Daniel Watson
Brno
Summary
Customer-focused professional with successful 15-year career in the IT sector. Experienced Major Incident and Problem Manager with good knowledge of Service Management as a whole.
Overview
16
16
years of professional experience
Work History
Service Restoration Manager
Zebra Technologies
10.2021 - Current
- Leverages deep knowledge of the organization and Zebra’s business processes and solutions to drive resolution of complex issues not resolved within service level agreements or through the normal support path with focus on quick restoration of service to normal levels and minimizing impact on the customer’s operations
- Cases are typically “critical” in nature – with immediate, widespread /significant, direct impact on a customer’s operation
- Project managing resolution of the issue by collaborating internally with engineering, technical support, customer and partner services, IT and other stakeholders as appropriate
- Updating customers directly where appropriate and feeding updates and resolution to assigned customer-facing resources to convey
- Communicates directly and regularly with senior management internally and in the customer’s organisation
- Leveraging strong influencing skills to resolve issues
- Owns internal reporting / updates on the status of resolution to management and other stakeholders until resolved
- Resolution may include redirecting the case to other functional teams (Customer and partner services, core technical support, repair operations, supply chain, or other organizations) with specific instructions on the next steps to take
- Identifying trends in incident cases or data
- Uses data to drive recommendations for changes to service, training, or business processes
- Proactively working with management to identify and address incidents that may be aging or escalating
- Hiring and training of newcomers
- Maintaining audit-readiness.
Integrated Service Manager
IBM Global Service Delivery Centre
01.2021 - 10.2021
- Managing/owning Incident, Problem & Change processes
- Leading teams through incident, problem and change management
- Ensuring the smooth operation of customers’ IT infrastructure
- Ensuring delivered solutions are realised within committed time frame and meet client expectation
- Establish a quality management system: tracking of project milestones, quality, and KPIs
- Interacting with the Account teams and Customers
- Managing project risks, issues, and dependencies, implementing effective mitigation strategies
- Interacting with the Account teams and Customers
- Managing and maintaining the IT infrastructure
- New service preparation and change management processes
- SPC for critical customer escalations and providing timely solutions to keep their systems secure, reliable, and efficient.
Account Process Manager – Incident Management and Hardware Maintenance Manager
IBM Global Service Delivery Centre
04.2019 - 01.2021
- Identifying R&C control point exceptions and R&C tool exceptions
- Identifying and implementing required process asset updates
- Communicating new or changed process assets
- Identifying and implementing changes which lead to the continuous service improvement (CSI)
- Establishing measurements to improve process effectiveness and efficiency
- Reporting of process status and progress to peers and executives
- Identifying and managing Critical Success Factors (CSFs), Control Points (CPs), and Key Performance Indicators (KPIs)
- Identifying and implementing required process asset updates
- Communicating new or changed process assets
- Ensuring RACI matrix is deployed when process governance responsibilities are delegated or duplicated among multiple resources
- Supporting the IBM processes with technology including cross-integration and automation
- Acting as main contact point for the Incident Process including communication with clients, service providers, management and external groups
- Being the main interface for the process during an audit (e.g
- Presenting the process design and it's specifics)
- Maintaining audit-readiness.
Problem Manager and Hardware Maintenance Manager
IBM Global Service Delivery Centre
06.2017 - 04.2019
- Problem Manager: Analysing and initiating Root Cause investigations including the creation of tasks/actions with technical teams in order to find Root Causes and fix known errors to prevent future occurrences
- Coordinating meetings/calls between technical teams, SDMs, Delivery Project Executives and the customer to develop implementation plans for known errors
- Documentation of all problems and known errors
- Maintaining an inventory of ongoing problem investigations including current statuses and needed actions
- Identifying incident trends with a view for initiating proactive problem investigations
- Developing Service Improvement Plans with information gathered from the technical teams
- Reporting of ongoing/overdue problem investigations presented during weekly Service Management meetings
- Weekly interlocks with customer counterparts
- Hardware Maintenance Manager: Escalation point for hardware issues/failures within the IBM infrastructure hosting customer applications
- Supporting end to end process for hardware replacements and driving hardware related incidents to resolution
- Communication and coordination with 3rd party vendors for speedy recovery of loss of service
- Including, but not limited to, arranging 3rd party technicians to visit IBM datacentres within the agreed timeframe between IBM and the customer
- Regular interlocks with responsible IBM teams (esp
- Linux, Solaris), including refresher training courses for hardware processes
- Regular interlocks with 3rd party vendor management (TSS, Oracle) with a focus on continuous service improvements.
