Steven Smith

Senior Incident Manager @Talktalk

Manchester, GB

Responsible and accountable for the management and coordination of major P1, P2 and P3 System, Network and Security incidents across the entire TalkTalk estates whilst ensuring the ITIL framework is utilised for best practice. Engagement with engineering teams and key stakeholders to ensure business and/or consumer service interruptions are driven to timely, concise efficient resolution. Coordination with Problem and Change Management teams and key business stakeholders to establish the full root cause of all major Incidents, Problems and events. • Responsible, accountable and take ownership for the management of major P1, P2 and P3 Network and System Incidents across the entire TalkTalk Residential and Business estate. • Responsible, accountable and take ownership for the management of resolving Problem Records, assisting with Problem Management and contributing to the KEDB. • Proactively and reactively providing temporary and permanent resolutions to Incidents and Problems. • Engagement with all required engineering teams, 3rd party vendors, Resellers and stakeholders to fully understand impact to the business and/or consumer. • Responsible for ensuring that all major System, Network and Security Incidents are driven to a timely resolution. • Responsible for ensuring that all major Incident notifications and updates are communicated to key business stakeholders whilst maintaining an appropriate language suitable for the audience. • Responsible for chairing Technical Bridge and Conference calls to drive Incidents, Problems and events towards a resolution. • Ensure accurate Root Cause Analysis is produced upon resolution and/or closure of an Incident, Problem or event. • Regularly produce weekly reports on all major System, Network and Security Incidents, Problems and events. • Offer support to Major Incident Management during critical P1 and MSO Incidents.

Bridgewater Schoool - Worsley

Private Education