Stabilise your operations and give teams room to innovate
When incidents pile up and teams fight fires, I step in to restore stability. I fix processes, streamline communication, and leave behind runbooks and KPIs so your organisation keeps momentum without me.
- Incident command structure, severity matrix, and escalation paths
- War-room moderation, status updates, and stakeholder comms
- Post-incident reviews that produce actionable improvements
- ITIL-aligned processes tailored to automotive and finance
- Monitoring dashboards, SLOs, and automated alert hygiene
- Vendor governance, contract reviews, and KPI cadences
- Runbooks, on-call guides, and knowledge base clean-up
- Training for support, product, and management stakeholders
- Culture initiatives to keep morale high even during change
Operations turnaround for connected services
Incident volume -28%, SLA compliance 96% within three months.
- Introduced on-call structure and real-time dashboards
- Implemented incident command process and comms templates
- Aligned product, QA, and infrastructure teams on one backlog
Support stabilisation for SaaS scale-up
Ticket backlog cleared, customer CSAT +18 points.
- Root cause analysis across product, infra, and customer success
- Runbooks, macros, and automation for repetitive tasks
- Weekly operational review with exec-ready reporting
Analyse incidents, SLAs, tooling, and team structure to prioritise the highest-impact fixes.
Implement triage flows, communication rituals, and tooling adjustments that reduce noise and restore trust.
Document runbooks, train teams, set up KPIs, and transition ownership so improvements stick without external help.
Let’s stabilise your operations
Describe the symptoms – alert fatigue, stalled releases, unhappy stakeholders. I’ll assemble a rapid action plan and a roadmap for sustainable improvements.