Tom Clarkson

Experience

• 

  Dimension Data UKI

  Jun 2010 - Sept 2019

  • Owning the management of Major Incidents from the time that the case is escalated, to post evaluation review. Identifying and involving all relevant stakeholders in the resolution and timely restoration of service.• Acting as a single point of contact for the critical escalations including all related communication. Documenting escalation action plans and then tracking the escalation within Service Now.• A key part of my role is understanding and assessing how the issue affects the client and identifying the required actions to be taken. This involves investigating problems in systems, processes and services, and assisting with the implementation of agreed remedies and preventative measures.• Conducting post incident reviews after escalations have been resolved. • Assessing SLA breaches and identifying and documenting trends of escalation which are fed into Continual Service Improvement.• Working as Duty Manager out of business hours being the main point of escalation to assist the Service Desk and clients with any issues until resolution. • Occasionally attending client sites to deliver Incident Management presentations, providing an overview of service operations and the escalation procedures. Show less • Worked onsite for 4 weeks in India as part of a team to assist with the transformation of the UK Business and migration of UK Services and clients across to Bangalore. Offering hands on knowledge transfer and helping to ensure a smooth transition of services.• Responsible for working with the Service Desk Manager to lead and direct the Service Desk team and, ensure the efficient management and effective delivery of all managed services.• Covered the Service Desk Manager position in their absence, ensuring all tasks were completed, resource appropriate and SLA’s met on all incidents/requests.• Conducting one to one meetings with team members as part of a performance management process (KPI's).• Worked alongside colleagues to create, implement and maintain service improvement plans. • Working as Duty Manager out of business hours being the main point of escalation to assist the Service Desk and clients with any issues until resolution. Show less • Ensured incidents, managed service requests, changes and problems ranging from critical to low priority were resolved within their own tailored service level agreements. • Analysed, created and amended reports; ensuring data was being utilised to provide the most efficient levels of customer service, by myself and the team.• Managed a varied range of customer communication methods and various applications such as Siebel/ServiceNow whilst providing excellent business-to-business I.T service solutions• Working professionally and efficiently within a small customer focused team in a fast-paced environment, dealing with critical issues on a regular basis with excellent and individually tailored customer service.• Whilst in this role I engaged in site visits with engineers, providing face-to-face business support and solutions. • Assisting with third party and vendor catalogue's to ensure service was most efficient when this information was required Show less

  • Major Incident Manager

    Dec 2017 - Sept 2019

  • Service Desk Team Leader

    Aug 2015 - Dec 2017

  • Service Desk Analyst

    Jun 2010 - Aug 2015
• 

  NTT Ltd.

  Oct 2019 - now

  Major Incident Manager

  • Owning the management of Major Incidents from the time that the case is escalated, to post evaluation review. Identifying and involving all relevant stakeholders in the resolution and timely restoration of service.• Acting as a single point of contact for the critical escalations including all related communication. Documenting escalation action plans and then tracking the escalation within Service Now.• A key part of my role is understanding and assessing how the issue affects the client and identifying the required actions to be taken. This involves investigating problems in systems, processes and services, and assisting with the implementation of agreed remedies and preventative measures.• Conducting post incident reviews after escalations have been resolved. • Assessing SLA breaches and identifying and documenting trends of escalation which are fed into Continual Service Improvement.• Working as Duty Manager out of business hours being the main point of escalation to assist the Service Desk and clients with any issues until resolution. • Occasionally attending client sites to deliver Incident Management presentations, providing an overview of service operations and the escalation procedures Show less