Pete Walters Email and Phone Number

Working as part of a team of 6 people we provided outsourced Major Incident Management services for approximately 30 external companies. Whilst this is a multi-client environment I am predominantly focused on two clients within the insurance and legal sectors. Key Roles • Management of high priority incidents through to closure within agreed SLA’s.• Liaise with In House and Client held IT teams to obtain root cause and preventative actions.• Liaise with Service Managers and other stake holders to ensure accurate communications.• Facilitate conference calls where necessary and appropriate.• Known error identification and recording.• Production and issue of Major Incident Reports and RCA analysis for Incident and Problem.• Incident Trend Analysis to assist in identifying areas for improvement.

Working as part of a team of 12 people we provided outsourced Major Incident Management services for approximately 100 external companies. This was a short term position with Capita to cope with a shortfall in available resource. Key Roles • Management of high priority incidents through to closure within agreed SLA’s.• Liaise with In House and Client held IT teams to obtain root cause and preventative actions.• Liaise with Service Managers and other stake holders to ensure accurate communications.• Facilitate conference calls where necessary and appropriate.• Known error identification and recording.• Production and issue of Major Incident Reports and RCA analysis for Incident and Problem.• Incident Trend Analysis to assist in identifying areas for improvement.

Working as part of a small team of four Major Incident Managers providing BAU support for Tesco Bank for IT related incidents. Liaising with internal support teams and 3rd Parties both on and offshore, the team is responsible for ensuring the timely resolution of incidents within agreed timescales and mitigating risk of re-occurrence. Key Roles • Liaising with customers to identify full business impact and create problem statements for incidents.• Forming & leading virtual teams during service restoration activities.• Acting as a single point of contact for all key stake holders during the incident lifecycle.• Known error identification and recording• Creation of Major Incident and Management reports for RAG reporting.• Liaising with Problem Management to highlight areas of interest for post incident activities.• Assisting in new system and small project on boarding activities.

Working as part of a team of 12 people we provided outsourced Major Incident Management services for approximately 90 external companies. Alongside the normal tasks associated with the role, as a senior Major Incident Manager I was also responsible for a number of team management tasks. Key Roles • Management of high priority incidents through to closure within agreed SLA’s.• Management of internal and external incident escalations.• Creation of Major Incident and Service Management reports (RAG etc).• Creation of S.M.A.R.T. objectives for the team members.• Training and development of team members.• Participation in the weekly CAB meetings.• Creation and maintenance of process documentation.• Support documentation review and approval for existing and new clients.• General team management cover during sickness or holidays.During this period of employment, I took a 9 month hiatus (June 2010 to March 2011) to increase my experience working with offshore based companies and to gain experience in other areas such as Problem Management & Service Transition Management.

During my time at Boots, I held a variety of positions including:IT Service Manager (1 year 5 months)Major Incident Desk Manager (1 Year)2nd line EPOS support (6 Months)Telecoms support (6 months)Full details available on request.