Jamie Hutchinson
Derby
Summary
Knowledgeable Incident Manager with strong background in team leadership and management. Successfully led diverse teams to achieve project goals through effective communication and strategic planning. Demonstrated proficiency in conflict resolution and performance optimization.
Overview
6
6
years of professional experience
Work History
Team Manager
EXL
12.2024 - Current
- In the role of Team Manager at EXL, responsibilities include leading a team to achieve operational goals and meeting operational SLAs while ensuring a high standard of service delivery
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Implemented new software tools to automate repetitive tasks, enhancing team efficiency.
- Spearheaded quality assurance initiatives, resulting in fewer errors and higher client satisfaction.
- Coached junior team members, improving their skills and confidence in their roles.
- This position involves strategising to improve team performance and fostering a collaborative environment
- Key tasks entail monitoring performance metrics, providing coaching, facilitating professional development for team members and being an escalation point
- Guided the team towards meeting and exceeding performance targets through effective leadership
- Implemented process improvements that enhanced service delivery efficiency
- Conducted regular team meetings to discuss objectives and address challenges
- Encouraged a culture of continuous learning and development within the team
- Established clear roles and responsibilities for each team member, allowing for better accountability and collaboration
- Coordinated with other departments to ensure smooth project execution and timely delivery
- Established and maintained relationships with customers and the client to ensure high service standards
Senior Service Center Analyst
Capita / EXL
08.2019 - 12.2024
- As a Senior Service Center Analyst at Capita/EXL, I specialised in managing and resolving complex incidents to ensure seamless service delivery
- I worked closely with the Incident Management, TOC, and Problem Management teams to monitor, analyse, and improve incident response processes, minimising downtime and enhancing operational efficiency
- My role involved identifying root causes, implementing preventive measures, and optimising service workflows to drive continuous service improvement
- Through effective collaboration and a proactive approach, I ensured swift resolution of incidents while maintaining high service standards
- Incident Resolution & Coordination: Managed and resolved complex incidents by working with technical teams, ensuring minimal business disruption
- Collaboration with Key Teams: Worked closely with the Incident Management, TOC, and Problem Management teams to identify, escalate, and resolve critical incidents
- Incident Response & Prioritisation: Assessed incident impact, prioritised tickets based on severity, and ensured adherence to SLAs
- Root Cause Analysis: Assisted in root cause investigations, providing detailed reports and recommending preventive measures
- Stakeholder Communication: Acted as a point of contact for incident updates, keeping stakeholders informed on resolution progress
- Escalation Management: Identified patterns in recurring incidents and escalated to the Problem Management team for long-term solutions
- Process Improvement: Contributed to refining incident management processes, reducing resolution time and improving overall service efficiency
- ITIL Knowledge: Applied ITIL principles to standardise incident handling and maintain best practices
- Reporting & Trend Analysis: Leveraged monitoring and reporting tools to identify patterns and trends, enabling proactive incident management and continuous service improvement
- Documentation & Knowledge Sharing: Maintained detailed incident records and contributed to knowledge bases to improve future responses
- Reduced incident resolution time by [X]% by implementing a structured triage process
- Developed a new escalation framework that improved communication between Incident Management teams
Education
Level 3 Diploma - Data Professional
Corndel
01.2022
Skills
- Effective communication
- Technical troubleshooting
- Team engagement
- Interpersonal and written communication
- Incident management
- Data collection and review
- Root-cause analysis
- Service management
- Escalation management
- Stakeholder management
Timeline
Team Manager
EXL
12.2024 - Current
Senior Service Center Analyst
Capita / EXL
08.2019 - 12.2024
Level 3 Diploma - Data Professional
Corndel
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