Simon Albert

• Owning and managing Major Incidents end to end through to restoration of services in line with apt service levels and adhering to stipulated escalation procedures.
• Participating and driving major incident resolution calls with command and control to facilitate incident determination, recovery and resolution.
• Communicating and interfacing with key technology and business stakeholders to provide updates on key milestones, strategic development, and potential risks of Major Incidents.
• Identifying, analyzing and initiating the escalation procedures during the lifecycle of a Major Incident based on the impact and severity.
• Performing Problem Management for Infrastructure related Incidents.
• Escalating to responsible third tier support and business operations teams if problem management root cause is not located within the direct control of the Incident group; beyond the skill levels of the team or past established recovery time target.
• Analyzing Incident and Problem data on a weekly, monthly and quarterly basis and providing apt updates to senior management in a dashboard format.

• Major Incident Manager and a SPOC for IT Leadership Team.
• Responsible for recovery of failed IT services (Application and Infrastructure) and activities during a major outage. 
• Broadcasting Major Incident Communications within specified timelines.
• Governing the process of capturing Incident data accurately and properly documenting chronology with timelines in addition to impact and resolution duration associated with KPI’s.
• Participating in problem management calls with technical teams in order to identify root cause and stop the repeat of major incidents.
• Played a significant role in ServiceNow transition program.
• Built ServiceNow dashboard and reports accustomed to business needs.

Completed Bachelors Degree in Bsc. Mathematics, 2008-2011