Diana Walter Email and Phone Number

Manage and control the processing of programs on mainframe and/or distributed systems to ensure attainment of the highest levels of service and system availability.Monitor and respond in 13 different persistent chats to accommodate job requests that include restarting jobs, forcing jobs complete, escalating to on call support and initiating bridges for problem resolution. Monitor, manage and control multiple production schedules and ad hoc requests using CA ESP. Ensure that auto generated or manually opened Service Now tickets for production occurrences has written updates and work notes indicating current or recovery processes.

• Perform IPL’s• Monitor batch processing on multiple platforms using commands, menus and GUI’s• Perform problem determination and escalations, document and follow issues through to resolution.• Monitor and manage Mainframe systems and respond to alerts.• Open/Close tickets proficiently

Facilitate impact and outage communications for Enterprise System occurrences.• Facilitate engagement between the Systems department, business partners and Agency to identify business impact of outages.• Drive the timely resolution of outages on the ITSS Availability Assurance Bridge during impact/outage situations.• Communicate the impact of systems outages to the State Farm enterprise via the Enterprise System Status tool.• Depending on the severity and nature of the problem, provide separate alerts and summary communications to Systems Executives.• Maintain proactive monitors, SharePoint site, and communication tools (Smart Board, Polycom) used to facilitate the ITSS Availability Assurance Bridge to enable physical and virtual participation. • Monitor availability of critical applications on the ITSS Availability Assurance Bridge using Dashboards and diagnostic tools such as Splunk, BSM and HP Diagnostics.• Correlate individual alerts from technology platforms and application areas to identify outages impacting a larger enterprise user base.• Facilitate the approval of emergency change requests.• Assist in facilitation services focused on incident recovery, root cause analysis and permanent fix and change preparation.• Maintain a critical eye toward ensuring Service Management practices are followed, often being called upon for guidance and consultation.• Track scheduled changes during standard change windows and send change status reports.• Follow up with change coordinators on tasks and changes not completed during window. • Ensure all changes to the Production environment are in compliance. • Coordinate and initiate problem resolution by engaging a variety of support teams through problem management review board meetings. • Communicate and follow up on progress of problems to relevant support teams.• Assist in the creation of problem review board meeting minutes.