• Managed a program of work to migrate to a Kubernetes managed service environment within Amazon Web Services (AWS)• Kubernetes environment Proof of Concept (PoC) preceding Production environment build to an operational standard in line with Cloud DevOps team requirements• Migration of 300+ containerised service via CI/CD pipeline into Dev, QA and Production environments • Creation of a Project Management framework utilising Jira BigPicture

Brought in to consult on existing ITIL processes• Performed gap analysis of existing processes and identified challenges of implementing process in an agile environment• Created a framework for service improvement and developed a program of work to implement key processes including:• Incident Management• Change Management• Problem Management• Service Transition

• Successfully implemented a lean Major Incident Review process utilising Lean Six Sigma methodologies incorporating Root Cause Analysis and Lessons Learnt deliverables• This resulted in a 75% time reduction to identifying Major Incident root cause • Reduced Problem Record duration by approximately 50%• Built Problem Record reporting structure within ServiceNow• Oversaw transition to outsourced Problem Management support model (Accenture) • Key person within the ITSM team to deal with the difficult and ambiguous issues

• Owned and managed a portfolio of Problem Records• Major Incident management and communication

• Major Incident Process Owner• Overhauled existing root cause analysis and lessons learned process resulting in improved speed to identify root cause by approximately 75%• Reviewed, refined, developed and maintained a stringent process for management of all Major Incidents in this 24/7 global IT department• Management of post Major Incident activities including all root cause analysis activities• Focal point and champion of Problem Management and associated PM processes