* Managed multiple teams responsible for application development and metrics around the application in Azure environment.* Managed development and DevOps teams with Agile methodologies.

Agile Product Owner for ServiceNow – Performance Analytics and lead for onshore and offshore resources. Developed and produced ITSM Key Performance Indicators in ServiceNow Performance Analytics using Scaled Agile Methodology. Implemented Excel, PowerBI, SQL as applicable.* Provided management performance information for country, region and global levels by developing and implementing standardized metrics across 30+ countries for ITSM Processes and Application availability.* Reduced month-end analytic processing time from 1 week to 2 days through automation, consolidation and management of offshore team.* Ensured analytic continuity by migrating essential reporting from Vantive / Cognos platform to ServiceNow Performance Analytics.

Coordinated IT teams in root cause analysis and permanent resolution of major issues to prevent repeat recurrences.* Developed and implemented initial ITSM Problem Management processes and metrics enabling problem teams to follow consistent process and be measured equally.* Enabled key insights to management for application availability and repeating incidents by designing Lotus Notes database that tracked outage information.* Remediated 30+ high impact problems / month through creating and facilitating major problem review meetings.* Reduced month-end analytic processing time from 3 weeks to 1 week through automation and standardization.

Directed team responsible for researching, developing, and documenting solutions for MetLife IT Service Desk.* Decreased escalations to Second and Third Level support 30%, and decreased calls to Service Desk 9%, by implementing dynamic changes to Knowledge Management database and Self-help website.* Enabled cross training and efficiency gains by developing single, consistent product from 2 Knowledge Management databases and processes.