Charles Ivy Email & Phone Number

Denton, Tx, Us

Denton, Tx, Us

Dallas, Tx, Us

Austin, Tx, Us

- Owns and manages the enterprise Incident, Problem, and Change Management disciplines.- Manages a team of ITSM practitioners and acts as primary escalation point for process issues and bottlenecks.- Owns and administrates xMatters for the organization, creating workflows to automate Major Incident initiation and response for a variety of scenarios.- Owns customer facing communications for Major Incidents, Maintenance, and product updates.

New York, Ny, Us

· Managed critical incidents to resolution by leading Webex conferences with technical resources, management, and vendors· Matured team processes and goals to align with ITIL and industry standards· Identified key metrics and methods for capturing them to track progress and showcase team value· Create and distribute weekly reports to leadership to track team progress

Milwaukee, Wisconsin, Us

· Developed and implemented Incident Management processes · Trained associates in Incident Management process and required tools· Created and maintained operational reports for monthly metrics and presented to senior level leaders· Beginning to end management of critical incidents· Performed Problem Management function on an ad-hoc basis to produce and distribute Root Cause reports for critical incidents

Milwaukee, Wisconsin, Us

· Manage business disrupting major incidents from beginning to end for multiple Fiserv business units and datacenters providing numerous services to thousands of financial institutions· Delivered regular verbal and written updates to senior leadership and business partners throughout the life of an incident· Facilitated and approved emergency changes· Utilized monitoring tools to identify issues as soon as or before they become disruptive and engage technicians and leadership to mitigate the impact

Milwaukee, Wisconsin, Us

· Developed, implemented and ran Problem Management for 10 lines of business in Fiserv's Credit Union Solutions division· Beginning to end ownership of critical incidents· Led rapid review calls immediately following incidents, followed by formal problem review meetings to determine their root cause and tactics to prevent recurrence· Led discussions around measures to increase reliability of CUS environments· Completed and delivered Root Cause Analysis reports for all critical incidents· Analyzed incident data to proactively identify and address trends· Delivered monthly reports highlighting top incidents and concerns to senior leadership

Global, Us

• Owned the process for and managed day to day operations of the North American (ITAR) Major Incident team, including resolving escalations, personnel issues, quality evaluations, staffing requirements, scheduling, etc.• Ensured contractual performance metrics are met on a monthly basis• Produced performance reports and present them to accounts and business partners• Proactively worked directly with client and business partners to identify areas for improvement and establish plans to improve them• Onboarded new accounts by evaluating client needs and writing process documents to note relevant SLAs (Service Level Agreements), deviations from standard process, Escalation & Notification contacts, etc.• Developed and implemented plans for Continual Service Improvement• Travelled overseas and domestically to provide face to face training and mentorship

Global, Us

• Directed the shift "lineup" and the first point of contact for escalations, questions, and concerns and established policies and processes for Shift Leads.• Spearheaded the training of new MIMs, and ongoing training of experienced MIMs. • Drove restoration efforts between internal support and vendors for critical incidents for 40+ client accounts.• Responsible for ensuring that service is restored within contractual SLAs.

Global, Us

• Oversaw the Service Desk bypass queue, including rerouting tickets as necessary, identifying reasons for misrouting, trends, and working with agents to address recurring issues.• Established performance metrics to measure the Service Desk’s incident misroute rate.• Maintained a high level of service quality while consistently ranking in the top performers.• Served on the Service Desk leadership team, aiding others to resolve issues efficiently, ensuring customer satisfaction, and that the entire account meet SLAs.

Education record

Education record