Open to opportunities

Dawson Moses Wycliff Gollamandala

@dawsonmoseswycliffgo

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Dedicated Problem & Incident Manager with 10+ years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that fosters collaboration, values continuous improvement, and offers opportunities for professional growth.

I am a dedicated Problem & Incident Manager with over a decade of experience in IT service management. My career has been marked by a proven track record of efficiently resolving incidents, conducting thorough root cause analyses, and implementing proactive problem management strategies. I thrive in dynamic environments and am eager to leverage my expertise to contribute to an organization's IT operations team.

In my current role as Program Lead for Major Incident Management at Teleperformance, I spearheaded the MIM program, establishing robust frameworks and streamlined processes that proactively identify and resolve critical integration incidents. My strategic planning efforts have focused on high availability and performance optimization, while my leadership has fostered a culture of accountability and continuous improvement among my cross-functional team. I have successfully collaborated with key technology vendors to ensure timely resolutions and maintained comprehensive documentation to align with industry standards.

Throughout my career, I have consistently achieved significant improvements in incident resolution times and customer satisfaction. My commitment to excellence is reflected in my ability to mentor and train team members, ensuring they are equipped with best practices in incident and problem management. I am passionate about driving continuous improvement initiatives and enhancing overall process effectiveness, making me a valuable asset to any organization.

Experience

Work history, roles, and key accomplishments

Current

Program Lead, MIM & Integration Oversight

Current

Teleperformance

Jan 2025 - Present (5 months)

Spearheaded the Major Incidents Management (MIM) program, establishing robust frameworks and streamlined processes for critical integration incidents. Served as the primary escalation point, leading rapid resolution efforts, conducting root cause analyses, and driving comprehensive post-incident reviews. Managed and mentored a cross-functional team, fostering technical excellence and professional

Incident Management Root Cause Analysis Strategic Planning Risk Mitigation Performance Monitoring Team Leadership Vendor Management Documentation

Major Incident /Change/ Problem Management

Royal Mail

Jan 2023 - Dec 2024 (1 year 11 months)

Directed the incident management team to address high-severity incidents, ensuring swift resolution and minimal business disruption. Led root cause analysis for recurrent issues, implementing corrective measures and refining processes to achieve a 30% reduction in resolution time. Managed changes systematically through CAB implementation, minimizing disruptions and maximizing organizational benefi

Incident Management Change Management Root Cause Analysis Risk Analysis Process Improvement Customer Satisfaction

Major Incident / Change / Problem Management

Zurich Insurance

Jul 2022 - Aug 2023 (1 year 1 month)

Managed the end-to-end lifecycle of incidents, ensuring SLA compliance and minimizing downtime while serving as the primary escalation contact. Conducted post-incident reviews to identify improvement opportunities and monitored incident trends using data-driven insights. Coordinated IT change initiatives, leading CAB meetings and utilizing ITSM tools for effective change management.

Incident Management Change Management SLA Management Post Incident Review ITSM Data Analysis Risk Management Team Leadership

Major Incident / Change / Problem Management

Ingram Micro

Feb 2013 - Mar 2022 (9 years 1 month)

Orchestrated major incidents using Dev-Ops methodologies, ensuring best-in-class service delivery under expected SLAs. Led problem investigations and comprehensive root cause analyses, developing action plans to prevent recurrence and maintaining detailed problem records. Drove continuous improvement initiatives within the problem management function, enhancing overall process effectiveness.