Vipon Teji

Senior Planner @Getronics

As the central point of contact for incident escalation, my role involves identifying and resolving conflicts and bottlenecks. I am responsible for managing a Planning team within the CIC department, focusing on the main escalation points for Field Services, including customers, field engineers, and management. Additionally, I serve as the key account user for an in-house system specifically designed for UK operations. I drive, develop, and manage the major incident process, along with the associated procedures and systems. To ensure effective monitoring, I manage and run a weekly report that tracks all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Collaboratively, I participate in the creation of action plans with clear actions and deadlines, taking full accountability for plan delivery. Post-incident, I document recovery steps to establish the root cause, contribute to process improvements, identify deviations, and facilitate the creation of a Knowledge Base. I also develop and maintain a skills matrix for agreed Critical Systems, which proves valuable in incident situations.