Simon Kingham Email and Phone Number

Enjoying a change of direction, helping my local community and using previously undiscovered customer service skills.

- Logging & analysing alerts from various data sources, endpoint event logs, dashboards and emails.- Threat hunting using daily generated customised reports.- Progressing incidents within IT Security team and Service Managers.- Reviewing Changes, ensuring correct process is followed regards approvals, risk & impact and Backout plans. - Managed physical access of colleagues and 3rd party Vendors to 3 data centres.- Collating & generating a weekly KPI report for Service Managers and IT Directors.

- Managed and owned Major & Significant IT incidents involving delivery for Retail, Distribution and Head Office, escalating to Service Managers promptly when necessary. - Arranging & Chairing Incident meetings ensuring attendance of key representatives. Strive to resolve Incidents in a timely manner to minimalize impact to the Business.- Provided 2nd level escalation support to India for all Retail, Mainframe, Networks & Banking issues.- Managed physical access of colleagues and 3rd party Vendors to 3 data centres.

- Managed and owned Major IT incidents involving delivery for Stores, escalating to service managers promptly when necessary. - Used monitoring tools to promptly identify, prioritize and document issues to either fix or pass.- Successfully transitioned 2nd level Store Support Operations to India over 15 months, which included visits to Bangalore to manage the process and oversee the training plans. - Supported the introduction of new Store services into Operations by acting as a sponsor, ensuring a smooth implementation.- Represented Operations in delivery meetings to review and improve services.- Managed physical access of colleagues and 3rd party Vendors to 2 data centres.- Operational involvement in seasonal events (Christmas, Easter, BST/GMT clock changes, etc.)- Deputised for Shift Manager, including managing holiday sheets for a shift of 12 colleagues.- 6 months secondment on Clubcard project, acting as Operations Service Introduction sponsor.

- Non shift role, documenting and maintaining a database of incidents to identify repeat issues.- Chair Post Mortems to record timelines, confirm root cause and agree next steps to avoid future occurrences or reduce risk and impact.- Create & present KPI report to Delivery Managers to identify trends and quick wins to improve service.

- Provided 2nd level support for all Store IT systems.- Provided out of hours support for Non IT emergency incidents.- Used monitoring tools to promptly identify, prioritize and document issues to either fix or pass.- Operational involvement in seasonal events (Christmas, Easter, BST/GMT clock changes, etc.)- 6 months secondment overseeing & scheduling the upgrade of systems and applications at the Customer Service Centre in Dundee, including Telephony, Voice Recording, Email & Call logging.- 6 months secondment identifying and improving the Disaster Recovery & Business Continuity processes for 2 data centres and 11 Head Office sites.

- 1st level Store IT support, logging & passing calls, prioritising issues, fixing where possible or escalating to technical teams or Vendors when necessary.- 1st point of contact for 3rd party engineers attending Stores for hardware issues.- Provided out of hours support for Non IT emergency incidents.- Monitoring overnight End of Day processing in all stores, fixing failures quickly to avoid late completion & any impact to Store trading.

Starting in the Tape Library as an Offline Operator, I progressed to an Online Operator working extended Days & Evenings.