Incident & Problem Manager - Reliability Engineering
Currently semi-retired and contemplating a new role in 2022. As an Incident and Problem Manager, I was responsible for the overall direction of the Incident and Problem Management processes, including, but not limited to: Leading and facilitating restoration efforts for all high severity and high impact incidents in a 24/7/365 environment. Managing incident communication across a diverse audience up to and including C-level executives. Accountability for leading and executing incident management process improvement opportunities. Documenting, maintaining and communicating information specific to incident management initiatives up to and including - IM processes, standard operating procedures, incident response matrixes and incident review sessions. Leading and performing incident avoidance activities to prevent imminent impacts/outages to U.S. Cellular customers and business services. Developing and maintaining strategic relationships with infrastructure teams, business partner stakeholders and service desk partners. As a problem manager, I drove expeditious root cause analysis and elimination/mitigation action items to ensure recurrences were not experienced. Hosted, documented and tracked actions resulting from post-incident After Action Review meetings and Root Cause Collaboration Sessions. I facilitated the emergency change exception process and participated in change management activities to understand potential impacts. Hosted, documented and tracked security events.
