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Major Incident Manager Resume

Cary, NC

SUMMARY:

Motivated, accomplished, professional with extensive Management, Problem - Solving and Communication skills. Seeking an ITSM position within a dynamic organization with room for long-term growth and personal and professional development.

PROFESSIONAL EXPERIENCE:

Confidential, Cary, NC

Major Incident Manager

Responsibilities:

  • Design, implement and manage the Incident Management process including creating and updating all Incident Management documentation.
  • Customer impact: work with customer to understand their business. In conjunction with the customer, identify the critical applications and services.
  • Conducting awareness campaigns and training on the Incident Management process.
  • Manage large scale global and enterprise technology incidents.
  • Direct activities and establish command and control during incidents.
  • Ensure Executive status updates are provided during recovery activities.
  • Coordinate and drive all activities during the incident on the incident bridge to meet or exceed customer specifics SLAs.
  • Ensure that scenario-based escalation lists are established and maintained and implemented as appropriate.
  • Oversee post incident reconvene meetings through to root cause, to request teams to engage vendors.
  • Ensure that event details are gathered to provide necessary communications to customer and VZB teams.
  • Assist with audit of the Incident Management Process to support Continual Service Improvement.

Confidential, West Point, PA

Associate Operations Manager

Responsibilities:

  • Release Manager responsible for managing software release cycles utilizing SDLC (Software Development Life Cycle) methodology

Confidential, PA

Sr. Manager, Service Experience Management

Responsibilities:

  • Managed Major Incident Coordination Offshore and US Teams who were responsible for facilitating service restoration for key Business Systems/Services
  • Responsible for updating communication templates and escalation contacts lists
  • Oversee written communications for service disruptions ensuring messaging was in alignment with client and IT expectations
  • Liaison with Problem Management to determine Root Cause for service disruption
  • Provided oversight of reporting deliverables for managed service clients

Confidential, PA

Manager, Service Experience Management

Responsibilities:

  • Responsible for authoring and editing of Incident and Problem Management Policies and Procedures
  • Identify automation opportunities for Incident and Problem Management Service Offerings
  • Provided assistance to the Critical Incident Management Service Offering
  • Lean in on ITSM Transition Activities

Confidential, PA

Sr. Process Specialist, Service Experience Management

Responsibilities:

  • Perform review of Statement of Work for new client solutions
  • Liaison with the Transition Team on Project Plans
  • SME within SEM Organization responsible for transition of Incident, Major Incident, Problem and Change Management Service Offerings
  • Author Client Specific documentation (Process Flows, Work Instructions, Guides) if solution falls outside of standard offering.
  • Lead client and internal training sessions around processes and ITSM Tool
  • Perform hand off of services to Operations
  • Assist with gathering requirements for Service Catalog
  • Assume the role of Solution Architect for Service Now Development Team to customize the Service Catalog per client requirements
  • Perform UAT Testing of defined Service Catalog or ITSM Tool Enhancements

Confidential, PA

Business Systems Sr. Specialist

Responsibilities:

  • Continual Service Improvement Advocate for Solutioned Clients in the areas of Incident, Problem and Change Management
  • Assisted with Data Analytics for Process Improvements within the Service Areas of Incident, Problem and Change Management
  • Measure KPI (Key Performance Indicators for Service Areas. Drive Process improvements through Process Managers for Service Areas
  • Subject Matter Expert for Change Management within Organization
  • Led Process Improvement Initiatives for 5 Change Managers for Solutioned Clients throughout misc. Service Industries including but not limited to (Health Care, Agriculture, Manufacturing, Finance, Transportation and Gas and Energy)
  • Transition Lead for Cross Functional Operations Team for New Clients and their purchased Solutions for Cross Functional Operation Services (Incident Problem and Change Management
  • Lead Solution Architect for Change Management Client Portal
  • Primary UAT Tester on Portal
  • Created Training Documentation for Client Portal
  • Assisted Training Department with Script for Training Video
  • Document Author for Cross Functional Operations - Change Management
  • Policy
  • Work Instructions/User Guides
  • Primary Change Manager for Sempra Energy
  • Responsible for Compliance to Change Management Policies and Procedures
  • Governance of all Change Submissions entered into the ITSM Tool Set
  • Chair Change Advisory Board Meeting(s)
  • Distribute Forward Schedule of Change
  • Oversee Change Deployments
  • Perform Post Implementation Review
  • Provide Monthly Change Metrics
  • Liaison with the Service Desk Leads during new Client transitions. Assist with Training Service Desk Advocates in preparation for Go/Live of Support of Services
  • Partnered with Transition Team Manager to develop Master Project Plan and Associated Milestones for Client Transitions
  • Participated in Focus Group for ITSM Tool Enhancements. Submits Business Requirement Documents for Tool Enhancements
  • Interact with Project Management Office to Manage Client Services