Incident Manager (Manager On Duty)
IBM Global Service Delivery Centre
04.2015 - 06.2017
- Part of a 24x7 Incident Management team available on site covering 12 hour shifts
- Major incident impact assessment, notification, proper escalation and response, leadership to resolution, proper closure and related reporting for a major IBM client
- Monitoring and driving efficiency and the effectiveness of Incident Management processes and making recommendations for improvement
- Working closely with Problem management team to identify trends and suggest improvements
- Assuring secure and successful work-arounds are implemented within SLA to contain outage impact
- Ensuring that all IT teams follow the incident management process for every incident.
Team Leader SA&D IMT France
IBM Global Service Delivery Centre
08.2010 - 04.2015
- Leading a 5-person team for IMT France (Service Activation and Deactivation)
- Ensuring security compliance and health checks of all new servers
- Management of ticket triaging including workload tracking and distribution
- Weekly reporting to France Security Managers
- Storage and quality assurance of all evidence
- Advisory role in creation of new processes concerning SA&D
- Updating/editing and implementation of new process working instructions
- 1st Level escalation management
- Ensuring customer SLAs and KPIs are maintained
- New hire training.
Helpdesk Team Leader
IBM Global Service Delivery Centre
01.2010 - 08.2010
- Availability Management of a large 35 head Helpdesk
- Ensuring customer SLAs and KPIs are maintained
- Shift/holiday and sickness management
- Coaching and mentoring
- New hire training
- 1st Level escalation management
- Workload distribution
- Reporting and trend analysis including demand forecasting utilising PBC (Performance Behaviour Charts)
- Ensuring team compliance with customer ITIL and IBM’s ISO and GDF (Global Delivery Framework) standards
- Producing daily team newsletter
- Team meetings & 121s are tracked against defined KPIs
- Back up for Delivery Manager.
Customer Services Representative
IBM Global Service Delivery Centre
08.2008 - 12.2009
- Handling of inbound technical helpdesk calls for IBM Global blue chip customer
- Providing a high level of customer service
- Designated focal point for all English-speaking countries
- Team new-starter trainer
- Quality assurance analyst – Including representing the Brno location on a weekly quality meeting with the global customer
- Back up team leader responsibilities covering Holidays/sickness of the primary team leader
- Ensuring KPI and SLA targets met.
Education
AS Level: Business Studies (C) -
Ilford County High Sixth Form
11.1997
GCSEs: 1 A (Spanish), 5 B’s (inc. Maths, Science and English), 3 C’s. -
Ilford County High Grammar School, Essex
07.1996
Skills
- People and time management
- MS Office: Word, Excel and Powerpoint
- Key Performance Indicators
- Complex Problem-Solving
- Team Leadership
- Process Improvement
- Effective Communication
- Ticketing tools: Maximo and Service Now, Jira
- ITIL v4 certified
- Six Sigma Yellow Belt in progress
Personal Information
Nationality: British Citizen
References
Available upon request
Timeline
Service Restoration Manager
Zebra Technologies
10.2021 - Current
Integrated Service Manager
IBM Global Service Delivery Centre
01.2021 - 10.2021
Account Process Manager – Incident Management and Hardware Maintenance Manager
IBM Global Service Delivery Centre
04.2019 - 01.2021
Problem Manager and Hardware Maintenance Manager
IBM Global Service Delivery Centre
06.2017 - 04.2019
Incident Manager (Manager On Duty)
IBM Global Service Delivery Centre
04.2015 - 06.2017
Team Leader SA&D IMT France
IBM Global Service Delivery Centre
08.2010 - 04.2015
Helpdesk Team Leader
IBM Global Service Delivery Centre
01.2010 - 08.2010
Customer Services Representative
IBM Global Service Delivery Centre
08.2008 - 12.2009
AS Level: Business Studies (C) -
Ilford County High Sixth Form
GCSEs: 1 A (Spanish), 5 B’s (inc. Maths, Science and English), 3 C’s. -
Ilford County High Grammar School, Essex
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