Steve Trump

Experience

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  Sainsbury's

  Oct 1984 - Nov 2000

  Various roles from Trainee Programmer through to Application Manager

  Various.

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  Accenture

  Nov 2000 - Jul 2007

  Application Manager

  Headed up several application teams with up to 25 staff reporting into me. Role continued when insourced back to Sainsbury's in April 2006.

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  Sainsbury's

  Jul 2007 - Mar 2016

  Major Incident Manager

  Management of Incidents – My key day to day (and out of hours on a rota) role. The facilitation of IT support teams, business stakeholders and third parties to reach an incident resolution or effective workaround. The system scope encompassed a wide range of serious incidents including bespoke software failures, third party infrastructure failures and the introduction of serious system defects resulting in business and customer impact. I chaired conference calls, produced consistent incident communications and distributed immediate agreed actions to be progressed and tracked.Problem Management – Mobilising timely post incident reviews with all impacted support teams and stakeholders to document an appropriate set of post incident actions and the track these to conclusion.Service Metrics – I have worked with IT and business stakeholders to devise and refine a set of key measures (KPIs) in which IT performance can be consistently measured and presented at weekly Board meetings. Where service has been improved this provides demonstrable evidence.Service Catalogue – I was engaged in a key piece of work to review the catalogue of services and previous year’s incident trends to measure the current service being delivered. This was in order that a potential outsource company would be contractually obliged to deliver a service that met and potentially exceeded the business requirement.Consistent Communications – Working as a member of a Major Incident Management team of five colleagues, I played a major role in shaping a producing consistent written communications ranging from email incident update templates, text message content and Post Incident reviews documentation. Show less

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  Actively Seeking New Opportunities

  Mar 2016 - Apr 2016

  Major Incident Manager

  Actively seeking new opportunities due to job relocation in the Midlands.

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  Reed Professional Services

  Apr 2016 - Dec 2016

  Incident and Problem Manager

  Working at BBC Broadcast Centre with the Reed PS Team in a fixed term role supporting a key broadcasting scheduling system. My responsibilities included:-• Owning and managing incident and problem procedures around this system.• Acting as a second-in-line to the Service Delivery Manager • Operating the incident and problem management process in order to correspond to SLA's• Liaising with key internal BBC Stakeholders and third party vendors• Production of regular reports surrounding the incident and problem status• Reviewing and improving processes and documentation, particularly knowledge management Show less

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  QBE Insurance

  Dec 2016 - Jun 2017

  Senior ITSM Practitioner

  Senior ITSM PractitionerReporting to the Service Delivery Manager, responsibilities include:-Responsibilities: • Managing Major Incidents (including Global) to resolution and within SLA targets• Managing and coordinating follow up Problem Management activities• Managing stakeholder communications for Major Incidents and subsequent Problems• Producing Management Information and chairing regular conference reviews• Performing Major Incident Reviews and producing Post Incident Review documentation• Liaison with 3rd Parties to ensure fulfilment of their contractual obligations with regards to resolving Major Incidents and Problems, and providing incident related information and data. Show less

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  Actively Seeking New Opportunities

  Jun 2017 - Oct 2017

  Major Incident & Problem Manager
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  NEST - National Employment Savings Trust

  Oct 2017 - now

  Incident and BCDR Manager

  • Responsible for the management of incidents across the whole of Nest • Responsible for defining the approach to the management of incidents • Responsible for the ongoing existence of and maintenance of incident management approaches across this scope, including all documentation updates.• Responsible for policing adherence to the agreed incident management approaches. • Responsible for briefing senior management including the Chief Operating Officer, CEO and on occasions the Trustee Members regarding high priority incidents, including in crisis situations in the event that these arise. • Across the scope of the role, management of trend analysis for incidents/problems.• Across the scope of the role, responsible for identifying areas of risk or opportunity and reporting these as appropriate. • Responsible for management of operational related incidents raised by team, ensuring appropriate resolution and closure. Show less