Part of the IT Operations Centre team, who are responsible for the speedy resolution of all IT-related major incidents and managing change and problem management tickets.➢Manage all major incidents, end to end; including the initial triage, validation and incident closure.➢Issuing regular communications during the life cycle of all major incidents.➢Arrange relevant technical and management bridges as required, ensure all stakeholders are kept informed via business communications or estate-wide/targeted service alerts.➢Active management of internal resolving teams and external suppliers to ensure service is restored as quickly as possible with minimal business impact.➢Tasks resolver groups to carry out root cause analysis and any service improvement activities identified during the lifecycle of the incident.➢To provide single point of contact for all escalated incidents 7 days a week and to manage them to resolution.➢Responsible for challenging and managing change requests.➢Responsible for drafting Major Incident Review reports as part of the incident lifecycle this includes issues identified and identifying remedial actions to prevent reoccurrence.

➢ Log, monitor and provide 1st & 2nd line remote support to resolve tickets viaphone, email & ITSM for all MSP clients I.e., Lockton insurance➢ Pro-actively drive issues and requests to resolution within SLA’s➢ Liaise with 3rd parties and stakeholders when required➢ Manage client comms for escalated and high priority incidents➢ Monitor AWS EC2 platform and manage AWS IAM users➢ Monitor and assess email and attachments security for clients➢ Participating in reviewing and updating current documentation

➢ A Duty & incident management role that is 24/7 front-line facilitating the timely and accurate processing and progressing of time critical P1 & P2 incidents➢Daily duties involved acting as an interface between BT internal resolvers & IAG teams ➢ Drive incident resolution by collaborating with peers ➢ Proactively monitor P1s and P2s aiming to start incident comms ➢ Monitor SLAs aiming to take the necessary action on incident administration and supplier escalations ➢ Manage vendors ensuring they within their SLA, driving third parties to assist in troubleshooting and restoration of service ➢ Manage client comms and keep key stakeholders informed ➢ Manage and instruct 1st/2nd/3rd line support team updates ➢ Support the reporting and service management team on RCA/process/service improvement ➢ Complete handovers and update on-going trackers

➢ This role expanded from the initial service-desk role to joining theout of hours escalation incident management team, working withMIM's and directly reporting to M&S stakeholders.➢ Taking ownership of escalated incidents and communicating torelevant management, team and third parties until resolution➢ Coordinating problem diagnosis with suppliers and internal teamsto determine the underlying root cause of issues➢ Modifying escalation management procedures andresponsibilities on ad hoc basis to streamline and quicken deliveryof resolution to issues➢ Providing 1st and 2nd line IT support via phone & email to all M&Semployees from head office, stores, depots & offshore sites➢ Supporting & monitoring M&S.com related online applications➢ Organising training schedules and knowledge share meetings.➢ Duty managing the weekend operations of the IT Service Desk team,ensuring all incidents are resolved within SLA and KPI’s are met➢ Managing services within MS Office 365, Airwatch,Adobe CQ5and monitoring website performance via NewRelic➢ Working a 24/7 shift pattern without interruption

lead IT Field Service Technician. Ibahn. Reading, BerkshireIbahn are providers of high speed internet connectivity for hotel chains (Marriott, Rocco Forte Brownes & others) in London and Southern England➢ Managing & Managing & escalating issues with HSIA networks and Digital IPTVsystems➢ Wireless surveying, installation and support using Ekahu, Inssider,Chanalyzer and Ruckus➢ Supervising and surveying contractor installations at hotels➢ Planning and allocating resources in the delivery of IT services toclients➢ Monitoring staff to ensure the prompt resolution to all client issues➢ Hosting meetings with hotel clients to review KPI’s➢ Capturing and addressing service delivery issues with internalteams➢ On call escalation contact ensuring client support➢ Hands on supervision of 3rd parties involved in service delivery toclient sites➢ PC / printer/ Laptop/ Ipad troubleshooting for hotel networks➢ Malware & Spyware troubleshooting for guest PCs

BT.com is the website service of British Telecom PLC*Technical support and maintenance of the BT.com website*Fault diagnostics, replication and resolutions for BT external customers and end users*Daily maintenance reports for the BT.com website*Other responsibilities include daily/weekly reporting; call logging,helpdesk support, and liaising with internal and external departments for speedy resolutions

TWI is the largest independent producer of tv sports content in the world*A Multi role, which involved IT, team administration and delegation*It also involved documentation of current of framework of personnel and technology structure*Role involved maintaining hosted websites of bespoke clients.*This role also involved coding using web and WAP technologies, and dealing directly with B2B suppliers.

Infospace provides information content on a B2B basis for other major websites*In the field of mobile internet technology, initially based in Seattle (USA) and then in Woking in Surrey*Within a delegated teamwork environment involved in creating and sustenance of WAP applications for Virgin’s wireless portal

Sportal is an all sports content-based portal*Within a teamwork setup, consisting of client reps, producers & designers*Involved in the upkeep and amendments of hosted websites as required by the respective clients using web technologies

Cyntergy provides IT call centre and training facilities for client customers*In a call centre environment, directly resolved customer problems For ISP PSILInk and other bespoke software applications, resolving customer hardware, software and web hosting problems*Also was involved in the process of development the company website and strategy