Bobby Jones

Experience

• 

  Fujitsu

  Mar 2008 - Sept 2011

  • Identify and resolve Major Incidents which affect system availability, by utilising whatever resources are necessary to achieve resolution within the overarching authority of the Senior Service Manager.• Lead, manage and co-ordinate all resources and areas of expertise to ensure that a resolution is achieved within projected timeframes and meet the expectations of the customer and user community.• Ensure that all Incidents that meet the criteria for escalation, are dealt with effectively and efficiently to promptly restore service to the customer and user community.• Complete post-incident reviews (PIRs) for high-severity Major Incidents ensuring forward actions are implemented. Feed into Problem Management when applicable.• Carrying out audits and quality checks to monitor the team’s performance and adherence to KPIs.• From Feb 2011 responsible for a number of Team Leader duties including managing staffing levels (allocating leave/shift swaps), representing the team on KPI conference calls & queue managing and making presentations to staff members. Show less

  • Incidents & Alerts Co-ordinator

    Sept 2008 - Sept 2011

  • Customer Support Analyst

    Mar 2008 - Sept 2008
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  Atos

  Sept 2011 - Dec 2015

  • Point of escalation for the P1/2 incident management team; taking over management of incidents that may require greater account knowledge or more focused handling and providing assistance with customer communication when required.• Creating and updating work instruction documents relating to incident management. Liaising with fellow suppliers to ensure end to end process is consistent, agreed and adhered to.• Arranging and chairing regular meetings with the customer, 3rd party suppliers & internal Service Management to discuss improvements and process adherence.• Producing post-incident reports. Show less • Management of high priority incidents experienced across Atos government contracts. These incidents are complex infrastructure and application failures requiring knowledge of all aspects of IT along with management and communication skills. • Dealing directly with customers in a courteous, efficient and effective manner ensuring that good relationships are maintained.• Ensure all high severity incidents meet SLA and are linked effectively and managed in accordance with ISO20K best practice standard.• Initiate voice conferences and to drive incident resolution at effective times within the incident life-cycle. Show less

  • 24/7 Incident Management Shift Leader

    May 2015 - Dec 2015

  • Senior Incident Manager

    Dec 2011 - May 2015

  • Incident Manager

    Sept 2011 - Dec 2011
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  Sungard Availability Services UK & Ireland

  Jan 2016 - Jul 2020

  Senior Major Incident Manager

  • Ownership and management to resolution of all major multiple Customer incidents and crisis incidents including planned program of works affecting Sungard AS services and facilities, including assisting and guiding technical teams to execute fail-over procedures.• Act as primary Incident and Event Manager for all internal critical (internal crisis declaration)issues affecting Sungard AS internal infrastructure and Customer provisioned services . Drive ahigh sense of urgency in actions and communications.• Responsible for all follow-up activities for managed incidents including holding post-mortems, authoring Service Incident Reviews (SIRs) for Service Management and raising and managing resulting Problem Records.• Provide exceptional customer service through timely communication, professionalism and a strong sense of urgency to our customers and fellow team members. Show less

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  Akamai Technologies

  Aug 2020 - now

  Engagement Manager