Edgar Belaro Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Australia

• Responsible for overall production service operations for P&L and Sub-Ledger applications stack across US and APAC Regions.• Supports the production platform, carrying out monitoring and remediation of issues and specific maintenance tasks as per the run book procedures • Works with Service Delivery Team on improvements to service availability, resilience and performance through AGILE/DevOps Methodology.• Defines and creates Run Book entries and knowledge articles based on incidents experienced in the production environment.• Drive the development and implementation of the tools and best practices needed to provide effective support• Work with wide cross section of teams, including SL3, Development, QA and central platform teams, effectively manage their expectations. • Prioritizes and diagnoses incidents according to agreed procedures and Investigates causes of incidents and seeks resolution• Investigates problems in systems, processes and services and ensures PIR (Post-Incident Review) reporting and Root Cause Analysis

Philippines

• Acts as an escalation point for user issues and requests within the P&L and Sub-Ledger Applications stream and report issues to senior management (VP/D/MD)• Provide a strong management oversight to offshore team in India (L2) and interaction with the Incident Management and Service Operations teams • Perform proper escalation management to Business, IT management and vendor • Work closely with Global PM teams and influence on the regional Production Support needs• Ensure the production support program complies with all relevant Deutsche Bank standards for IT services• Monthly reporting to IT management covering progress against service improvement plans, issues and risks; identify and follow through on DB communications & dependency actions for the RTB service• Chair Change Management Board for P&L Applications to ensure that all Change Request adhere to strict ITIL Standards where proper controls & checks are done prior to implementation to eliminate impact to Production

Philippines

• Worked closely with Product Management Team in the entire product life cycle.• Aid in requirements gathering prior to product development• Authored TrendMicro OfficeScan 10 and VSAPI ( Virus Scanning API ) Beta Test script.• Performs Early Engagement Testing/Beta Testing in support for proactive problem management as well as improve product quality.• Ensures support readiness prior to product release• Identify trends by reviewing existing & resolved incidents and look for common issues.• Review major problems post product release and identify action plan.• Maintain/Updates Product Community and Knowledge Management Portal.• Engage with Sales/Marketing in product POC/RFI/RFP

Philippines

• Ensures ease of case escalation with delivery of high quality and technically sound case resolutions by Core engineers• Led in providing technical assistance and case deflection services to TAM ( Technical Account Manager), L2 Support Engineers and Core engineers (SPS), and perform Level3 trainings• Provide high influence to Trend Micro product roadmap and life cycle• Perform technical coaching and mentoring to fellow and new Core Team members.• Contributes to the formulation of strategy and planning for continuous improvement of case management and handling for the Core Team

Philippines

• Handles escalation for Corporate and Premium support customers and performs troubleshooting, replication & resolution of major incident (P1/P2) relating to Trend Micro products via phone, email, webex or onsite if necessary. • Coordinates product-related issues to Service Engineering Group (SEG) and Product & Development Group (PDG) in aid for future patch/hotfix/major product releases.• Works with Courseware Development Team in delivering technical training on TrendMicro Products for L1/TAM (Technical Account Managers) for other business units.• Subject Matter Expert on technical solutions and knowledgebase documents. • Review technical documentation such as Admin/Installation and Upgrade Guide/Getting Started Guide for major TrendMicro Products.

Philippines

• Lead in case resolution for diverse and complex technical issues on use, support and implementation of Trend Micro products via telephone, email & webex• Contribute to Knowledge Base articles from actual customers issues and in-house simulations• Conducted in-house Technical training on TrendMicro products and Microsoft Windows Platforms (Desktop & Servers ) including Web Server Applications ( IIS ).• Delivered technical sharing to trainees, Technical Sales Engineer(TSE), Trend Micro Partners and Other Business Unit• Acted as SME ( Subject Matter Expert) to outsourced support (Skyes Philippines) for TrendMicro Pattern Roll-over project on All relevant products.