Senior IT Manager Resume Dublin, Ohio - Hire IT People

SUMMARY

Designed & implemented Intelligent, call routing solution for Confidential Inc. contact centers, using Azure Machine Learning (Two class boosted decision tree) & Azure Cognitive services( Language Identification, Language Translation, LUIS, Speech to text, Text to speech)
Implemented technical solution for image processing using Azure Computer Vision
Automation & reporting using UI Path (Robotic Process Automation)

PROFESSIONAL EXPERIENCE

Senior IT Manager

Confidential, Dublin, Ohio

Responsibilities:

Accountable for delivery of multiple program initiatives for Order Management System for Major retailer for Multiple Brands & Multiple Markets
Responsible for maintaining Technology roadmap
Accountable for Modernizing (Engineering tool rationalization) Order management technology stack
Influencer of Continuous improvement
Drive COE (Cause of error) for High Severity incidents
Managing teams across multiple Geo - US, Brazil & India
Accountable for DevOps Maturity & Engineering practices
Accountable for Employee happiness index, Velocity & Cycle time improvements, MTTR(Mean time to resolve) improvement, MTBF(Mean time between failures) improvements, Site & Application availability(99.9% SLA) adherence, MTTA(Mean time to acknowledge) improvements, Continuous incident reduction
Key differentiators/Innovation
Lead multiple initiative inclusive of Cloud Migration for OMS system
Support for the team to innovate continually
SPOG- Unified OMS dashboard, giving status of multiple programs using confluence-Jira plugin
Auto return processor- Self-help for business (API solution) to process customer returns
Pipeline automation- Automatic application flow creation to handle biz rules specific to OMS dev specific to Market/Brand. Reduces manual dev effort
Automated release notes- Generate report of Git commit message between release tags

Senior Support Manager

Confidential, New Jersey

Responsibilities:

Led Incident, Change, Problem Management for eCommerce and Order management system for Major retailer for multiple brands
Planning for event support-Peak, Back to school, Business promotions
Accountable for business continuity- Routing DR exercise
Accountable for staffing, shift rotation
Vendor management
Accountable for MTTR(Mean time to resolve) improvement, MTBF(Mean time between failures) improvements, Site & Application availability(99.9% SLA) adherence, MTTA(Mean time to acknowledge) improvements, Continuous incident reduction

Technology: Oracle commerce(ATG), Business control center(BCC), Endeca search engine, XCC promotion engine, IBM sterling OMS, Akamai, Scene 7, Control M scheduler, Omniture, New relic, Splunk, Rackspace

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Senior It Manager Resume

Dublin, OhiO

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