Antonio González Fernández

Experience

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  Horsham District Council

  Jul 2001 - Aug 2001

  Workshop Trainee

  Como ayudante de museo mis tarea principal era la de ayudar en el Taller del museo, para la fabricación, pintura, reparaciones o construcciones de todo el mobiliario y distintos stands para las exposiciones del Museo.-----------------------------------------------------------------------------------------------------------------------------------------------My responsability as Trainee was basically to help and support the Senior Workshop workers when painting, manufacturing, repairing or assembling any of the furninture and stand disposals for the Museum exhibitions. Show less

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  Varios

  Jan 2003 - Sept 2012

  Camarero / Waiter

  Various restaurants and hotels. Part-time and Full-time.

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  NERVION MONTAJES Y MANTENIMIENTOS S.L.

  Oct 2006 - Nov 2006

  Peon / Labourer

  We helped out in all the maintenance taks that took place during the scheduled stop of the Thermal Power Station.

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  Asturplant

  Jun 2007 - Jun 2007

  Jardinero / Gardener

  As gardener we were in charge of preparing and seeding new gardens for new constructions. Also we carried out related maintenance tasks on various office buildings.

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  Universidad de Oviedo

  Sept 2010 - Apr 2012

  Becario de Servicios Informaticos

  In my Intership in the Informatic Services of the Oviedo University I was assigned to the Mining School in Oviedo, -Accountable for the computers in all the class-rooms and IT labs.-Fixing any possible hardware issues by detecting and replacing the faulty parts.-Installing any provided software in the computers.-Grant any network permission for any user when needed.-Installing and configuring new hardware that was meant to replace the old devices

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  CSC

  May 2012 - Dec 2015

  As Shift Lead, apart from my Major Incident tasks I'm in accountable for:o Ensure that my shift members follow up the standard processes, are aware of any possible change on them, and the different exceptions.o Team Leader Deputy.o Dispatch and balance the work-load. o Give training to the new members of the shift/teamo Point of contact between my shift team and our management o Support colleagues in any difficult task, and advising them of possible paths that could be taken when stuck Show less My responsibility as Major Incident Manager is to take the ownership of the Incidents that have a major impact on our client activities, as this could mean financial loss or even damage the client’s brand and public image. I started as a intern and got hired in 4 months due good performance.As owner of the Major Incident I:o Engage and coordinate the technical resources in order to find the solution of the problem within the SLA (Service Level Agreement), minimising the impact during outages.o Communicate the status of the investigations and the users impact to the internal and the client’s management teams via e-mail and SMS.o Chair Management and Technical Conference calls when needed due to the complexity of issues, or with informational purposeso Document actions taken by technical teams and possible underlying root causes for the later Root Cause Analysis.o Ensure that the standard company processes are meet, and identify any gap on them for a continual service improvement plan.o Support multiple accounts like Zurich, Arcelor Mittal, Nobel Biocare, Bombardier, Royal Mail Group.o 24 hours 7 days a week support. Show less

  • Shift Lead EMEA Major Incident Manager

    Feb 2013 - Dec 2015

  • EMEA Major Incident Manager

    May 2012 - Dec 2015
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  DXC Technology

  Dec 2015 - Jun 2017

  Team Lead

  o Co-managing a 24 people Major Incident Management Team, working 24x7, supporting 50 accounts. 18 directly reporting to me. o Approximately 500 Major Incidents Managed by the team every month. o Working with the account representatives on establishing the process and adhering them to the company standards.o Document any deviations to the global standard process per account.o Acting as escalation for complex Major Incidents. o Performing continual service improvement plans for the managed accounts.o Provide an overview of the Major Incident Management process for any new client opportunity/visit. o Accountable for deploying the Major Incident Management process for new accounts.o Attending Governance meetings with Global Subject Matter Expert.o Provide training on the matter for any other DXC team if required. Show less

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  Ocado Group

  Jul 2017 - Aug 2022

  Major Incident Manager

  o End to end ownership of IT Major Incidents for the Ocado Legacy Systems and the OSP Platform that comprises automated groceries fulfillment centers, store pick solutions and e-commerce platforms.o Manage and drive service restoration activities, performing escalations were required. o Communicating status of the investigations to the required stakeholders.o Generation of Post Incident Record document that contains a summary of the investigations and any information that could be used for later analysis and root cause.o Support the development of the Incident Management process.o Used Jira, Confluence, Slack, Google Suite, Workday, Grafana, Kibana, OpenNMS. o Agile environment.o 24x7 Support. Show less

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  IZERTIS

  Sept 2022 - Dec 2022

  Senior Consultant

  Working in Service Management for a Manufacturing client. Major Responsibilities included:-Incident Management.-Problem Management.-Change Management.-Review and Improve the existing processes.-Service Reports.Used Tools: Service Now, Jira.

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  Sage

  Jan 2023 - now

  • Senior Incident Manager

    Apr 2024 - now

  • Incident Manager

    Jan 2023 - Mar 2024