Gabriel Keegan

• Managed and oversaw the incident and request management process: Ensure incidents and service requests are logged, tracked, and resolved within SLA, collaborating with the Service Desk and resolver groups.
• Coordinated with various teams: Ensured timely resolution of incidents and fulfilment of requests, managing all failures, faults, or questions reported by users via the Service Desk or detected by monitoring tools.
• Developed and maintained policies and procedures: Conduct root cause analysis, implement corrective actions, and continuously improve the incident/request management process.
• Prepared and presented reports: Provided incident reports to senior management, including trend analysis to understand patterns and deploy proactive measures.
• Managed escalation activities: Based on a pre-defined hierarchy and communication plan, set expectations on timescales and thresholds for the completion of identified actions.
• Identify measures to minimise future disruptions: Undertook trend analysis of incident tickets and service requests, and supported the enhancement of request fulfilment processes.
• Trained and mentored junior staff: Provided guidance on incident management best practices, ensuring effective management of first-level, second-level, and third-level support.
• Review and update policies: Focus on the continual management and maintenance of supporting documents, coordinating the annual review process

• Communicated between technical and non-technical business stakeholders and interpret between them
• Liaised with stakeholders to ensure smooth communication during incidents.
• Built robust relationships with external vendors for prompt support during system failures.
• Influenced positive change within the organisation by instilling a proactive approach towards potential risks and threats.
• Demonstrated strong leadership skills in managing a cross-functional incident response team.
• Effectively communicated complex technical information to non-technical personnel during crisis situations.
• Improved incident handling by adopting best practices in ITIL framework.

Responsible for the Major Incident Management process as well as normal Incident Management. Managed incident quality and compliance.

• Developed strong processes so that Major Incidents are managed to successful Completion and RCA documents raised.
• Worked with the technical teams to ensure incidents are properly handled, updated and managed through to conclusion.
• •Responsible for major incidents that occur during business hours, running bridge calls and ensuring communications are timely and accurate.
• Provided ownership of the end-to-end incident management process, ensuring the flow is fit for purpose and supports the targeted incident sla’s for customers.
• Defined and delivered scheduled reports and dashboards in a variety of formats that demonstrate performance against kpi’s and any areas of focus required to reduce incident resolution times and volumes

• Responsible for Managing the overall process of finding, fixing, identifying and understanding the underlying causes of incidents, to control and eliminate the root cause to ensure the issues does not re-occur ·
• Provided ownership of the end to end incident management process, ensuring the flow is fit for purpose and supports the targeted incident SLA’s for customers. ·
• Defined and delivered scheduled reports and dashboards in a variety of formats that demonstrate performance against KPI's and any areas of focus required to reduce incident resolution times and volumes.
• Responsible for the production of post major incident reports, ensuring the incident details are comprehensive and allowed for effective root cause analysis.
• Point of contact for all NOC escalations, both external and internal - CSM, Operations Management, etc.
• End to end management of all problems, from initial logging, through to problem resolution/closure and risk management sign off where needed.

• Assisted the Operations Manager with the overall management, development, and assessment of the team and for the achievement of departmental objectives
• Supervision of Incidents, Problems and Changes
• Ensure all customer facing communications is of high quality and appropriate to the client and situation
• Ensure all Incident Reports are sent to the customer in a timely fashion
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Point of contact for all NOC escalations, both external and internal - CSM, Operations Management, etc. - while on shift
• Engage on customer service issues – researching and implementing service and process related improvements
• Participate in customer meetings when a NOC representative is required
• Work in conjunction with the other NOC Shift Leads to craft strategies for improving customer service and enhance customer focus skills
• Update and maintain training material, systems documentation and policy and procedures manuals.
• Complete logical troubleshooting and fault diagnostics, supporting with the swift resolution of customer incidents.

• Evaluated the priority of Incidents, Problems and Changes logged to ensure that all are dealt with appropriately and ensuring that any escalation is processed in a timely manner (diagnosis and resolution)
• Ensured that all customer problems are resolved to a satisfactory conclusion
• Pro-actively communicated with customers base to ensure that they were aware of any upcoming changes or problems which may affect them.
• Investigated and reported incidents, resolving problems effectively and efficiently to deadlines.
• Identified current inefficiencies and recommended changing functionality or behaviours to eliminate concerns.