John Fletcher
Critical Incident Manager - Lead @HCLTech
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WORK HISTORY
Critical Incident Manager - Lead @HCLTech
Milwaukee, WI, US
Member of a global Cross Functional team responding to internal and external clients experiencing high priority events and working them to resolution within the agreed Service Level Agreements and Objectives,(SLA/SLO). Manager of 6 off shore Incident Managers who deal with critical incidents, ticket auditing, and escalation of incident tickets requiring certain attention. Experience with many different approaches to major events and how to achieve a successful outcome.
EDUCATION
Northern Illinois University
Bachelor of Science, Biology with a Minor in Athletic Training
Illinois Valley Community College
Associate of Science, Biology
ABOUT JOHN FLETCHER
Experience in service delivery, primarily with availability, change, problem, incident and root cause analysis (RCA) management processes. Achieved best practices through audits, reporting, defect prevention and customer satisfaction surveys. ITSM advocate successfully demonstrating management skills, team leadership, project management, negotiation and instruction of processes / tools through understanding client needs. Organized and detail-oriented with adept ability to see the overall big picture.
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