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Major Incident Manager Resume

PROFESSIONAL EXPERIENCE:

Confidential

Major Incident Manager

Responsibilities:

  • Responsible for managing outages impacting both state of GA / TX financial applications, network components, and critical systems.
  • Provide technical plans, updates, and consistent communications in scope of the process and services to the business units and stakeholders.
  • Responsible for assessing impact and urgency prior to declaring major incident and invoking business continuity procedures.
  • Escalation point for service tower providers where resolution ownership is disputed.
  • SME for security related issues.
  • Provide guidance and assistance to SDO’s to ensure a globally consistent approach to operational processes.
  • Responsible for ensuring incidents are resolved effectively securing end - to-end service level agreement and service management.

Confidential

IT Consultant

Responsibilities:

  • Responsible for defining process and procedure for initiating, approving and deploying changes.
  • Lead the CAB (Change Advisory Board) for Major/Significant Changes which affected IT infrastructure and collaborated with CABs which oversee other IT processes (Client, Application, etc.).
  • Defined and administered the application of change freezes/change blackout windows for services which required additional caution.
  • Process improvement - Strived for a reduction in un-managed changes in the environment to reduce risk to critical IT system.
  • Responsible for managing the process and tool by which changes are tracked.
  • Responsible for creating and publishing forward change schedule detailing all changes occurring within the environment.

Confidential

Change Management Specialist / Infrastructure Project Coordinator

Responsibilities:

  • Coordinate new projects with stakeholders to assess planning, design, financial review, and project delivery.
  • Managed various projects pertaining and not limited to new server build requests, hardware upgrade and refresh, storage allocation, and optimization requests.
  • Provide oversight and management of change activities in multiple IT environments (Production, Development and Quality Testing).
  • Determine risk assessment for new changes to evaluate timing, approval, financial impact, priority and urgency.
  • Coordinate ECAB activities to assist with processing emergency changes.
  • Asset Management - Maintain changes to configuration items created in the CMDB.
  • Support various teams with the decommissioning and patch change processes.
  • Participate in weekly CAB (Change Advisory Board) meetings to present new changes and provide status of changes impacting various environments.

Confidential

Internal Consultant

Responsibilities:

  • Served as Process Specialist for multiple accounts within the SE region (Incident, Problem, Change, and Asset Management)
  • ITIL certified Practitioner
  • Served as Transition Consultant for new accounts acquired by HP
  • Served as SME for various ticketing systems (Remedy, HP Service Manager, Peregrine - Service Center, and GCSS).
  • As a Technical Writer, created trend analysis reports, process documentation, business requirements, work instructions, and flow charts to depict HP leveraged processes and best practice.
  • As a knowledge expert, created and published procedure documents, work instructions, and process charts for global service desk and tier 2& 3 support teams.
  • Created support models for various phases in support of transition activities for new contracts.
  • Documented business requirements for tool changes to ensure audit compliance and client approval.
  • Provided weekly reporting to determine trend analysis, MTTR, Aging, and statistical review.

Confidential

Quality Consultant

Responsibilities:

  • Provide oversight and training to the Birmingham, Atlanta, and Mumbai Technical Support Centers.
  • Analyze requirements and facilitate quarterly reviews to discuss changes within the account and new business.
  • Technical Writer - Responsible for creating and posting procedure documents and online work instructions. Ensure that documents are current, updated, and meet all of the qualifications for contractual agreements.
  • Provide real time updates to the leadership team to ensure that account service areas are adhering to the current ISO (International Organization of Standards) requirements.
  • Assist and perform internal audits for multiple service areas within the Confidential & Confidential account.
  • Core member of the Disaster Recovery Business Continuity internal process team.

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