Dustin Whyte
Calgary,Canada
Summary
Results-driven Incident Manager adept at identifying root causes of major incidents and executing effective solutions. Demonstrates strong investigative skills that enhance decision-making processes and optimize incident response initiatives. Committed to driving operational efficiency within IT environments through expertise in troubleshooting and incident analytics.
Overview
12
12
years of professional experience
Work History
Senior Incident Manager, North & South America
Worley
Calgary, Canada
01.2015 - 01.2024
- Responsible for ensuring all aspects of the incident management process from evaluation to resolution are followed for all major incidents
- Set up and host technical bridges to troubleshoot complex issues while escalating to various technical teams when necessary
- Monitor high priority incidents to ensure that the Service Level Agreement are respected
- Design and execute detailed incident response strategies to effectively manage and mitigate IT incidents
- Lead post-incident analysis and reviews to identify root causes, lessons learned, and areas for improvement
- Ensure proper logging of steps taken to resolve major incidents is taken care of during the bridge call for further analysis during the problem management phase
- Create detailed incident reports for executive leadership, highlighting trends, impacts, and areas for improvement
- Serve as the primary point of contact for all stakeholders during major incidents, ensuring timely and clear communication
- Assist with continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced
- Provide training and mentorship to junior staff and incident management team members to enhance their skills and knowledge
- Oversee the maintenance and optimization of incident management tools and systems to ensure they meet operational needs
Regional Customer Service Manager, Americas
WorleyParsons
Calgary, Canada
01.2013 - 01.2015
- Act as the point of contact for escalated customer issues, ensuring timely and satisfactory resolution
- Develop and maintain strong relationships with key stakeholders in customer organizations to ensure their success with our products
- Analyze data and statistics for resolver groups, monitor customer usage data to identify trends, opportunities, and potential risks, and develop action plans accordingly
- Determine customer service requirements by maintaining contact with customers, visiting operational environments, reviewing surveys, and forming focus groups
- Define and communicate customer service standards and manage expectations; recommend improvements and provide input to customer service policies and procedures
- Proactively address and resolve customer issues, ensuring prompt and effective solutions
- Identify gaps in service delivery and provide feedback to improve quality of service, productivity, and profitability
- Contribute to the development and refinement of customer success processes, tools, and methodologies
Service Desk Manager
WorleyParsons
Calgary, Canada
01.2012 - 01.2013
- Managed a team of twelve service desk representatives across Canada
- Ensured service level agreements and objectives are met for the team
- Performance evaluation and critique for all Service Desk staff
- Onboarding and retirement of Service Desk members
- Assisted with Hire to retire process for Canada
- Adjusted Hardware, software, and network access processes
- Global Service Now application implementation
- Hosted training sessions for global service desks in the use of Service Now ticketing system
- Submitting and reviewing knowledge base articles
- First point of ticket escalation for all resolver groups
- Problem Manager for all issues affecting Canadian users
Skills
- Incident Management
- Service Delivery
- Process Improvement
- Stakeholder Engagement
- Team Leadership
- Performance Metrics
- Risk Management
- Client Management
- Change Management
- Operational Excellence
- Vendor Management
- Continuous Improvement
- Staff Training
- ITIL Frameworks
- Relationship Management
- Process Mapping
Timeline
Senior Incident Manager, North & South America
Worley
01.2015 - 01.2024
Regional Customer Service Manager, Americas
WorleyParsons
01.2013 - 01.2015
Service Desk Manager
WorleyParsons
01.2012 - 01.2013
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