Manager, Products And Application Support
CurrentEstablished and led the pioneering Global Application Support Team at CCL, which now delivers 19 hours of daily application support.Fostered consistent collaboration with developers, analysts, project managers, and product owners to expedite incident resolutions effectively.Conducted comprehensive software application and disaster recovery testing to ensure business continuity following failovers.Orchestrated "Tech Road Shows" aimed at equipping business units with Tier 1 ticket-handling capabilities through training sessions.Achieved an impressive 80%+ reduction in the workload of developers, enabling them to allocate more time to actual application development.Functioned as a subject matter expert, collaborating closely with software development teams to facilitate upgrades and the ongoing maintenance of applications.