Provide a Service Management function that governs an ITIL based Incident & Problem Management Service.Manage the performance of the Service Desk Incident Management function and work with suppliers to ensure that SLA’s are met.Participate in the response to major IT incidents and provide main point of contact for service providers and focal point for communication to senior management and other colleagues.Check the IM performance of Resolver Groups and Suppliers by reviewing volumes, backlog, resolution times, chase ups, escalations and complaints.Review, contribute and approve the Root Cause Analysis (Incident) from Managed Suppliers prior to delivery of reports to the Authority. Work closely with the Managed Suppliers to improve the quality of the end to end IM and PM functions across the SMI delivery.Oversee / manage service improvements that contribute to “shift left” and increase availability and quality of incident management.Provide a Problem Management process that manages the reactive and proactive ITIL based Problem Management service and govern the delivery of problem management across the SMI Supplier and the Managed Suppliers.Ensure effective Reactive Problem Management is conducted by all Managed Suppliers using the ITIL Toolset in the following instances:Incidents where service is restored but the underlying cause is not known and further investigation is required. High severity incident (or other incidents identified by customer or SMI) requiring RCA and action plan to alleviate risk of recurrence. Sign off the root cause and associated action plan for high severity incidents to validate effectiveness and track the Managed Supplier’s completion of RCAs and actions.Ensure Proactive Problem Management is used to reduce repeat incidents and overall incident volumes.

Application Maintenance Lead managing onshore and offshore teams supporting complex payment and information systems on different technologies. Incident and problem management performed to ITIL standards to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).Impacting, scheduling and implementing change requests within agreed timeframes and cost.Chair of a weekly, multi-stakeholder, customer facing problem board. Progress reporting of scheduled releases at customer and multi-supplier forums providing updates, metrics and trending.Raise, manage and mitigate risks for supported applications.Service transition of new and updated applications into application maintenance. Liaison and collaboration with key stakeholders and providers to progress and resolve issues.Financial planning, monitoring and reporting to Account Executive. Service Level Management and reporting.Root Cause Analysis (RCA) reporting process to ITIL standards for high severity incidents.

Manage complex Legacy VME payment applications including people care, of 25 staff to ensure all AMS obligations met for challenging incident and problem service levels.Impacting, scheduling and implementing change requests within agreed timeframes and cost.Escalation support for business critical applications to resolve High Severity issues on behalf of Service Operations

Performed team leader, technical and people management in Application Maintenance and Support primarily for VME applications. Responsibilities and achievements included:• Introduced updated processes and procedures to meet new incident SLAs• Operational Acceptance Testing (OAT) for Major Releases and Production Test Environment (PTE) testing for fixes and minor enhancements.• Prioritisation and delivery of problem fixes and minor enhancements• Management of a 24 x 7 Operations shift team

Performed team leader and technical roles in Application Maintenance and Support for VME applications. Responsibilities and achievements include:• Operational Acceptance Testing (OA) for Major Releases and Production Test Environment (PTE) testing for fixes and minor enhancements.• Managed a large program of office moves. Instigated and developed a pre-assurance scan to allow multiple office moves to take place without the need for lengthy and resource intensive testing.• Introduced a number of standards such as an MS-Access Database for recording and managing changes into Live and defect reporting. • Performed out of hours on-call technical support.

Performed Production Test Environment (PTE), Operational Acceptance Testing (OAT) and pre-assurance for bulk office moves. Provided Project Manager Workbench (PMW) training for project leads and Project Management Office (PMO) staff. Provided support and guidance on timesheet entry and project planning tools.