Jan Cromwel Detera Email & Phone Number

Valenzuela, Ncr, Ph

* Service Level Management* Problem Management* Continuous Service and Process Improvement* Crisis Service Management* Vendor Management* Service Availability Management* Platform Management* Service Delivery ManagementService Level Manager (SLM) is responsible for all aspects of defining and managing service metrics. They are the expert in the creation, analysis, interpretation and presentation of performance against measures, proactively managing adherence… Show more * Service Level Management* Problem Management* Continuous Service and Process Improvement* Crisis Service Management* Vendor Management* Service Availability Management* Platform Management* Service Delivery ManagementService Level Manager (SLM) is responsible for all aspects of defining and managing service metrics. They are the expert in the creation, analysis, interpretation and presentation of performance against measures, proactively managing adherence to, and ensuring effective reporting of, progress against targets in Service Level Agreements (SLA's).• Develop and maintain strong working relationships with key internal/external stakeholders, including Service Leads, Account Leads, Commercial Leads, Operational Capacity teams, customers and suppliers.• Negotiate, agree, design, manage and maintain SLAs and associated credit structures as required.• Negotiate, agree, design, manage and maintain OLAs as required.• Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions• Develop and manage Corrective Action Plans with Service providers• Work with Change Managers to understand the SLM requirements for proposed new services and changes• Responsible for Daily, Weekly and Monthly Service Reviews, ensuring that they are running effectively• Accountable for all aspects of Service Provider(s) Performance Management, including problem escalation, SLA management and tracks escalated performance issues and disputes with Service Providers• Drive the Service Provider(s) continual improvement processes, ensuring that the client obtains the anticipated value and benefits from the relationships and associated contracts Show less

* Act as Incident commander during major incidents. * Coordinate cross-functionally to identify key roles in quickly responding to issues. * Establish incident reporting baselines, business objectives and plan strategies. * Implement tactics defined to effectively get resolution. * Calibrate with various business units to help prepare for events. * Streamline incident and problem reporting. * Prepare communications internally and coordinate external communications with… Show more * Act as Incident commander during major incidents. * Coordinate cross-functionally to identify key roles in quickly responding to issues. * Establish incident reporting baselines, business objectives and plan strategies. * Implement tactics defined to effectively get resolution. * Calibrate with various business units to help prepare for events. * Streamline incident and problem reporting. * Prepare communications internally and coordinate external communications with appropriate stakeholders. * Take charge and help reduce the noise for technical teams while providing needed updates to the business. * Track and maintain MTTA and MTTR and bring transparency to the organization. * Work closely with SRE and NOC teams to provide feedback and improve MTTD. * Help define incidents and problems and drive efficiency through proper subject matter expert engagement. * Track root-cause analysis and help with improvements by collecting and driving corrective actions and preventive actions. Show less

• Works with the System Implementation vendor, Track Leads, Team Leads, and relevant business segments / groups in detailing the operational rollout strategy, system cut-over plans through analysis and identification of required activities and resources for the SI vendor and the Bank during the Go-Live execution • Creates and manages execution of the Go-Live checklist / Implementation Plans which includes the detailed tasks, sequence, schedule and responsible people for the following key… Show more • Works with the System Implementation vendor, Track Leads, Team Leads, and relevant business segments / groups in detailing the operational rollout strategy, system cut-over plans through analysis and identification of required activities and resources for the SI vendor and the Bank during the Go-Live execution • Creates and manages execution of the Go-Live checklist / Implementation Plans which includes the detailed tasks, sequence, schedule and responsible people for the following key components:• Data migration and conversion to Production• Disaster Recovery setup• Fall back plan• Roll-back plan• Logistics• End user activities• Communication management• Plans and prepares for environment readiness and operational readiness, testing for readiness during the simulation/ mock runs• Manages the simulation and mock run activities which will include simulating fall back, rollback and disaster recovery plans• Publishes a report of Go-live concerns and issues, and their corresponding status to the Bank and to the System Implementation vendor. Show less

