Mick Rowan

Experience

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  Cable Northwest

  Jan 1994 - Jan 1997

  • Provisioning Service Agent

    Jan 1994 - Jan 1997

  • CSR

    Jan 1994 - Jan 1995

  • CSR

    Jan 1994 - Jan 1995
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  Telewest

  Jan 1997 - Jan 1999

  IT Helpdesk Analyst
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  Virgin Media

  Jan 1999 - Jan 2008

  Developed IT Support in the three areas of an incident lifecycle as defined by ITIL: Incident control, Problem control and Error control. Provided second level support to the Helpdesk, identifying, diagnosing and recording root-cause, carrying out severity analysis and identification of potential problems which could disrupt IT servicesAlong with high visibility calls took ownership of incidents that have exceeded their Service Level Agreement, or had multiple assignments that had been escalated by the customer.As part of business and infrastructure rationalisation, provided on site training to 3rd party Helpdesk in Bangalore India for a new Fault Management System and Best Practice Queue Management.Conceived and assisted in the implementation of an Intranet fault reporting application to provide real time information to IT support teams and to improve the consistency and validity of data saving 25k per year Show less Leading a team of Problem Management Analysts, responsible for mentoring and coaching team members, ensuring high standards were met in the provision of support services, and project deliverables. Adherence to a varied and balanced set of measures and metrics were maintained. As well as seeking out and leading root-cause and continuous improvement activities.Conducted the day to day running of the department, ensuring high/low priority fix, escalations, customer satisfaction and SLA were in line with the KPI targets and Ofcom regulations.Investigated root-causes of Incidents and Problems, recommending and invoking preventative measures as necessary.Major Incident Reviews for any P1 call which fails to meet its SLA. Trend Analysis of Incidents / Problems / Known Errors to look for issues caused by changes, locations, environments, software releases etc. Review processes identified breaches and reported finding to appropriate management teams. Show less

  • IT Incident Manager

    Jan 2002 - Jan 2008

  • Problem Management Team Leader

    Jan 2000 - Jan 2002

  • Problem Management Analyst

    Jan 1999 - Jan 2000
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  Virgin Media

  Apr 2008 - Jul 2010

  Managed a team of 6 Support Analysts and 4 Specialists responsible for the operational support of new and existing technologies and services across Digital TV, Broadband, National and Business provisioning systems. Actively and openly balancing the competing needs of support and delivery to the satisfaction of the customer base. Mentored and coached team members, ensured high standards were met in the provision of support services and project deliverables, ensured adherence to a varied and balanced set of measures and metrics. Sought out and lead root-cause and continuous improvement activities.Day to day running of the department, ensured high/low priority fix, escalation, customer satisfaction and SLA were in line with the KPI targets and Ofcom regulations.Used extensive business and IT skills to assist in the introduction of new Service Level Agreements to the department. Promoted new ways of working where applicable to minimise resistance to change.Identified opportunities to improve the existing method of recording data for the purpose of fault rate reductions (72% tickets p/m) in conjunction with customer empowerment and root-cause fix, active engagement and resource management on IIP Service Improvement.Vendor management specifically 3rd line support with organisations such as F-Secure, Snapfish (hp). Radialpoint and Accenture. Show less

  • IT TEAM LEADER

    Jan 2009 - Jul 2010

  • Appllication Support Analyst

    Apr 2008 - Dec 2009
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  Virgin Media

  Feb 2011 - Jul 2013

  Oversaw the delivery & support of services to the business while making sure the service levels were effective. Providing a link among projects, customers and resources.Ensured 3rd part vendor Accenture delivered application support within the agreed service levels and contractual management goals.Held weekly meeting to discuss and ensured Accenture met their SLA's and metrics. Where there was a failure to SLA's and metrics, I worked with Accenture to understand the issues, gaps or lack of ownership of those failures and to agree a plan of action to prevent future re-occurrences.Other operational activities included managing Accenture BAU support in conjunction with working with key stakeholders to steer business driven projects for the mobile platform, NPC (none project changes). Held weekly meetings with Accenture and internal Care and Triage teams to discuss individual customer account problems that would drive trends and calls in to the contact centres. Held technical reviews of critical service affecting faults within Accenture driving root cause analysis and looking for preventative actions. Ensuring the ITIL methodology of Problem, Known Error and RFC were carried out. Show less

  • Service Delivery Manager.

    Apr 2013 - Jul 2013

  • IT Problem Manager

    Feb 2011 - Apr 2013
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  Qivox

  Jun 2014 - Mar 2015

  Service Delivery Manager

  At Aspect I managed Aspect biggest account within EMEA and APAC generating over $10,000,000 annually. Key responsibilities included: Incident communication, incident management and root cause analysis reporting, ensuring SLA’s were achieved and client expectations were met (or exceeded).Maintained relationships with technical teams, IT, and business partners, managed and implemented BAU initiatives for the client including BAU change management for LBG. Managed the transition phase of transferring the functional, technical and procedural knowledge to Aspect maintenance and support organisation.Produced a monthly service review report compilation and ran the client meetings, including monitor Key Performance Indicators, ensured service related documentation was accurate and kept up-to-date at all times. Ensured quality of practice meet contractual requirements and legal obligations, escalated to take corrective action as appropriateCoordinated and participated in monitoring, review LBG IT auditing processes related to service delivery. Worked and influenced key stakeholders across the business and drove improvements for the customer experience. Worked with key stakeholders within LBG to steer business driven projects for the mobile fraud detection internet banking platform. To develop and facilitate workshops and training courses, transfer of knowledge to LBG staff to ensure the customers system was understood. 3rd party management responsibilities, managed key relationships with external providers such as Telefonica, the Bunker and Evolved Intelligence. Show less

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  Unilever

  Mar 2015 - Aug 2015

  Supplier Manager - Enterprice Technologies Solutions

  Hosted relevant Supplier reviews in order to accurately define specific focus for suppliers and Technical teams ensuring that all aspects of Supplier Control and Service performance were implemented, delivered and operating effectively across the Enterprise Computing domain.Ensured satisfactory service, commercial and overall performance of the major suppliers were engaged by Global Enterprise Computing. Supplier portfolio included: Avanade, Centiq, Cisco, Citrix, EMC, HP, Netscout and Microsoft. Conduct trend analysis with suppliers and technical teams to proactively identify issues and areas for continual service improvement, highlighted and managed supplier risk’s and issues.Identified and managed operational, legal, financial and business impact that may have had a negative effect on the business and its customers. Ensured the hardware estate inventory for all suppliers was correct and up to date within the Data centres and globally and were continually working to ensure the most up to date hardware asset list available. Ensured supplier compliance with the Service Level Agreements, and Underpinning contracts. Engaged with procurement, finance and technical teams during the request for new services or on-boarding of new supplier services and process, monitor and report on GEC Supplier Capital spend. Supported the GECS management team in implementing and continuously improving the processes in Global Enterprise Computing. Show less