Confidential, PA

Business Systems Specialist/Change Management

Responsibilities:

  • Responsible for ensuring adherence to agreed Change Management Processes and Procedures
  • Lead’s Change Advisory Board Meetings.
  • Assist’s in Data Analysis for Quality Review Boards for Clients.
  • Assists with Service Now Tool Enhancement Requests and Performs UAT Testing for Service Now Enhancements

Confidential, Morris Plains, NJ

Site Lead/Desktop Support

Responsibilities:

  • Site Lead for Desktop Support Technicians for Confidential Pharmaceuticals in a Windows 2000/XP/Novel Environment.
  • Troubleshoot O/S software, hardware and Novel related issues to include HP Desktops and Laptops. Troubleshoot miscellaneous Microsoft Office XP issues
  • Managing Confidential onsite inventory for performing onsite Laptop, Server, or Printer repairs
  • Process IMAC requests in a timely fashion for system refreshes or third-party peripheral installs
  • Performed physical site inventory of network printers for project

Confidential, NJ

Computer Operations Analyst/On Duty Operations Manager

Responsibilities:

  • Single Point Of Contact (SPOC) for Metro Operations Data Center (Morris Plains/Parsippany Data Centers) overseeing 15 engineers supporting: Web sites, Batch processing/Production support, UNIX, INTEL, Data Storage, Data Protection, and Global Messaging
  • In charge of overseeing, maintaining and monitoring of over 3000 Intel Servers/500 UNIX-HP/SUN Solaris machines
  • Serve as a SPOC for Customer's Management Team. Manage all Opcenter communications to senior Confidential management. Ensure proper client notification as well as ticket documentation for high-profile events
  • Maintain accurate timelines for management briefings and ensure proper handling of outages/ system restores / disaster recovery
  • Execute Environmental Checkout Procedure
  • Maintain performance-impacting issues (staffing, individual performance, process, etc.) Monitor and ensure all on-shift resources are performing to standards as well as vendor/ Confidential Data Center Qualifications Standards
  • Provide feedback/modifications or improvements on capturing the necessary training within a Training Plan for incoming employees
  • In charge of all Metro Operations on-shift team responsibilities/ key applications and their architecture including:
  • Queue Manager, Intel L1 & L2, Unix L1 & L2, Monitoring, Production Support / Mainframe / AS400, Backup Functions (Tapes/Restores/Monitoring), Data Storage, Topology, Mainframe, Helpdesk, OTS, Microsoft, Sun, IBM, Veritas, Tivoli, EMC, Oracle, Novell, NetIQ
  • Provide Daily Operational Support for Peregrine Trouble Ticket Queues in NY Metro Region.
  • Process incoming client requests via Peregrine Service Center & managing all existing requests that are assigned to Operations Team Queue
  • Review and analyze project requests for completeness and technical accuracy.
  • Ensure client requests are handled in a timely fashion and responsible for managing work flow for onsite Intel & Unix Technicians
  • Coordinates project requests with Departmental Liaisons and client representatives.
  • Responsible for enforcing adherence to site Service Level Agreements

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