Major Incident Manager for o2 WiFi

Team leader to 9 staff.Providing quality solutions to major incidents and complex business problems whilst delivering I.T. business systems, infrastructure and testing within scope and tight SLA agreements.Service delivery, from service acceptance through the project lifecycle to complete delivery of live service, using the ITIL framework, also ensuring the team has the relevant training and documents/systems to be able to support new services.

Providing quality solutions to major incidents and complex business problems whilst delivering I.T. business systems, infrastructure and testing within scope and tight SLA agreements. Service delivery, from service acceptance through the project lifecycle to complete delivery of live service, using the ITIL framework, also ensuring the team has the relevant training and documents/systems to be able to support new services. Producing and ensuring; Fault Management tables, Support Models and High level designs are up to date with correct resolution information for issues, so the team can fix incidents in a timely manner. Process Management - working closely with all teams to ensure that any changes in services are recognized and followed to ensure service stability. Producing weekly reports on all incidents that have been fixed within the team to ensure SLA's are met. 2nd and 3rd party (external) vendor Management. Problem Management - attendance on problem management conference calls to determine issues with the way high priority faults have been handled, establishing root cause analysis. Dealing with teams on all levels to establish root cause to issues and implementing a permanent fix to ensure they do not reoccur. Change Management - reviewing processes and giving the go ahead to perform changes overnight. Involved in outsourcing a number of services to offshore TCS, India

1st line support to over 200 + critical services including SMS, WAP and MMS. To monitor hosted systems and to fix problems as early as possible within the target fix time Managing our teams Case Management queue, fixing P1,P2 and P3 cases. Liaising with 2nd line teams to improve processes and increase our central fix and time in resolving issues. Managing issues via our monitoring systems. Managing access requests for o2 server for 3rd parties access. Managing the teams central inbox. Alarm management to ensure all alarms are current by liaising with 2nd line teams.

Sim and device management for 200 + stores. Overall Accountability for the Management and Logistics of the o2 Sales Academy (Sales Tool to enhance there skills providing support to 350+ Sales people). Allocation of all Sales Delegates within the Direct and Indirect channels. Delivering the best customer experience through consistency of Sales standards. Support the other members of the Academy team to ensure the programme is Managed and maintained to a high standard. Providing reports on a monthly basis on ways to improve the process. Maintain an accurate listing of all Training courses that have been attended using the o2 on line learning Management System.