Simon Coburn Email & Phone Number

Dublin, County Dublin, Ireland

Dublin City, County Dublin, Ireland

Dublin

County Dublin, Ireland

• Provided onsite customer support for multiple Milestone customers such as Facebook, Workday and Uber.
• Attended weekly service review meetings with customers representing Milestone service delivery.
• Worked closely with Milestone leads to identify Service Improvement initiatives, track progress on SIP initiatives and deliver these into service for Milestone customers.
• Managed creation of monthly service reporting, SOWs, support and training documentation for Service Desk, AVVC, Corp Net, Events, Security & Logistics.
• Participated in Milestone recruitment process to include shortlisting candidates, interviewing, and hiring of suitably skilled resources across multiple clients.

Dublin

• Set yearly objectives and development plans for eight staff operating a 24*7 Network Operations Centre for Retail, Online, Mobile and Business to Business services ensuring goals were aligned with organisational.
• Ensured adequate monitoring and checkpoints exist across all production services with critical event management actions defined in the Operations Centre Runbooks.
• Actively managed all tickets assigned to Network Operations team, ensuring tickets are prioritised and addressed within agreed SLAs.
• Trained all team members on operational activities and new services transitioning into live operations.
• Escalated any failures from 3rd parties to respond within committed contracted service levels.
• Progressed all Security Operations Incidents as per actions defined in the security processes.

Dublin

• Service Desk Manager responsible for Managed IT Services and Hosted Data Centre Services, ensuring Service Level Agreements were met in line with customer support contracts.
• Set yearly objectives and development plans for twelve staff operating an ITIL compliant 24*7 Service Desk located in Belfast and Dublin, ensuring goals were aligned with organisational strategy.
• Managed Service Desk performance for 100+ corporate customers to include Incident & Request management, Escalation management, KPI performance management, Service Level management and all aspects of Service Desk.
• Performed the role of Major Incident Manager 24 x 7 for all BT Managed Services – supporting revenue of £400 million across all production services.
• Improved Problem Management process by assigning ownership for a group of Problem tickets to each agent, tracking root cause analysis and a reduction in recurring incidents as part of yearly objectives.
• Streamlined IT Change Process by classifying repeatable, low risk change requests to a status of “predefined changes”.

Dublin

Itil V4 Foundation

Level 7 Nfq, Higher Diploma In Data Analytics

Ordinary Bachelor'S Degree, Diploma In Big Data For Business

Diploma In Electronic Engineering