a robust program to enhance product quality and supportability.

Primary interface and owner of the Customer Escalation Program in EMEA region. Managed a team of highly skilled support escalation engineers. Responsible for communication with customers and internal stakeholders throughout the escalation lifecycle. Collaborated with the global escalation team to ensure process alignment and maintenance of best practices.

Cork, County Cork, Ireland

Implemented an ITIL-based Incident Management Program for key Siemens IT-Managed-Service accounts. Responsible for a team of Incident Coordinators and Knowledge Managers, servicing multiple accounts with diverse SLAs and processes. Implemented incident handling best practices and managed end to end Major Incident events in line with customer SLAs.

Cork, County Cork, Ireland

Degree In Business Studies (Management Stream)

Strategic It Management Module Certification

Itil Manager Certification

Networking & Data Communications Training / Mcsa Certification

Diploma In Business Studies (Marketing Stream