Kevin Brown
Technology Operations
London
Summary
A highly driven and experienced Senior Incident / Operations Manager with a wide range of knowledge at all levels of Service Operations. Using ITIL frameworks to ensure the relationship between Incident, Change and Problem Management is effective. I understand what good Change Management looks like, which allows for Incident and Problem Management to work seamlessly with each other. Able to communicate at C-Suite level to provide confidence to the business, Customers and Colleagues. I lead by example and am always looking to help or assist Colleagues by driving forward process and improvements. The experience I have gathered running both FTSE 100 and Start-Up organisations allows me to make the best decisions for the business.
Overview
18
18
years of professional experience
5
5
Certification
Work History
Senior Incident / Operations Manager
Babylon Health
London
09.2019 - Current
- Contributed to the build and scale of the Incident and Problem Management processes globally
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
- Assisted in recruiting, hiring and training of team members.
Major Incident Manager (Manager)
Ladbrokes Coral / GVC
London
01.2019 - 09.2019
- Just under a year into my role as a Major Incident Manager, it was deemed necessary for the team to appoint a Manager to oversee the MIM function alongside Change and Problem
- On January 1st I was asked to take on this role
- My demonstrated ability to lead the team and understand the needs of the business made the transition into Major Incident Manager (Manager) seamless
- Ensuring both Agile and ITIL framework is followed as standard has been the biggest attribute within the role and enhances the performance of Service
- Operations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
Major Incident Manager
Ladbrokes Coral / GVC
London
02.2018 - 01.2019
- First and 2nd Line support for the business across the Digital, Retail and
- Technology platforms
- Excellent written and verbal communication comms to the wider business
- Expert business knowledge
- Good relationships with senior stakeholders
- Understanding the Agile world in the Service Operations spaces
- Delegation of workload and process to ensure smooth running of the function
- Profile, Details 07507659791 kevin_jbrown@yahoo.com
- Date / Place of birth
Trading Incident Analyst
Ladbrokes Coral
London
02.2016 - 02.2018
- Level 1 - 3 Support for the entire business
- Primary escalation for an Trading Platform queries or concerns
- Development of New products or improvements
- QA of New Development
- Major Incident Management as part of BAU
- Product
ITIL Foundation, ITIL
01.2017 - 01.2017
Data Management Supervisor
Ladbrokes Coral
London
01.2010 - 02.2016
- Data Entry of all sporting events
- Live Settlement of all sporting events
- Rota Management
- Staff workload delegation
- Incident Management
Telebet Operator / Elite Team Operator / Live, Trader
Ladbrokes Coral
01.2005 - 01.2010
- Answer calls to Coral telephone betting Customers
- As an Elite team operator my duties were to answer calls from the higher end
- Customers of Coral telephone betting, to answer any queries and to settle and void bets whenever necessary
- To ensure the smooth running of all live events covered by the Trading team.
Administrative Support Assistant
Ashley Bean and Co Solicitors
London
01.2003 - 01.2005
- Keeping a detailed archive of all client files
- Attending court and taking minutes and notes of all cases
- Meeting and greeting all clients prior to court appearances
Glasgow
- 01.1985
- Skills
- Incident Management
- Service Now / JIRA / Remedy
- Project Management
- IT Strategy
- Process Improvement
- Hobbies
- Glasgow Celtic.
Education
National Diploma - Sports Science
Redbridge College
London10.2002
High School Diploma -
St Bonaventures Technology College
London08.2002
Skills
- Problem Anticipation and Resolution
- Workflow Optimization
- Staff Management
- ITIL 4 Framework integration
- Operation Monitoring
- Logistics Oversight
- Department Oversight
Certification
- ITIL 4
- Kepner Tregoe
Hobbies
I like to Travel, far and wide. I enjoy reading, watching a lot sports including Football, Baseball and Golf. I collect trainers (ask me)
Timeline
Senior Incident / Operations Manager
Babylon Health
09.2019 - Current
Major Incident Manager (Manager)
Ladbrokes Coral / GVC
01.2019 - 09.2019
Major Incident Manager
Ladbrokes Coral / GVC
02.2018 - 01.2019
ITIL Foundation, ITIL
01.2017 - 01.2017
Trading Incident Analyst
Ladbrokes Coral
02.2016 - 02.2018
Data Management Supervisor
Ladbrokes Coral
01.2010 - 02.2016
Telebet Operator / Elite Team Operator / Live, Trader
Ladbrokes Coral
01.2005 - 01.2010
Administrative Support Assistant
Ashley Bean and Co Solicitors
01.2003 - 01.2005
- 01.1985
National Diploma - Sports Science
Redbridge College
High School Diploma -
St Bonaventures Technology College
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