Contact Centre as a Service (CCaaS) standard service – Service Lead is responsible for monitoring day-to-day performance of the CCaaS standard service, working with Service Management and operational teams to continually address service issues and improve performance.

Adept at identifying and recording Problem Records and performs tasks to ensure the problem management function is fulfilled. My role involves reactive problem analysis and proactive and reactive trend analysis, an understanding of business impacts of Problem records and promotion of the business benefits of ITIL based Problem Management.

The first point of escalation for a team of 6 incident managers on a large government contract. Ensuring SLA’s are adhered to, KPI’s are achieved and a high level of customer service is delivered. Responsible for the performance and development of the team, coaching and encouraging individuals to reach their potential. Engaging and building relationships with 3rd party suppliers, stakeholders and other IT service management functions including negotiating the transition and delivery of new services which impact the team.

Responsible for creating, reviewing and managing the documents for Incident Management within a large service centre. Organising and holding face to face review meetings and conference calls to initiate and walk through the review of documents. Working closely with the Quality Assurance team, Senior Management and other ITSM functions, ensuring all documents adhere to Quality Assurance standards and are reviewed in a timely manner according to the review schedule. Meticulously examining documents ensuring they are fit for purpose, meet quality standards and are protectively marked appropriately. Distributing review responsibilities to peers. Providing guidance and training to other reps as the subject matter expert. Coaching and preparing candidates for internal and external audits by undertaking quality reviews and mini audits to assess readiness, contributing to the consistent yearly ISO27001 certification.

Focused on delivering an excellent Customer Service in a demanding Service Centre.Assessing, categorizing and taking ownership of escalations and complaints to completion. Facilitating the restoration of services, in a timely manner. Identifying the root cause of escalations and complaints and providing suggestions and recommendations on how to prevent any reoccurrences.Engaging with customers ensuring they are informed and satisfied with results. Producing comprehensive reports and identifying opportunities for process improvements, through the output from customer surveys.

Responsible for the effective management of incidents within a busy 24/7 environment. Governing and enforcing the incident management process throughout the entire lifecycle. Engaging with internal and external teams through conference calls and Incident review forums. Reviewing processes, ensuring they are working within ITIL frameworks. Using LEAN initiatives identifying service improvements. Proactively identifying trends and risks feeding into other IT service management functions

Responsible for providing 1st Line Support to multiple clients including a large government contract within a busy 24/7 environment. Efficiently recording, categorizing and assigning incidents using the knowledge resources and technical knowledge to provide and maintain an excellent customer service call. Identifying any need for escalation and effectively communicating any improvements where appropriate. Proactively managing individual workloads and working together as a team to achieve the agreed KPI's.

Initiate backups and programs, monitoring the systems to ensure they run to completion.Monitor mainframes and servers for failures and respond appropriately to program messages and errors.Print and file output .Tape library housekeeping.Invoke escalation and call out procedures where necessary.Knowledge of VME, UNIX and IBM environments.