• Created Playbooks for all critical applications and infrastructures of the account.• Set and conduct meetings with the stakeholders, IT Operations and IT Development.• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA.• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.• Issuing communications during the progress of a… Show more • Created Playbooks for all critical applications and infrastructures of the account.• Set and conduct meetings with the stakeholders, IT Operations and IT Development.• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA.• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.• Issuing communications during the progress of a Major Incident.• Identifying appropriate timelines and targets for recovery actions, feedback and communications• Assessing and Agreeing Business Impact and Incident Severity Level• Considering if Disaster Recovery or Business Continuity Management engagement is required• Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration• Highlighting risks and issues in actions identified during any Major Incident• Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced• Suggesting workarounds and methods of speeding up the recovery of an incident• Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down• Maintaining the Major Incident Management process• Reviewing and updating process documentation and escalation support matrix Show less

• Performed as a Project Manager for the account.• Created Playbooks for all critical applications and infrastructures of the account.• Set and conduct meetings with the stakeholders, IT Operations and IT Development.• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA.• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third… Show more • Performed as a Project Manager for the account.• Created Playbooks for all critical applications and infrastructures of the account.• Set and conduct meetings with the stakeholders, IT Operations and IT Development.• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA.• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.• Issuing communications during the progress of a Major Incident.• Identifying appropriate timelines and targets for recovery actions, feedback and communications• Assessing and Agreeing Business Impact and Incident Severity Level• Considering if Disaster Recovery or Business Continuity Management engagement is required• Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration• Highlighting risks and issues in actions identified during any Major Incident• Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced• Suggesting workarounds and methods of speeding up the recovery of an incident• Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down• Maintaining the Major Incident Management process• Reviewing and updating process documentation and escalation support matrix Show less

11/F World Plaza, 5Th Ave. Crescent Park West, Bonifacio Global City, Taguig Cit

• Responsible to the business operations of Travel Guard which includes monitoring of all application and infrastructure servers and its services.• Evaluate processes within the team and coordinate the implementation of continuous improvement actions.• Escalation resource of technical support, production support, interpretation of data, and quality assurance. • Establish and maintain a dashboard.• Lead and mentor team members to ensure growth, productivity and… Show more • Responsible to the business operations of Travel Guard which includes monitoring of all application and infrastructure servers and its services.• Evaluate processes within the team and coordinate the implementation of continuous improvement actions.• Escalation resource of technical support, production support, interpretation of data, and quality assurance. • Establish and maintain a dashboard.• Lead and mentor team members to ensure growth, productivity and efficiency.• Lead team members to define root cause in a logical and systematic manner.• Review and update process documentation for event management. Show less

5/F Ibm Plaza, 16 Eastwood Ave, Bagumbayan, Quezon City

• Head of the Service Management team and accountable for providing integrated management across one or more Service Management processes for the full scope of the IBM account (or accounts) supported including IBM business units and third parties.• Bridge gaps between delivery teams to help drive rapid recovery during major incidents.• Lead ISM process awareness and provide education to delivery teams as required. • Facilitate continual service improvement of the ISM processes for… Show more • Head of the Service Management team and accountable for providing integrated management across one or more Service Management processes for the full scope of the IBM account (or accounts) supported including IBM business units and third parties.• Bridge gaps between delivery teams to help drive rapid recovery during major incidents.• Lead ISM process awareness and provide education to delivery teams as required. • Facilitate continual service improvement of the ISM processes for an account or set of accounts. • Collaborate with ISM process managers to ensure that the Process Interface Manuals (PIM) for service management are integrated and aligned with the Global Processes. • Ensure that local procedures and work instructions are developed. Show less

