Uby Okon

Spearheaded the standing-up of various service management processes, including incident, problem, and change enablement. Designed all aspects of incident and problem lifecycles, with a particular focus on major incidents and proactive problem management. Guided and led high-impact projects within an Agile environment, driving change and continuous improvement by identifying inefficiencies and impl

Responsible for the re-creation and evaluation of the ITSM process for a significant account, making improvements to business processes where necessary. Oversaw all aspects of process design, development, and testing, maintaining efficiency of business operations by creating and implementing changes. Supported delivery of major incidents as part of a team responding to a global virus attack, engag

Defined and implemented a comprehensive IT service management strategy aligned with business goals, leading a team of service management professionals. Managed service value streams from feasibility to design to value delivery, overseeing service operations to ensure efficient incident and problem resolution. Established and maintained service level agreements (SLAs) with stakeholders, driving con

Served as the focal point for managing all aspects of major incidents, leading bridge calls and coordinating technical resources. Provided concise, timely multi-level communication to all stakeholders throughout the incident life cycle, driving service restoration as quickly and efficiently as possible within predefined SLAs. Planned, organized, and managed root cause analysis across a wide array

Grade: First Class Honors

Completed a Master of Science degree focusing on process and product management. Gained expertise in optimizing business processes and managing product lifecycles.

Obtained a Bachelor of Science degree in Computer Science. Developed a strong foundation in computing principles and software development.