Tom Lyons Email & Phone Number

Leading a collection of managers and team leaders across the Incident, Problem, and Request Management functions to provide support to retail and financial clients using Barclays proprietary Payment Gateway.Exceeding customer expectations to deliver word class service, from BAU queries through to critical and Major Incident support. Coordinating and running major incidents, ensuring required actions are being taken in a swift and controlled manner, impact to clients is understood and clearly articulated, and all parties kept updated with important and relevant information.Supporting the change management process through attending Change Advisory Board meetings, reviewing and approving changes, and assisting in planning and scheduling.Encouraging ongoing personal development within the teams through Personal Development Plans and regular 121s. Providing out-of-hours support and guidance as part of an on-call duty manager rota.Deputising for the Head of Service Operations when necessary.Ensured 24/7 Incident Management was maintained throughout the Covid-19 pandemic by implementing a remote working model.

Fleet

Fleet, Hampshire