Problem Manager - KBR Systems Austin
(2025-11)
- Managed reactive and proactive Problem Management activities across business-critical and safety-related services, driving root cause analysis, Known Error management, and preventative actions to reduce repeat incidents
- Led and facilitated RCA investigations, Problem Reviews, PIRs, and technical review sessions involving internal teams, suppliers, and operational stakeholders to identify root causes and coordinate permanent fixes
- Owned and progressed Problem Records end-to-end, ensuring accurate categorisation, prioritisation, documentation, and governance in line with ITIL practices and agreed SLAs
- Investigated complex service failures and recurring operational issues, identifying process, technical, and governance gaps contributing to service disruption and operational risk
- Coordinated suppliers and technical teams during Problem investigations, ensuring accountability, timely delivery of actions, and effective progression of corrective and preventative measures
- Established Known Error records and implemented workaround strategies to minimise business impact while permanent remediation activities were progressed
- Identified and delivered continual service improvements, including ServiceNow notification automation, monitoring enhancements, improved ticket visibility, and strengthened Problem investigation processes
- Produced Problem trend analysis, service reporting, RCA documentation, and management updates to support service assurance, governance, operational resilience, and continual improvement initiatives
- Worked closely with Major Incident, Change, Service Delivery, and technical teams to ensure lessons learned, defects, risks, and improvement actions were captured and progressed to completion
- Supported Major Incident Management activities during high-priority outages, ensuring effective escalation management, stakeholder communication, service restoration coordination, and transition into Problem Management for permanent resolution
Incident and Problem Manager - NetCompany (National Highways Infrastructure)
(2025-06 - 2025-10)
- Acted as the primary escalation point for Major IT Incidents impacting business-critical and safety-related services, taking full ownership of service restoration within agreed SLAs
- Led and coordinated P1 and P2 incidents response across internal teams and multiple suppliers, ensuring controlled, auditable handling in line with public-sector governance
- Established and managed P1 and P2 incidents communications, providing clear, timely updates to National Highways stakeholders throughout the incident lifecycle
- Monitored incident progress and risks, making proactive interventions to remove blockers and accelerate restoration
- Maintained accurate and complete incident records within the ITSM toolset, ensuring traceability and compliance
- Produced Major Incident Reports, chaired Post-Incident Reviews (PIRs), and ensured actions and problem records were raised, owned, and progressed with suppliers
- Delivered daily, weekly, and monthly reporting on Major Incidents and Problem trends to support service assurance and continuous improvement
- Managed reactive and proactive Problem Management, driving root cause analysis and preventative actions to improve service resilience
- Chaired Problem Reviews, RCA sessions, and Change Implementation Review (CIR) meetings, ensuring lessons learned were captured and actions implemented
- Worked closely with suppliers to ensure accountability, timely resolution, and alignment to National Highways service objectives
IT Change Consultant - EGA Tech LTD (VirginMedia02 Project)
(2024-10 - 2025-04)
- Supported the Baseline & Change Lead in applying the change management framework and governance processes across the Delivery Programme
- Coordinated and facilitated change management activities, acting as the central point of contact for all change-related matters
- Assisted in developing and implementing baseline management strategies, procedures, and documentation standards
- Ensured change governance aligned with programme reporting cycles and decision-making timelines
- Advised Project Managers, Change Owners, and Supply Chain partners on change control policies and procedures
- Facilitated and tracked change requests from engineering and delivery teams to ensure accurate assessment and implementation
- Monitored and reviewed the quality and completeness of change proposals and supporting documentation
- Delivered training and provided guidance on change management tools, processes, and best practices
IT Service Management Analyst - NHS England (NHS Digital)
(2022-09 - 2024-09)
- Delivered IT services aligned with business needs and SLAs, ensuring consistent service quality
- Tracked, analysed, and reported IT service performance, providing insights to stakeholders for decision-making and improvement
- Managed IT vendors through SLA/KPI monitoring, performance reviews, and risk reporting to align services with organizational goals
- Managed and prioritized incidents and problems for NHS England digital services, ensuring timely resolution and effective stakeholder communication
- Conducted Post Incident Reviews, Root Cause Analysis, and trend analysis to identify recurring issues, implement permanent fixes, and drive service improvement
- Created an incident priority matrix and ensured accurate documentation in ServiceNow and Jira for audits, metrics, and problem management
- Analysed incident management metrics (e.g., MTTR, SLA compliance) and implemented corrective actions to enhance performance
- Reviewed and approved changes through Change Advisory Board meetings, assessing risks, benefits, and remediation plans
- Applied SIAM principles across vendors for incident, problem, and service transition, ensuring clear ownership, effective triage, and robust governance
- Produced and maintained process guidance, service catalogues, and knowledge articles in Confluence and ServiceNow
Incident & Request Analyst - DHL Supply Chain UK LTD
(2019-05 - 2022-09)
- Managed and prioritized incidents based on business impact and urgency, coordinating with vendors, engineers, and stakeholders to ensure timely resolution
- Led major incident responses, delivering clear stakeholder communications and conducting post-incident reviews to capture lessons learned
- Identified recurring incidents through trend analysis and worked with technical teams to implement long-term solutions
- Oversaw vendor contracts and performance, ensuring compliance with SLAs and organizational standards
- Defined, monitored, and improved KPIs and SLAs to drive service quality and continuous improvement
- Enhanced incident, problem, and request fulfilment processes, reducing resolution times and improving user experience
- Conducted UAT for applications including Kronos, JDA TMS, and Locus to validate functionality and ensure smooth deployments
Buyer - Mustang Procurement Services UK LTD
(2016-01 - 2019-05)
Contract Specialist - Yorkshire Water PLC, UK
(2015-09 - 2015-12)
Procurement Manager - Lafarge Africa PLC, Nigeria
(2012-07 - 2014-09)
Expediting Manager - Lafarge Africa PLC, Nigeria
(2009-05 - 2012-06)
