Mike King

IT Service Assurance Shift Manager @Ocado Technology

Hatfield, GB

Led the refinement of operational practices for Service Assurance and Major Incident teams, ensuring consistent service delivery amid competing customer priorities, and driving cross-team collaboration for shift continuity and high customer satisfaction.Led, mentored and drove the performance of the team ensuring knowledge and capability was in line with Business demands and the introduction of new technologies.Fostered growth through tailored coaching, and personal development plans.Organised the processing of incident tickets and requests ensuring all tickets were managed, updated, communicated and escalated as appropriate.Produced a monthly incident response performance trend report for each global partner/customer.Analysed the performance of Service Assurance activities and resolutions, identifying problem areas, devising and delivering solutions which enhanced the quality of service.Maintained continuity and collaboration across shift teams.(Effective, detailed handovers and unified team culture)