Senior Functional Analyst
CurrentOffice Depot- Boca Raton, FLThe Service Availability Managers are committed to being a liaison, fostering communication between the various IT support teams, vendor partners, IT leadership and lines of business, to ensure rapid response and restoration of service, high availability of computing systems and quality service for our customers.• Manage daily Incident Management calls with division leads reviewing previous day’s service incidents.• Manage Problem process by driving root cause and implementing permanent fixes 95.6 % RCA complete in >10 days.• To execute the proactive/reactive problem processes or those used in risk & controls to ensure that agreed service levels were met, that tangible service improvements were implemented and to contribute to the overall reduction of service affecting issues. • Coordinate teams to provide permanent solutions to Infrastructure, Application, architectural deficiencies.• Create / Maintain Service, Operational Level agreements for all Technology verticals.• Create Operational Reporting of CPI/KPI using Cognos report suit.
