Hannover-Braunschweig-Göttingen-Wolfsburg Region
Results-oriented, experienced leader with extensive skills in the following areas: • Functional and disciplinary leadership • ITIL aligned IT Service Management for large, multi-site customers • Implementation of new and analysis and improvement of existing processes • Customer Relationship Management • Provider Management • IT Operations Management • Escalation Management
Key task of the role is to ensure the efficient and stable operation of all applications and the company’s 24/7 global technology infrastructure, including network, telecommunications, security, servers, cloud-based services, hardware and equipment. Direct reporting line to the Executive Board.
Team Lead of the OI (Operational Integrator) Strategic Incident Management team | E.ON Account and Deputy Head of OI Service Operations (formerly known as International Operations Control Center). The teams were located in Germany, UK and Bulgaria. The team’s main responsibility was the timely resolution of incidents occurring in the Multi-Service Provider environment with a high or even critical impact on E.ON business operations. Adaption of the E.ON IT Critical Incident Management process to the HP standard process. Responsible for the compliance of Service Levels agreed with E.ON IT for OI Strategic Incident Management (SIM). As Deputy Head of OI Service Operations responsible for OI Strategic Incident Management, Problem Management and ITSCM and formerly responsible for the Service Support line processes Change Management, Release Management and Configuration Management. Responsible for all tasks performed by the OI SIM team as well as for shift and on-call resource planning. Responsible for improving the OI Incident Management process and interfaces to other OI Service Management processes. Responsible for producing high quality Critical Incident Review Reports for Problem Management, Senior Executives and key players of the customer. Responsible for SIM policies and procedures. Responsible for Escalation Management.
The team consisted of UK and German members and was mainly responsible for the timely resolution of incidents impacting E.ON's business. Maintained a high level of customer satisfaction by resolving incidents with a potentially critical business impact in a timely manner. Consistenly met the performance targets agreed between HP and E.ON IT for Critical Incident Management. Responsible for all tasks performed by the team as well as for shift and on-call resource planning. Frequently met customer expectation regarding the communication of incidents. As Deputy Head of IOCC responsible for Change Management, Problem Management, Operational Acceptance and Back Office. Responsible for producing high quality Critical Incident Review Reports for Problem Management, Senior Executives and MDs. Responsible for improving the Critical Incident Management process and interfaces to other Service Support processes. Responsible for all Standard Operating Procedures used to steer the process. Responsible for shift-operation and staffing of the International Operations Control Center (IOCC). Responsible for Escalation Management.
The team consisted of UK and German members and was mainly responsible for the timely resolution of incidents impacting E.ON's business. Responsible for all tasks performed by the team as well as for shift and on-call resource planning. Responsible for producing high quality Critical Incident Review Reports for Problem Management, Senior Executives and MDs. Responsible for improving the Critical Incident Management process and interfaces to other Service Support processes. Responsible for the successful implementation of a new communications tool for Incident Management. Responsible for all Standard Operating Procedures used to steer the process. Responsible for shift-operation and staffing of the International Operations Control Center (IOCC). Responsible for Escalation Management.
Coordination of incidents with a high or potentially critical impact. Restoration of the affected IT service(s) within the agreed time frame. Introduced the Critical Incident Review Report that exceeded customer expectations regarding the quality of information provided.
Premium Customer Support for Sparda-Banken and Deutsche Bank. Contributed as Escalation Manager to establish a long term customer relationship by quickly resolving escalated issues.