Open to opportunities

Gordon Dahms

@gordondahms

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Experienced IT Incident Manager focused on incident resolution, process improvement, and stakeholder communication.

United Kingdom

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What I'm looking for

I seek a role where I can lead incident response, improve processes, collaborate with stakeholders and third parties, and drive continual service improvement within a resilient, service-focused team.

I am an experienced IT Incident Manager with a strong track record in major incident handling, process redesign, and cross-team coordination across financial services organisations. I have led incident and major incident responses, managed P1/P2/P3 escalations via ServiceNow, hosted post-incident reviews and CAB meetings, and worked with third parties like IBM, Experian, Fiserv, Microsoft, BT and Vodafone to restore services and reduce recurrence.

I deliver continual service improvement by redesigning processes, creating runbooks and guidance, developing reporting (including PSD2-related reporting), and building tools to monitor system performance using platforms such as Splunk, NCC and Systrack. I provide out-of-hours on-call support, train operational teams, and maintain strong stakeholder communications to ensure efficient resolution and effective business continuity.

Experience

Work history, roles, and key accomplishments

IT Incident Manager

BNY Mellon Pershing

Aug 2024 - Aug 2025 (1 year)

Reviewed and redesigned incident processes, reduced waste and improved efficiencies, coordinated multi-team recovery for operational incidents and supported 24/7 out-of-hours response across clients and vendors.

Incident Management ServiceNow Root Cause Analysis Vendor Management Continuous Improvement

Major Incident Manager

Virgin Money

Dec 2023 - Mar 2024 (3 months)

Managed P1/P2/P3 major incidents via ServiceNow, hosted incident and security calls, created process guides, participated in CAB and led post-incident reviews to improve incident response.

Major Incident Process ServiceNow CABS Post Incident Review

Incident Manager

Tesco Bank

Jun 2015 - Oct 2023 (8 years 4 months)

Triaged and managed bank-wide incidents, coordinated with internal teams and third parties (e.g., MasterCard, Fiserv, Experian) to resolve issues, created tools/processes and supported PSD2 reporting and out-of-hours major incident response.

Triage Splunk PSD2 Process Improvement

Online Help Desk SME/Team Lead

Tesco Bank

Nov 2012 - Jun 2015 (2 years 7 months)

Managed online help desk team, produced training and knowledge-base content, verified and reported incidents, and ensured high-quality customer support for online banking and mobile app issues.

Team Leadership Knowledge Management Customer Support Training Development MS Office Quality Assurance

Customer Relations Manager

Barclays

Apr 2012 - Oct 2012 (6 months)

Handled PPI-related credit card complaints, investigated application of procedures and ensured high-quality case outcomes and regulatory-compliant resolutions.

Complaint Handling Investigation Regulatory Compliance Case Management