Joseph Butler
Bollington,Cheshire
Summary
Enterprise Support Shift Lead with extensive experience in managing critical infrastructure operations and ensuring 24/7 availability for enterprise-level customers. Demonstrated expertise in incident management, team leadership, and change management, achieving top QA scores and facilitating cross-functional communication to resolve high-impact incidents. Proven track record in enhancing operational efficiency through workflow optimisation and documentation management, while maintaining customer satisfaction for major brands such as MyProtein and Coca-Cola. Committed to continuous improvement and staff training, with a positive attitude towards achieving career goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Enterprise Support Shift Lead
THG Ingenuity
Manchester
10.2025 - Current
- Acted as the primary escalation point for major incidents, change management and any other issues the team faced, facilitating cross-functional communication and resolution of high-impact incidents.
- Enhanced team performance to maintain 24/7 availability for enterprise networks and warehouses.
- Assisted in leading shift operations within a global operations centre to support the stability and performance of critical infrastructure.
- Created rota to optimise staff availability and skillsets, minimising reliance on overtime.
- On call one to two weeks per month to assist the night team with major incidents out of hours.
- Led training sessions for new hires, focusing on customer service excellence and operational procedures.
- Conducted performance reviews, delivering constructive feedback and establishing clear objectives for team members.
- Participated in hiring interviews for the team transition from the UK to India.
Senior Enterprise Support Engineer
THG Ingenuity
Manchester
01.2025 - 10.2025
- Managed major incidents and changes for global enterprise customers and internal brands, minimising downtime and optimising service delivery.
- Maintained the highest QA scores within the team, reaching 100% in the incident management role for 2025, and 99% for the incident communication role.
- Supported major brands such as MyProtein, Lookfantastic, Matalan, and Coca-Cola in achieving client satisfaction through tailored support solutions.
- Refined workflows and owned team documentation, improving clarity and accessibility for enhanced operational efficiencies.
Enterprise Support Engineer
THG Ingenuity
Manchester
05.2023 - 02.2025
- Led enterprise-level troubleshooting in 24/7 global operations centre, minimising downtime and enhancing service continuity.
- Achieved the highest QA scores within my team of 98% for major incident management and 99.5% in incident communication roles for 2024.
- Maintained operational status of e-commerce sites, warehouses, and network infrastructure, safeguarding business functionality.
CSOC Technical Analyst
ANS Group / UKFast
Manchester
01.2023 - 05.2023
- Coordinated incident management to achieve timely resolution and ensure uninterrupted service continuity.
- Managed out-of-hours maintenance and incident response using advanced monitoring solutions to maintain system reliability.
- Collaborated with cross-functional teams to design and deploy IT solutions aligned with business objectives.
- Designed custom reports to meet specific departmental needs, enhancing data analysis capabilities.
- Built strong relationships with key stakeholders and business users through networking and excellent service.
Public Sector Support Specialist
ANS Group / UKFast
Manchester
11.2021 - 01.2023
- Assisted specialised teams in delivering vital support for public sector infrastructure projects, enhancing project outcomes.
- Collaborated in shifts to manage a high-volume 1st line call queue for public sector personnel, ensuring timely technical assistance.
- Maintained compliance standards while delivering consistent technical support, contributing to operational integrity.
IT Apprentice
UKFast
Manchester
09.2020 - 11.2021
- Provided first-line support for customers through ticketing system and phone, ensuring timely resolution of issues.
- Proactively monitored system performance to identify and address potential issues before they impacted users.
- Administered server operations, contributing to improved system reliability and performance.
- Supported backup processes to ensure data integrity.
- Shadowed second-line support teams to further develop my knowledge, and to ascertain my interests for future roles.
Education
Level 3 Advanced Diploma - IT
Cheadle College
01-2020
GCSEs -
Bramhall High School
01-2018
Skills
- Incident management
- Change management
- Escalation management
- Operational efficiency
- Workflow optimisation
- Quality assurance
- Performance evaluation
- Documentation management
- Team leadership
- Staff training
- Cross-functional communication
- Customer satisfaction
- Continuous improvement
- Written and verbal communication
- Positive attitude
Certification
- ITIL V4 Foundation
- CompTIA Network+ ce
- LogicMonitor Certified Associate
- L3 Infrastructure Technician (Distinction)
- L3 Business Processes
- L3 Coding and Logic
Timeline
Enterprise Support Shift Lead
THG Ingenuity
10.2025 - Current
Senior Enterprise Support Engineer
THG Ingenuity
01.2025 - 10.2025
Enterprise Support Engineer
THG Ingenuity
05.2023 - 02.2025
CSOC Technical Analyst
ANS Group / UKFast
01.2023 - 05.2023
Public Sector Support Specialist
ANS Group / UKFast
11.2021 - 01.2023
IT Apprentice
UKFast
09.2020 - 11.2021
Level 3 Advanced Diploma - IT
Cheadle College
GCSEs -
Bramhall High School