frareh

Owned end-to-end major incident lifecycle for P1/P2 events: triage, technical team coordination, real-time stakeholder communication, and post-incident review (PIR) — consistently achieving SLA targets across critical service lines. Led structured problem management investigations using formal RCA methodology; maintained known error records and drove remediation ownership to prevent recurring service failures. Drove Continuous Service Improvement (CSI): identified systemic gaps in incident classification, ticket ownership, and reporting data quality — redesigning workflows that measurably increased director-level confidence in operational metrics. Built and presented monthly MI reports covering incident volumes, problem trends, uptime, and service performance to IT directors and senior stakeholders. Hosted weekly service delivery governance meetings with IT directors, service desk, and facilities teams to review KPI performance, surface service risks, and track improvement actions. Coordinated vendor and third-party escalations during major incidents, maintaining service continuity across internal and external stakeholders simultaneously. Facilitated CAB processes — assessing RFCs for risk, impact, and scheduling conflicts, and representing the service management function in global change forums.

Held line management responsibility for 2 direct reports — performance oversight, workload allocation, and professional development; one progressed directly into a senior analyst role following sustained mentorship. Designed and delivered structured onboarding and training programmes aligned to ITIL best practice, reducing time-to-productivity for new analysts. Acted as operational bridge between frontline analysts and service management leadership, representing team performance in service governance meetings. Primary technical escalation point for complex incidents; led cross-team troubleshooting under pressure to resolve high-impact issues within SLA. Ran daily stand-ups to align team on priorities, SLA status, and live incident queues; contributed to problem record investigations by identifying recurring incident patterns.

Delivered first and second-line support for a large enterprise user base, managing high-volume incident and service request queues within SLA targets. Triaged, categorised, and prioritised incidents in line with ITIL best practice; escalated complex issues to resolver groups with accurate, detailed records. Contributed to knowledge base maintenance by documenting resolutions and workarounds, improving first-contact resolution (FCR) rates. Supported onboarding and offboarding processes including account provisioning, device setup, and access management.