- Coordinated with vendors, clients, service providers and management to strategize service improvement planning resulting in increased work efficiency for the operations support- Assisted QA's and Testers with reviewing of test scripts / test data and ensured all requirements both functional and technical were tested. Involved in defect tracking and prioritization resulting in successful implementation of new software tools- Management of 36 Operations Engineers. Escalation point for all Major Incidents.- Work to maintain healthy and successful customer relationships Responsible for performance and capacity management planning and processes- Day-to-day leadership, support and participation in a team environment with business and technical resources- Attend client, management and CAB meetings to strategize service improvement planning- Daily implementation of Service Management Process and Procedures- Work with customers and managers to ensure up-to-date BCP process and documentation- Responsible for change, incident and problem management, process and procedures

- Successful lead in multiple client migrations onshoring and offshoring between company global sites - Worked with business owners, stakeholder and SME’s to gather, understand and clearly document process and requirements for Service Request management and translated them to technical requirements- Spearheaded the consolidation of two Service Desk and successfully reviewed, streamlined and documented all service delivery operations’ related process and procedure- Oversee the work and management of the specific business capability of each of the ISD/ILC services being delivered- Provide leadership and guidance to 12 ISD agents to ensure management of Service Level Agreement compliance- Review staffing levels specified by the Capability Monitoring Manager- Review ITSM compliance, ensuring all ISD agents deliver services in accordance with HP’s ITSM/ITIL Reference Model- Proactively anticipate issues which impact the delivery of service for the ISD monitoring capability being managed- Regularly review and make recommendations in Incident Management service improvements for the ISD delivery- Work with account teams/RPTA to ensure process documents are created and communicated to the ISD agents on any procedural changes or implementation of new services- Maintain up-to-date documentation on GDMS- Provide training for all procedural changes and new implementations for ISD/ILC agents- Responsible for monthly report review, incident analysis, initiating corrective action and planning- Assist ISD/ILC agents with complex escalations/incidents- Work with Capability Manager to assist with A-SAT survey results and service improvements for the supported customers- Work with Campus support team and managers to ensure up-to-date site documentation and procedures- Day-to-day leadership, support and participation in a team environment with business and technical resources

- Provide Unix, TANDEM, Active Directory, OS390, AS400 and SAP Passwords reset/lock/unlock- Provide Hardware Support for Bell Canada's Cisco Networking devices- Facilitated technical and management war rooms for Major Incidents to aid in the restoration of business impact.- Resolve customer issues through the incident life cycle to meet established SLA’s- Ticket or Log all e-mail and/or phone requests- Monitor alerts and active tickets for all clients

- System and Production Support using various tools such as Control M, Veritas Net-Backup, ITO, HP Openview- Worked with Tier 2 support teams for production issues, Remedy ARS, Manage Outlook inbox, data entry using Microsoft suite of products- Monitored the Unix servers, databases, Weblogic and production applications as per the predefined service level agreements- Executed daily, weekly and monthly production schedules across all servers via Control M (automated scheduling tools)- Responsible for the nightly execution of the backups, including monitoring using Veritas Netbackup software to effectively manage the backups and incident escalation- Monitored and responded to daemon failures using AMC- Responded to alarms and failures, following proper escalation procedures and documentation to achieve successful resolution and reduce downtime.- Responsible for internal web documentation and instructional updates