Programme Defect Manager and Incident Manager

* Supported functional and business User Acceptance (Pre-Production)
testing across the entire HSBC Bank.
* Drove forward the resolution of defects in Pre-Production with continued
support during and after 'Go Live' in Production.

* Worked with application development, test environment and test support
teams to deliver multi-million-pound upgrades and mandatory regulatory
changes on time.
* Chaired War rooms during testing and review calls post testing to prevent
the same issues occurring as means of a 'Lessons learned' process.

* Supported over 120,000 internal staff.
* Managed incidents affecting daily time sensitive transaction turnover of
10 Trillion pounds.

* Supported worldwide internal, external and E-Commerce based
customers.
* 90% SLA for Sev 2 incidents exceeded month by month since 2010.
* Management, leadership and development of team of 7 Incident Analysts;
dealing with in excess of 1560 severity 1 and 2 incidents.

* Incident Management for the largest multi million pound National Health
Service Government IT Programme in Europe.
* Management in excess of 400 Severity 1 & 2 human life critical incidents in 1
contract year.
* Facilitation of Post Incident Review meetings, producing documentation and
following up on actions taken.
* Creation of MI, Trend Analysis and projection reports.

* Supported UK and Offshore internal, external and E-Commerce based
customers.
* Produced Daily Incident Reports, weekly and monthly KPI reports and Major
Incident Review documentation.
* Chaired conference calls with multiple technical support teams, driving Major
Incidents through to rapid resolution.
* Team members trained in the Axios Assyst incident management tool & ITIL
process.
* Major Incident Manager cover when required.
* Major Incident Team Representative at IT Service Support wide steering