Sam Oakley
Prague
Summary
Experienced Incident manager working within the ITIL V4 guiding principles excelling at conflict mediation, incident coordination and stakeholder communication. Possess a deep understanding of service level agreements. Known for a strong work ethic, customer orientation, and effective interdepartmental collaboration. Committed to delivering exceptional service quality.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work history
Major Incident Manager
Adecco
Prague
05.2022 - 07.2025
- Responsible for leading incident response and service recovery for Adecco’s global recruitment platforms, ensuring business continuity across candidate portals, CRM systems, and client-facing technology.
- Act as a central point of control during high-impact incidents, communicating with senior business stakeholders while driving rapid technical resolution.
- Engage with the problem management department to initiate the root cause analysis process to provide clarity around the incidents to the users.
Emergency Incident Manager
DHL
Prague
12.2016 - 04.2022
- Led end-to-end management of major IT incidents across DHL’s global logistics infrastructure, supporting time-critical systems for warehousing, transportation, and customs operations.
- Coordinated with international support teams and vendors to restore service rapidly and reduce operational impact on supply chain continuity.
- Developed and enforced incident management protocols aligned with ITIL, ensuring consistent root cause analysis and post-incident reviews to prevent future disruptions to DHL's operations.
Service Desk Agent
DHL
Prague
06.2016 - 12.2016
- Supported internal colleagues via phone, mail and user portals.
- Made sure everything was documented in service now to identify patterns or areas to improve.
- Was an experienced trainer to the new agents.
- Coordinated hardware repairs, reducing equipment downtime.
- Triaged incoming requests, delivering timely responses according to priority levels.
- Handled high volume of calls whilst maintaining quality standards.
Education
GCSEs -
Harris High School
Rugby 09.2005 - 06.2010
Skills
- ITIL V4 Certified
- Incident reporting procedures
- Infrastructure monitoring tools
- Conflict mediation
- Incident coordination
- Service level agreement knowledge
- Customer orientation
- Root Cause Analysis
- Stakeholder communication
- Strong work ethic
- Interdepartmental collaboration
Languages
English
Beginner
Timeline
Major Incident Manager
Adecco
05.2022 - 07.2025
Emergency Incident Manager
DHL
12.2016 - 04.2022
Service Desk Agent
DHL
06.2016 - 12.2016
GCSEs -
Harris High School
09.2005 - 06.2010
Similar Profiles
Yuki KudoYuki Kudo
Department Head of IT Infrastructure and Operation at AdeccoDepartment Head of IT Infrastructure and Operation at Adecco
Krishna NathKrishna Nath
Operations Executive at AdeccoOperations Executive at Adecco
Vicknes Nair ChandrasekaranVicknes Nair Chandrasekaran
IT Infrastructure Lead at AdeccoIT Infrastructure Lead at Adecco
Linda AdámkováLinda Adámková
Supplier Development Manager EMEA at Doosan BobcatSupplier Development Manager EMEA at Doosan Bobcat
Kristína CailleKristína Caille
Interim Expansion People Partner at BoltInterim Expansion People Partner at Bolt