Daniel Clewley
Senior Major Incident Manager @Marsh McLennan
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WORK HISTORY
Senior Major Incident Manager @Marsh McLennan
Milton Keynes, GB
Managing and co-ordinating severity 1/2 incidents for a colleague / customer base of Establishing the impact to business and ensuring the issue is progressed appropriately based on impact assessment and that incidents are being progressed in accordance with agreed SLA\'s- Engaging multiple support teams to investigate different infrastructure areas (i.e. Server, Storage, Network, Application)- Sending alerts to the appropriate stakeholders, to provide key update information on the details of the issue, the impact to the business and the steps taken to investigate and resolve the issue- Convening technical/management conference calls to co-ordinate the investigation, and to keep colleagues verbally up to date on the progress- Co-ordinating investigation\'s with a view to restoring service as quickly as possible: i.e. Looking at any possible steps that can be taken to mitigate the impact such as DR facility or suitable secondary fail over- Providing a full incident handover to the Problem Management team upon resolution of the incident, to follow up on root cause analysis.
EDUCATION
Milton Keynes College
A Level Distinction, Advanced Business Administration
SKILLS
ABOUT DANIEL CLEWLEY
A hard working, dedicated team player with over 10 years experience working in an IT support environment. I am a focused, methodical worker who always pays close attention to detail and strong communicator. Over the course of my career in IT, I have developed from a first line analyst to an experienced Incident Manager. I have spent the last five years managing Severity 1/2 incidents for multiple customers, working closely with Service Management and Problem Management teams to ensure we provide a successful all round IT service around the clock, in order to restore any critical loss of service as quickly as possible, within agreed SLA\'s, and also looking at proactive steps to provide better service stability.
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