SUMMARY

• Dedicated and accomplished Major Incident / Problem Mgr. offering over 10 years of experience across banking operations, providing thorough and skillful support to upper management.
• Highly skilled information technology professional with a diverse skillset that includes Operations Management, Major Incident Management, Event / Problem Management, Change Management, Infrastructure Monitoring, Service Asset & Configuration Management, Root Cause Analytics, and Technical Operations Management.
• Committed to high work ethics and superior system analysis.
• Experience across hardware /software troubleshooting, network system administration, and user support gained at Confidential Ltd, Confidential, Confidential, Confidential Bank International
• Experience and working knowledge of ITIL (v4) IT Service Management processes (Incident /Problem/ Event / Change)
• Expertly identify and timely resolve system issues as well as communicate complex technical solutions into easily understandable concepts.

TECHNICAL SKILLS

Operating Systems: UNIX Solaris 2.6/2.8 Windows 10 /7/ 98/NT4.0/2000, IaaS

Software: Service Now, Remedy, JIRA, Microsoft Word, Excel, PowerPoint, Google Drive / Docs, SaaS, PaaS, Confluence

PROFESSIONAL EXPERIENCE

Confidential, Charlotte NC

Major Incident Operations Manager / Process Owner

Responsibilities:

• Oversee the Incident Management process and team members involved in resolving the incident.
• Manage service improvement initiatives and activities to increase customer satisfaction.
• Drives operational efficiency through strict process and procedure adherence
• Review and revise customer’s ITSM/ITIL processes such as Incident Management, Change Management, Problem Management, Event Management and recommend process enhancements based on best practices.
• Initiate and Perform Strong cross - functional collaboration with various TechnologyTeams.
• Primary coordinator for Service Delivery Managers / Executive for All Client Major Incident escalations.
• Facilitating as the Process Owner for Major Incident Management.
• Collaborate with (GOC) Global Operations Center engineers to improve the Incident management process.
• Identify and resolve gaps in team approach to delivering the service, which results in increased performance, reliability, and/or other aspects of service offerings Develop the service integration process.
• Ensure Major Incident Management KPIs/SLAs are reviewed at agreed intervals and assessed / reviewed for improvement.
• Coach, Develop and Supervise team members to maintain exceptional levels of service.
• Represent the entire Incident Management service end-to-end model when interacting with vendors, stakeholders, and customers.
• Ensure problem management compliance for all major incidents; contribute to problem management effort based on understanding of incident root cause.
• Collaborate with other service element process owners including Request, Incident, Change, Problem, Service Asset and Configuration to ensure alignment with the Major Incident Management process and procedures.
• Liaise with suppliers, contractors, 3rd Party Vendors, etc. to ensure fulfillment of all contractual obligations regarding resolving problems and providing problem-related data.

Confidential, Charlotte NC

Major Incident Manager

Responsibilities:

• Manage major impacting incidents to restoration of services in accordance with standard processes and procedures to meet all (SLA) Service Level Agreements.
• Facilitating as the Process Owner for Major Incident Management.
• Serve as the primary point of contact for stakeholders while maintaining overall accountability for the management, engagement, assignment, communication, escalation, and completion of the major incident.
• Lead and/or Contribute to effective Major Incident Reviews, produce Major Incident Reports, as well as input to the Change and Problem Management Processes as required.
• Assess business impact and urgency, declare a major incident and trigger business continuity procedures or disaster recovery as applicable.
• Supervise and cross-train (Offshore) India Team Members on Major Incident process and procedures.

Confidential, Charlotte NC

Senior Incident Manager

Responsibilities:

• Identify trends and Problem nominations through Incident analysis.
• Serve as the partner concern point of contact for critical incidents.
• Engage with the Major Incident Response Team (MIRT) to follow Technology Services Incident Management Processes and the defined critical incident handling procedures.
• Exhibit Excellent problem solving and analytical skills, combined with business acumen.
• Ensure the Major Incident Management Team meet resolution dedications as specified under established SLA.
• Direct the swift resolution of all raised incidents within acceptable timeframes by coordinating needed efforts internally (TS teams, product teams and partners) and externally (i.e., vendor).
• Lead communication effort during critical service interruptions through TS, business partners, and upper management on resolution and restoration status updates.
• Conduct critical incident post resolution reviews and make on-going operational improvement recommendations.
• Interact frequently with infrastructure, application, development and security groups on support roadmaps and operational agreements.
• Provide input on the design and implementation of service stability monitoring, alert notification, and critical issue mechanisms/processes.
• Participate in Disaster Recovery exercises to maintain system stability.
• Review the efficiency of the Incident process; identify service improvement areas.
• Ensure all incidents are logged and documented appropriately in the system of record (JIRA).
• Attend Change Advisory Board (CAB) meetings and collaborate with other teams to review changes and provide recaps.
• Deliver training as necessary to support teams to accurately document incidents in the system of record.

Confidential, Jersey City, NJ

Senior Operation Incident Analyst

Responsibilities:

• Participated in the Release, Incident and Problem Management processes as a resolver accountable for root cause analysis, resolution, and reporting utilizing ITIL.
• Highlighted risks and issues in actions identified during any Major Incidents.
• Maintained Strong Focus on customer and Corporate Action communications Utilizing ITIL concepts.
• Initiated workarounds and methods of speeding up the recovery of major incidents.
• Participated in Disaster Recovery exercises to maintain system stability.
• Troubleshoot communication, platform and application issues using ITIL processes.
• Interacted with other Departments to resolve out of balance or other production anomalies.
• Worked with the Planning team on new IT projects, enhancements, account activations and conversions to ensure appropriate support.
• Participated in developing workflows, procedures, and strategic initiatives to prevent system incidents and minimize down time with the ITIL framework.
• Support department in adherence to Compliance AML/BSA policies and procedures as set-forth by various regulatory bodies.
• Produced Incident Management reports for outages to Service Management for audit purposes.

Confidential, NEW YORK, NY

Senior Production Support Change / Incident Mgmt. Analyst

Responsibilities:

• Managed Major Changes /Incidents, ensuring that they are logged, progressed, resolved within the scope of the SLA.
• Collaborated with Various (Release, Service, Production Support) Departments for all equity related issues.
• Gathered information together to support any type of regulatory investigation when required for root cause analysis.
• Engaged In / Managed IT Projects with various Technology Teams from onset to completion.
• Reported on key metrics on regular basis, perform analysis and identify areas of improvements.
• Identifying appropriate timelines and targets for recovery actions, feedback, and communications.
• Coordinated all system changes ensuring that impact analysis was accessed prior to authorization.
• Liaison with Members, Liquidity Providers and Central Banks regarding failure of their processes and systems related outages utilizing ITIL Practices.
• Participated in post incident reviews, with the focus on identifying operational improvements.
• Initiated workarounds and methods of speeding up the recovery of an incident.
• Created system documentation for training and informational purposes.
• Participated in Disaster Recovery exercises to maintain system stability.
• Perform and supported ITIL related project work as required.
• Chaired CAB (Change Advisory Board) meetings with participants including Service Managers, Technical Support teams, etc.
• Supervised and cross-trained employees on various systems to enhance productivity.
• Troubleshoot / analysis of various connectivity, migration, and installation issues with the ITIL process framework in mind.
• Participated in the Service, Incident and Problem Management processes as a resolver accountable for root cause analysis, resolution, and reporting Utilizing ITIL.
• Built collaborative relationships throughout the entirety of change initiatives.