Thomas Wain Email & Phone Number

Sandbach, Gb

Greater Manchester, England, United Kingdom

Manchester, England, United Kingdom

Knutsford, England, United Kingdom

Responsible for all controls with the Functions and HR area of Barclays ensuring all areas are meeting obligations, hosting service review calls to drive best practice and representing the department at senior level service review meetings.

Knutsford

Following a 7 month contract I was offered a Permanent position as a senior in the Problem & Availability Management team at Barclays. Key responsibilities;- Conduct post incident reviews for High profile major incidents.- Lead service improvement initiatives on critical services.- People management including performance reviews for 3 team members.- Process governance, constantly evolving what we offer in an ever changing environment.- ServiceNow lead within problem management ensuring the toolset is optimised and is shaped for the needs of Barclays whilst also remains close to the standard offering making upgrades easier.

Knutsford, Cheshire, United Kingdom

Contract role working in the command and control centre managing high profile incidents.

Manchester, United Kingdom

My role was to lead a shift of Major Incident Managers, covering MI's from the telecoms side of the business as well as fixed line services.As part of this role I ensured that all Major Incidents have the correct level of focus from the wider team and business. I was also have a proven track record for ensuring that the correct procedures are followed whilst maintaining a pragmatic approach.

Crewe, United Kingdom

Overall responsibility and accountability for the Incident Management function for the Cloud sector covering high profile energy clients and the Atos shared network.Also managing Major Incidents covering large scale issues 24x7.

Crewe, United Kingdom

Manage high severity and Major Incidents for high profile clients. I have worked extensively on Major Incidents which have a detrimental effect on our clients business needs and have gained experience in managing resource and expectation. Also built a strong communication experience from sending extensive internal and customer updates.During this role I have worked extensively and been responsible for Incident Management functions on the most high profile of Atos clients including the BBC, and Olympic Delivery Authority. In addition to this I have worked in the shared service space which touches technology provided to over 50 clients. This exposure has enabled me to develop a pragmatic approach to service delivery.Drive service Improvements. Upon the transition of ex SIS accounts into the Atos environment I have played a large part in driving service improvement within the Incident Management team, re forming the way we manage Incidents, reduce the aged ticket profile and deliver on SLA performance targets.Deliver key contractual targets and influence colleagues to ensure requirements are met in full. As part of my role I have developed skills influencing technical teams to ensure that contractual obligations are met and a good service is delivered to the client.

Crewe

Responsible for managing high priority Incidents across multiple large accounts as well as driving good practice and SLA performance.

Crewe, United Kingdom

First level support analyst providing first time fixes to users and referring Incidents to technical teams and engaging with ITIL and service management communities.

Provided customer service and technical support on the Tesco broadband contract

3 A Level Passes, History, Media And Law, 3 Passes

7 Gcse'S