Simon Hacking Email & Phone Number

Preston

The aims of TTT Change Management Team are:• Provide One operating Change Process with one single tool• Provide effective stakeholder communication and reporting of Change• Effective planning and prioritisation• Increased visibility of changes• Better assessment of the risks associated with changes • Improved collaboration with Incident and Problem Management• Reduced number of Emergency Change• Reduced number of incidents as a result of change • Improved collaboration with Projects and planners of change • Reduced adverse impact of changesGeneral Accountabilities include:• Co-ordinate and manage multiple concurrent changes • Provision of information, advice & guidance on all aspects of Change Management andthe area of business to which the change relates• Arbitrator of change-related issues• Managing escalations relating to changes • Timely management of third-party escalationsRFC Accountabilities include:• Ensure all RFC’s are submitted with required information• Rejection of any unsuitable RFCs • Progress the RFC within one working day if the RFC meets the minimum notification periods • Coordinate risk assessment activity and ensure RFC has appropriate risk level• Obtaining the appropriate assistance and approving Minor Changes • Provisionally schedule the change • Updating the Change Management tool and advising the Change Requester and Change Implementer of approval decisions• Liaise with all necessary parties to ensure change build; test and implementation and Rollback planning requirements have been met • Attend pre-release (Go/No-Go) meetings• Authorising changes (including assessing whether conditions of approval have been met before implementation)• Liaise with the Change Initiator to ensure that resource is available to carry out the change at the scheduled time and date • Initiate, manage and own PIR’s for RFC’s with a status of Successful with issues or Unsuccessful

Job Responsibilities.•Working towards providing improved technical capability, support and maintenance for our Storage platforms across the Virgin Media group including•Continue to develop in depth knowledge of own area of specialisation in TSM, DCFM (director & switch management app): for example, backup and recovery technologies, SAN technologies, disk technologies (EMC & IBM XiV arrays).•Working on / towards operational, initiative and project based activities ensuring that implementation timescales are met and that service levels are maintained.•Work with third party suppliers to ensure that systems running on the enterprise storage platforms are able to meet the needs of our customers and that agreed service levels are maintained.•Liaise with internal customers to ensure that their needs are understood and that appropriate solutions are implemented as required.•Work with the Storage Services Manager to identify & recommend improvements in procedures and system configurations and ensure that all documentation is kept up to date in accordance with Sarbanes Oxley policies.•Adherence to IT Service Management guidelines.•To meet KPI targets as agreed with the IT Support and Operations department while staying compliant with our ITIL standards.•Work & communicate with both technical and non-technical audiences at different levels in the organisation.•Have a good understanding of relevant business functions with particular emphasis on operational processes and support.•Continue to perform daily, weekly monthly house-keeping duties on Iseries boxes.

•Develop key relationships with various business areas call centres, field operations and 3rd parties.•Worked across departments to design processes and procedures required to enable the project to run smoothly. Addressing & resolving problems to conclusion.•Met demanding deadline for preparation of monthly pilot/projects and performance related management reports. •Introduced validation to our call centre and Ops Support to provide a more accurate picture of customer’s issues.•Identified the need for improvement in process regards customer fault handling across the business when moving from department to department. Aim to increase call centre KPIs.•Raise and maintain focus on faults initiatives highlighted through analysis of fault data.•Successfully assisted in modernising the outage process in the national call centre by collating / analysing requirements and consulting management and staff. Resulted in reducing costs on the project.•Manage meetings with key customer groups setting up agendas, taking the minutes & assign actions.•Represent the team on Management road shows to highlight the company’s initiatives and get feedback.•Instituted new reports and KPIs to call centre Management, staff & field operations to strengthen focus to reduce repeat calls.

•Investigating, diagnosing and analysing all major incidents, problems and “known errors” to identify the severity and business impact of escalated calls.•Improving services to external and internal customers , using the ITIL best practice approach and CSI programs.•Manage specific products and services and update the business on progress depending on priority and impact.•Create clear and concise verbal and written communications to technical and various managerial levels of the company.•Act as a single point of contact for a problem ensuring call tracking applications are up to date and all supporting documentation is accurate. This included out of hours working.•Facilitate Major Incident Reports to identify the causes of problems and proactive measures to reduce re-occurrence.•Ensuring agreed Service Level’s are managed and fault resolution is not exceeded.•Prioritising work and resource allocation from support teams.•Updating the teams Knowledge Base, diagnostic tools and call tracking applications to ensure accuracy of data and aid effective problem resolution.•Organise weekly or daily meetings, face to face or by conference call to coordinate progress, document latest issues and assess best course of action on behalf of the business and for the customer.•Conduct an MIR (Major Incident Review) on all critical faults in order to establish root cause and introduce new processes / changes if deemed necessary.•Pro actively working on the initiative to reduce fault rates and conduct product reviews to ensure constant focus to key areas is applied & communicating to the call centres on latest findings.•Reviewing breaches of SLA / OLA s