Garry Thompson

Service Incident Manager Vodafone Global Enterprise @Vodafone

A highly motivated Service Management Professional with years of experience of working in demanding technical environments, Including voice, data, broadband, mobile network Part of the fixed line Incident Management Team working within an ITIL based Incident Management framework to coordinate and drive resource in order to restore normal service operation as quickly as possible minimising the disruption to customers businesses. Continually identifying and driving improvements across the business in order to achieve the best possible levels of service quality and availability whilst developing best practice. The role involves- Escalated Incident Management- Major / multiple Incident Management- Incident progress & resolution communications- Driving/contributing to technical investigation- Internal & external progress bulletins- Incident progress & reason for outage/root cause if available- Development of workarounds/process enhancements- Creating customer and business reports- Improvement action assignment & tracking- Incident Management team mailbox monitoring & processing- Monitoring the effectiveness of the Incident Management process and making recommendations for improvement.