Manchester, England, United Kingdom
Change Analyst and Major Incident Duty Manager at Manchester Airport Group with an ITIL V4 Foundation Certification. I work within the IT operations teams by consistently applying ITIL principles across key areas, including Major Incident Management, Problem Management, Change Management, Vendor Management and Service Design & Transition.
As a Change Analyst, I play a key role in supporting Change Management, Problem Management, and Incident Management across three airports and with third-party partners. I work alongside the Change Manager to implement best practice processes, minimising disruptions and ensuring smooth transitions, while also collaborating with the Service Delivery Manager on incident and problem resolution. Key responsibilities include: Managing 3,000+ changes annually as part of a team, including minor, major, and emergency changes. Overseeing the change process, ensuring risk assessments, impact analysis, and proper scheduling to avoid conflicts. Preparing major changes for CAB review and enforcing change freeze periods. Using ServiceNow as the core platform for Change, Incident, and Problem Management, ensuring accurate logging, tracking, and reporting across all Service Operations functions. Collaborating with third parties to ensure adherence to the change process. Representing Service Operations in key meetings, providing future change views and incident updates. Leading daily stand-ups with technical teams for timely resolution of ongoing issues. Managing problem records, ensuring problem tasks are completed, and working with third parties to close them out. Supporting major incident management and escalations, stepping in to lead when required. Engaging with the business during incidents to understand the impact and contribute to the post-incident review process. Creating Post-Incident Review (PIR) reports and supporting lessons learned to improve future incident handling. Serving as a Major Incident Duty Manager on a rota, coordinating effective incident resolution.
I work within the IT operations teams as a Service Analyst by consistently applying ITIL principles across key areas, including Major Incident Management, Problem Management, Change Management, and Service Design & Transition. Key responsibilities as Service Analyst: Participating in major incident bridge calls, maintaining timelines, and providing support when possible. Proactively analysing incidents to identify patterns and trends that may indicate underlying issues or problems requiring investigation and resolution. Assisting the problem manager in Post-Incident Review (PIR) calls by coordinating with operations beforehand to gather cost and impact information, and then during the call, collecting tasks and monitoring their progress thereafter. Collaborating with resolver groups to manage incident escalations and problem records until resolution. Contributing to the service design & transition of new projects by facilitating their integration into live service. This includes creating routes to service and knowledge articles, distributing communications to relevant internal teams, and ensuring all necessary arrangements are in place for seamless integration into live service. When necessary, supporting the Vendor Manager in conducting Service Reviews with our third-party vendors. From March 2024 I joined the IT Major Incident Duty Manager Team. This was part of a rota where I would be manging Major Incidents that happened out of hours. Responsibilities for this included: Leading the management of major incidents from identification to resolution, ensuring coordination among resolver groups, which includes internal and external teams. Providing clear and timely updates on incident status and progress, prioritising incidents based on their impact. Managing bridge calls between resolver groups, maintaining an accurate timeline of events for use in the post-incident review, and leading troubleshooting efforts.
Working in the insurance sector for DXC on the service delivery team. Main responsibilities included managing the risk register, fulfilling resourcing needs of the operations team and producing presentations for and then managing the monthly service review boards