Incident Manager/Problem Manager Leading a team of operations engineers and we are responsible for• Driving resolution of complex unresolved issues within service level agreements or through support paths with a focus on quick restoration of service to production aiming to minimize impact to the business• Handle incidents that are critical in nature• Project manage critical incident bridges by collaborating with technical support staff, customers and IT partners• Communicates directly to Senior Management• Uses strong influencing skills to resolve issues• Produce internal reporting on data of Incident/Problem tickets.Trending analysis to drive change in our processes• Liaison with Technical Support team and managers to ensure swift resolution of Critical Incidents within SLA targets.• Establish command and control structures for Major Incident Management that dynamically expand depending on the situation• Coordination with NOC to request attendance of vendors, technical support, business management, to ensure timely Incident resolution• Responsible in giving approval of Emergency Change Requests • Foster and evangelize web scale IT best practices for Major Incident Management including detection, triaging, assessment, troubleshooting and restoration• Managing the lifecycle of all problems.• Making temporary solutions (workarounds) available to incident management.• Developing known errors.• Performing trend analysis of important services or historical incidents.• Problem identification and recording• Problem investigation and diagnosis.• Identifying underlying causes of incidents and preventing recurrences.• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, and configuration management.• Creating tasks to work on the problem resolution. • Analyzing historical data to identify and eliminate potential incidents

• Supports the overall Operational Excellence program for global operations documentation, intake, release and deployment processes. Managing Incident Management, Capability and Event Management. • Identifies and implements continuous improvement activities.• Works on projects both individually and cross functionally. • Evaluates resources and create appropriate standards. • Capacity to perform in a constantly changing high pressure environment. • Develop new processes and products• Develop Operational Excellence training materials • Develop Key Performs Indicators for all Operations Processes and report on them monthly • Improve processes and products • Initiate facilitation of Operational Excellence meetings• New process development • Operational Excellence support • Perform technical and economic evaluations of alternative processes• Process and product improvements • Train / teach operations about new processes

• Primary Point of Contact (POC) for all major (critical and high priority) incidents throughout an IT outage providing leadership and facilitation of "CIRT” (critical incident response team) exercises.• Coordinate all aspects of the incident management related to communication and organization of "CIRT" exercises; working in conjunction with any service fulfillment teams involved.• Serve as key contact for customer escalations to lines of business and senior management regarding major incident as part of a 24X7 service.• Facilitate resolution of complex problems to ensure positive and timely outcomes; leverage internal subject matter experts or resources; maintain an understanding of the technical areas and technological solutions involved.• Communicate effectively between all customers and exercise solid judgment in determining which issues require escalation to senior management.• Coordinate root cause analysis (RCA) of major incident reviews to identity and resolve gaps in the team approach to delivering service; work proactively with groups and vendors to resolve issues in a timely manner.• Establish criteria to capture incidents for trending and RCA supporting efforts to improve operational stability in a proactive manner; partner with service owners, problem management, service desk, and technical stakeholders to continually improve the predictability of service and enhance service offerings.• Define, develop, and consult with team reporting, metrics, and analysis of deliverables as required; manage regularly scheduled closure and trend reports and analysis.

Release ManagerManaged and coordinated a global release team and activities including staffing schedules for both North America based as well as India and Philippines based FTE’s .Ensured capacity for release activities working with both Business and IT to ensure resourcing. Performed release brokering to allow for completing releases and resources to be fully utilized. Performed training for release FTE’s as well as corporate training on the release process and best practices. Created, managed, and maintained release documentation as well as ensured linkage to other ITIL areas to allow for proper ITIL handoff.