Experience

• 

  Dxc technology

  Aug 2007 - Dec 2022

  Co-ordinate incidents with technical teams for resolution within SLA, sending internal communications if required, performing managerial escalation depending on impact, opening technical audio-bridges and following up till resolution. Assist the Project Manager on a project for an important insurance client. Management of Service Requests, paying special attention to SLAs. Active role in migrating from SNOW to REMEDY.Preparation and presentation of on-line training material for customer and technical teams onhow to use the above ticketing tools. Co-ordinate severity 1/2 incidents for a quick resolution, to cope with SLAs. Tasks involved:notifications and communications (internal/to the customer); quick analysis of system(s) affected; contact and co-ordination with technical team(s); managerial escalation depending on impact; open technical and management audio-bridges when required; follow-up till resolution.

  • Incident Manager

    Apr 2020 - Dec 2022

  • Assistant Project Manager

    Aug 2019 - Mar 2020

  • Service Request Manager

    Dec 2016 - Jul 2019

  • Major Incident Manager

    Nov 2009 - Dec 2016

  • Service Request Coordinator

    Aug 2007 - Nov 2009
• 

  Belron® international

  Jan 2023 - now

  Supply chain incident and problem manager