As an Incident and Requests Fulfillment Management Lead, Scott “manage[s] incidents and improves the process” on a daily basis. At the university, “if anything breaks, support teams are engaged to fix it and we communicate it”. It’s a task that necessitates a careful balance between informing the correct teams and individuals as to the impact, while also actively working to resolve the issue at hand, “it can be very action-packed at times … everyday is different”.
There are many teams involved in providing an IT service to the University so it’s important to respond to incidents quickly and effectively so the University of Alberta can teach students and provide a place for research. With the knowledge gained from the Microsoft Certified Systems Engineer, or MCSE, certification course and several years in incident management roles Scott is able to apply valuable learned concepts effectively towards the resolution and prevention of incidents.