Ana Cano Email and Phone Number

• Directed automation solutions that eliminated 7,834 hours of manual effort per year for engineers as well as strengthen alerting, observability, and the reliability of Payments’ applications• Spearheaded analytics to improve the developer experience across payments by creating a dashboard that visualizes areas of opportunities to improve speed of delivery and drive key decisions made by executive leadership• Led weekly Payments Change Advisory Board reviews with technology and business leaders focusing on risk awareness and impact analysis to avoid service disruption and customer impact caused by deployments• Optimized daily operations of our incident management program by automating dashboards containing key performance metrics and tracking that enables our organization to drive improvement initiatives • Championed monthly automation demos showcasing code reusability to foster an automation first mindset across Discover while increasing the impact of our automation solutions• Led monthly reporting and analytics modernization efforts that allowed us to increase reporting capacity by 60%• Successfully launched a guided mentoring program to support DE&I groups across Discover, which received a rating of 4.7 out of 5 and a net promoter score of great by participants

• Led Capacity planning, performance management, and real time monitoring initiatives for Discover’s production applications improving reliability and availability• Performed long and short-term planning and forecasting for payment service applications to reduce the number of outages and customer impacting incidents• Managed cross functional teams to optimize application performance, enhance operational processes, and deliver automation initiatives across critical banking applications• Developed scorecard of key performance indictors and service level objectives for key stakeholders • Managed analytics solutions and delivery of data driven insights on planning, application performance, incident and change management metrics across the enterprise• Established capacity planning guidelines to be implemented across all service reliability engineering teams• Facilitated quarterly training sessions and events to promote operational excellence and improve employee experience• Defined milestones and maintained engineering teams’ backlog to determine prioritization and return on investment• Conducted daily team huddles, managed daily operations, and roadmap for multiple engineering teams• Facilitated enterprise applications migrations and upgrades with key business application owners to remove security vulnerabilities• Managed vendor relations and established new process and best practice standards for incident management• Managed private cloud identity and capacity management for development and deployments of applications• Collaborated with technology and business stakeholders to delivered improved efficiencies and simplified workflows for the incident management program

• Monitored and analyzed systems’ health indicators for critical core services across the enterprise• Worked with customers, and support teams to resolve outages mitigating impact• Developed process documentation, and SOPs/Knowledge Articles• Documented post-incident reviews and conduct lessons learn to minimize downtime for future Incidents• Performed application and customer impact analysis• Provided incident communications and updates to leadership• Performed system/application upgrades and Disaster Recovery exercises

• Evaluated and negotiated claims to resolve conflict in liability disputes• Investigated claims and performed fraud analysis• Completed reports, recorded interviews, and decided the coverage of claims

• Facilitated training and coached teammates to meet business goals and objectives• Created sales presentations and successfully aligned products with plans and strategies • Validated customer reports and determined customers risk ratings for new and existing clients• Consistently met and exceeded sales goals and performance metrics