• Manages multiple agile teams acting as the catalyst of the agile team triangle, leading teams, consisting of resources across the enterprise, needed to deliver on prioritized projects and BAU work efforts. Understands and practice servant leadership, putting needs of others first and helps people develop and perform as highly as possible.  Manages the team’s activities to ensure timely completion of tasks. Removes team impediments. Identifies and communicates potential risks to the completion of the sprints and releases, including resource, cost, and system. Independently develops corrective actions necessary to mitigate most issues and reviews with management for confirmation prior to execution.  Facilitates project kick off and review, release planning, sprint planning, daily stand up meetings, sprint reviews and demos, and retrospectives for agile teams. Presents in a variety of informal settings: one on one, small groups, with peers and functional managers. Presents to Director level and below.  Understands how to leverage agile methodologies to maximize the productivity of the team and achieve commitments.  Creates and delivers project updates at Program Meetings. Manages these updates as a benchmark of the team’s success including project status, exceptions, dependencies, risks, delays, and project financial health, explaining all variances. In addition to accurately informing key stakeholders, these updates must be leveraged to influence, drive decisions and create an overall positive impression of the agile team. • Understands the estimated cost of the project and financial impact of the work, including expense vs capital. Responsible for managing project costs, including understanding cost variance throughout life of project to ensure team stays within budget. Understands and manage to project ROI and propose change of direction (including cancelation) if appropriate.

• Has knowledge of specific IT Infrastructure hardware and software to understand and analyze the data produced by the different monitoring vehicles in order to more quickly respond and resolve incidents and ensure maximum uptime..• Responds to network and application monitoring alerts affecting service availability and threshold performance in order to maximize system and customer uptime.• Investigates, analyzes, researches, and resolves problems with systems, applications, and equipment.i.e Unix, Oracle • Recommends applications and system design modifications in appropriate cases for implementation. Must analyze and identify risks associated with potential modifications and their alternatives.• Understands and uses the incident management process, procedures, work instructions, policies, required documentation and tools in order to consistently analyze issues in a structured manner..• Able to manipulate various applications and utilities when needed to recreate incident scenarios in order to research and analyze problems, and propose solutions or work around options to ultimately eliminate recurrence of the incident.• Signals and escalates (horizontally or vertically) Service Level Agreement breaches to the Incident Manager and other IT management in order to insure appropriate resources are allocated to resolve the serviceissues.• Complies with internal and external auditing requirements, data integrity, and confidentiality guidelines, to fulfill key control objectives for Sarbanes Oxley.• Provides input into the development of departmental training materials; provides technical and application specific training to the Service Desk function in order to share knowledge.• Acts as a resource to the Service Desk by resolving higher complexity issues; escalates issues and reports status to management as needed for further resources and problem resolution.

Leads, directs and coordinates cross functional incident response teams for high severity/high impact issues, including business continuity events.Provides analysis and leads internal support efforts designed to improve and update department process and procedures related to incident response situational leadership.Maintains effective working relationship with corporate partners and business unit contacts.Manage major incident problem efforts and create problem mitigation steps to be implemented, along with future process improvements or changes to eliminate the impactful event.Maintains expert technical knowledge of Paychex applications, processes, products and hardware architecture.

• Perform proactive monitoring, configuration management and fault resolution of complex voice and data services.• Responsible for analyzing, testing, isolating and repairing network and customer issues.• Customer Advocate duties while maintaining a positive and professional manner at all times, during high stress situations.• Works in conjunction with internal and external to the company technicians/engineers to troubleshoot and resolve customer's issues.• Handled T1 and T3 voice and date issues in a timely manner.