Stuart Smith Email & Phone Number

Greenock, Gb

Greenock, Gb

Use ITIL-based processes to identify and remove errors impacting client operations, delivering productivity gains and cost savings as incident volumes decrease. Where errors cannot be fully removed, Problem Manager establishes workarounds that minimise impact and document them in the knowledge base. Responsibilities/Accountability: ▪ Carry out regular trend analysis on a six-month data set to identify errors ▪ Manage the full life cycle of problem records ▪ Creation of Problem Management process▪ Maintain known error records ▪ Assist with shift left opportunity identification ▪ Build close partnership with service desk, I'm, MIM and resolver teams to drive process improvements ▪ Build client relationships aiding in csat improvements▪ Drive efforts to ensure no major incident recurrence ▪ Provide Problem Management reporting to service delivery ▪ Document and communicate technical recommendations with supporting cost/ benefit analysis ▪ Responsible for ensuring that the Problem Management process is fit-for-purpose, effective, efficient, and supports service delivery

Inchinnan

Use ITIL-based processes to identify and remove errors impacting client operations, delivering productivity gains and cost savings as incident volumes decrease. Where errors cannot be fully removed, the Senior Problem Manager establishes workarounds that minimise impact and document them in the knowledge base. Responsibilities/Accountability: ▪ Carry out regular trend analysis on a six-month data set to identify errors ▪ Manage the full life cycle of problem records ▪ Deliver double digit reductions to incident volumes for supported accounts ▪ Maintain known error records ▪ Assist with shift left opportunity identification ▪ Build close partnership with service desk and resolver teams to drive process improvements ▪ Maintain problem records and tracker ▪ Chair weekly problem management calls ▪ Finalise major incident reports and drive ownership of related problem tasks ▪ Drive efforts to ensure no major incident recurrence ▪ Provide monthly problem management report to service delivery ▪ Use ITOA tools to understand actual user experience ▪ Document and communicate technical recommendations with supporting cost/ benefit analysis ▪ Global Process owner for the Problem Management function▪ Responsible for ensuring that the Problem Management process is fit-for-purpose, effective, efficient, and supports service delivery according to Getronics requirements.

Robroyston

Responsible for delivery of ITIL aligned JLL incident and problem management function ensuring service level and key measure obligations are met. Process owner and escalation point for incident and problem management service ensuring a systematic approach to incident recovery and problem investigation. Accountable for day to day management of incident and problem management team ensuring appropriate availability at all times. Coaching and development of incident and problem managers to ensure operational excellence is achieved. Responsible for delivery of incident and problem management operational reports to key stakeholders through service review meetings. Involvement in incident co-ordination and recovery during major incidents managing technical teams through bridge calls to implement recovery plans, holding teams accountable and performing functional/hierarchical escalation as required. Ensuring key stakeholders are informed of progress through detailed management communications

Manage all Sev 1/2 incidents affecting in scope regions for the clientManage resolution of incidents via internal and external resolver teams (assigning actions and escalating when required)Proactive progression of command centre high impact alertsCommunicate all high impacting incidents to key stakeholders, Initiate Bridge Calls, email communication and SMS alerts, including regular updates until resolution has been reached.Document actions (timeline of incidents), providing clear ownership and documented resolution for continual improvement.Act as focal point for any difficult incidents affecting the client (including VIP user issues)Adhere to SLA’s for any high severity incidents including initial assessment of business impact.Update / Create knowledge base documentationProvide Route Cause Analysis for incidents.

Greenock, Inverclyde, United Kingdom

Manage all Sev 1/2 incidents affecting in scope regions for the clientManage resolution of incidents via internal and external resolver teams (assigning actions and escalating when required)Proactive progression of command centre high impact alertsCommunicate all high impacting incidents to key stakeholders, Initiate Bridge Calls, email communication and SMS alerts, including regular updates until resolution has been reached.Document actions (timeline of incidents), providing clear ownership and documented resolution for continual improvement.Act as focal point for any difficult incidents affecting the client (including VIP user issues)Adhere to SLA’s for any high severity incidents including initial assessment of business impact.Update / Create knowledgebase documentation

Ibm Greenock

Respond to customer telephone or email requests about product use, technical issues or installation problemsWork out the problems from the information provided, giving the customer clear step by step instructions on how to solve the problemProvide remote application support for customers using various applicationsInstall, set up or upgrade new software and equipmentTrain customers on using equipment, and how to avoid any future problemsGive technical advice to internal staff such as L1 analysts and managementUpdating management software with details of calls/issuesUsing systems such as word/excel and other recording softwareSLA Compliance

Ibm Greenock

Training of new staffCustomer serviceDispatcher (monitor incoming work and dispatch to agents)Prioritize inbound/outbound callsManage Severity 1-2 issues effectivelyEscalations managementPerform quality checks/ feedbackUpdate/ Maintaining Knowledge databases Reporting

Ibm Greenock

System update (inventory control)Microsoft office (Word, Excel and PowerPoint)Inbound / outbound calls to suppliers / couriersOrder prioritizing / trackingStock OrderingAssign Task dutiesChair 1-2-1 meetingsSchedule shift breaks/holidaysReporting of findings to PM (eg stocks/defects)