Peter Matthews Email & Phone Number

Atherstone, Gb

Atherstone, England, United Kingdom

Leading a small team of 2, global Major Incident and Problem Managers providing 24/7 coverage for the global IT function, supporting over 400k users.Accountable for all aspects of the Major Incident and Problem Management process including, service restoration, stakeholder and senior management engagement, subscription communications, continual improvement and significant impact problem reviews (Root Cause Analysis).Chair meetings, daily service and weekly outsource partner reviews, to highlight performance or areas of concern against contracted SLA’s, fostering a culture of continual service improvement.Working in parallel with Change Management, review any forthcoming changes that are included in biweekly CAB meetings.Responsible for performance review, training, development and regular 121 engagement of direct reports.ACHIEVEMENTS● Responsible for the creation and team adoption of a set Major Incident and Problem management handling review documents and dashboard, used to review direct report performance against a set of key Major Incident handling criteria. During 2024 an improvement of 17% (78% to 95%) was driven through performance reviews incorporating recorded Major Incident handling criteria data.● Awarded prestigious FedEx Bravo Zulu award for outstanding management of Major Incidents.

Atherstone, Warwickshire

Leading a small team of 3, service desk analysts providing 24/7 coverage for the global IT function, supporting over 400k users. Deputising for the service desk manager and supplementing global Major Incident management process.Responsible for performance review, training, development and regular 121 engagement of direct reports.Providing a single point of contact for technical support handling, logging and applying first time fix solutions where able. Identifying the need for master incidents and ensuring the full impact of the issue is understood and that all user incidents are related and escalated into Major Incident if impact dictates.Engagement and management of internal and outsourced IT teams in order to drive resolution of incidents in line with agreed and contracted SLA’s.Stakeholder in Change Approval Board, Early Life Support, Emergency CAB and Vendor Review meetings.ACHIEVEMENTS● Part of team engaged to transition the UK based global service desk solution into a contracted outsource partner. The transition timeline spanned a number of months where knowledge transfer was conducted both within the UK and the Czech Republic.● Lead member of team responsible for the management and transition of ACAS (Air Cargo Advanced Screening) security process adopted in conjunction with US Homeland security.● Lead member of team responsible for recovery of service desk function following catastrophic 2017 Petya ransomware attack.

Supporting and deputising for the Service Support Manager, managing a team of 8 technical support analysts providing a 24/7 level 2 global service support function. Actively contributing to incident management process, invoking escalations, incident trending, analysis and reporting.Ensuring incidents, requests, and shift activities are managed in line with agreed process, service and operating level agreements.Provide an accurate assessment of the impact and priority of incidents into and through the Service Centre.Manage escalations and any subsequent application of Major Incident process.ACHIEVEMENTS● Through service improvements and recognised training opportunities, during my time as Technical Support Analyst and Deputy Service Support Manager, 2013 to 2015, I was part of a team responsible for improving level 2 incident resolution from 70% to 85% without requirement for level 3 engagement and with an SLA success rate of 95% from 85%.

Atherstone

Responsible for proactive monitoring, investigation, diagnosis and resolution of support incidents presented within the ITSM solution Service-Now. Ensuring that all incidents are managed to the agreed SLA, OLA and an awareness of business impact is maintained.Provide administrative support to the global business Microsoft Windows server, VMware, Citrix and IBM Domino infrastructure.Support the global business Cisco network and telecommunications infrastructure.Support bespoke business critical systems and operational software and services.Contribute to the development of support documentation content within the ICS Knowledge Management systems.

Education record

Education record

Information Technology; Information Technology