Quezon City, Philippines

• Supervise and manage 3 teams: Incident Managers, Problem Managers and Change Managers.• Manages all related activities of IPC (Incident, Problem, and Change) teams.• Responsible for the Process Maturity (Contractual Obligation), Process Creation (Non-Contractual), Work Instructions (Incident Management, Problem Management, Change Management).• Ensure adherence to SLA/SLO in the account on each domain.• Implement cross-skill training and stretch assignment (all… Show more • Supervise and manage 3 teams: Incident Managers, Problem Managers and Change Managers.• Manages all related activities of IPC (Incident, Problem, and Change) teams.• Responsible for the Process Maturity (Contractual Obligation), Process Creation (Non-Contractual), Work Instructions (Incident Management, Problem Management, Change Management).• Ensure adherence to SLA/SLO in the account on each domain.• Implement cross-skill training and stretch assignment (all domains).• Weekly meeting with ITO counterparts.• Report minimization on ISM Service-Line.• Successful Crisis Management.• Ensure audit readiness at all times with zero findings on pervasive issues.• Identify best practices and with SIL (Service Integration Leader) approval, implement in the account. Show less

• Responsible for managing service recovery from a Critical Incident and is the liaison to the Major Incident Manager.• Overall accountability or the execution of the Critical Incident process and procedures for his line of business.• Validating classification of an incident as a Critical Incident against Critical Incident Criteria.• Assembling a Critical Incident Team consisting of technical support people (other levels of support, across domains/competencies as required)… Show more • Responsible for managing service recovery from a Critical Incident and is the liaison to the Major Incident Manager.• Overall accountability or the execution of the Critical Incident process and procedures for his line of business.• Validating classification of an incident as a Critical Incident against Critical Incident Criteria.• Assembling a Critical Incident Team consisting of technical support people (other levels of support, across domains/competencies as required), management and key stakeholders to develop, execute, monitor and track an integrated resolution plan through service recovery of the Critical Incident.• Making service restoration / recovery decisions, engaging the delivery center account team as required.• Initiating and facilitating the Critical Incident bridge meetings and communications as needed (Critical Incident Technical Bridge, Critical Incident IBM Management Bridge, Critical Incident Customer Bridge).• Contacting the continuity provider for a Data Center crisis or for exceptionally sever single customer outages.• Obtaining and providing status on Critical Incident recovery progress.• Chairing the Incident Review.• Establishing and maintaining a dialogue with Technical Teams, Delivery Project Executive (DPE), Service Integration Leader (SIL), and Customer Focal as a single point of contact for specific Critical Incidents. Show less

Quezon City, Philippines

• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA.• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.• Issuing communications during the progress of a Major Incident.• Identifying appropriate timelines and targets for recovery actions, feedback and communications• Assessing and Agreeing Business Impact and Incident… Show more • Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA.• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.• Issuing communications during the progress of a Major Incident.• Identifying appropriate timelines and targets for recovery actions, feedback and communications• Assessing and Agreeing Business Impact and Incident Severity Level• Considering if Disaster Recovery or Business Continuity Management engagement is required• Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration• Highlighting risks and issues in actions identified during any Major Incident• Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced• Suggesting workarounds and methods of speeding up the recovery of an incident• Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down• Maintaining the Major Incident Management process• Reviewing and updating process documentation and escalation support matrix Show less

Mckinley Hill, Taguig City

• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA.• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.• Issuing communications during the progress of a Major Incident.• Identifying appropriate timelines and targets for recovery actions, feedback and communications• Assessing and Agreeing Business Impact and Incident… Show more • Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA.• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.• Issuing communications during the progress of a Major Incident.• Identifying appropriate timelines and targets for recovery actions, feedback and communications• Assessing and Agreeing Business Impact and Incident Severity Level• Considering if Disaster Recovery or Business Continuity Management engagement is required• Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration• Highlighting risks and issues in actions identified during any Major Incident• Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced• Suggesting workarounds and methods of speeding up the recovery of an incident• Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down• Maintaining the Major Incident Management process• Reviewing and updating process documentation and escalation support matrixAdditional Responsibilities:• Conducts training for new hires of AMS SMT Manila Team, GCMT Manila Team, TCCC Duty Management Team• Conducts cross-training and knowledge transfer for HSIM to align with the AMS SMT & GCMT processes• SME for the AMS SMT Manila Team Show less

• Act as a central point of contact between users, both shore side and IT Service Management.• Handle incidents and requests provides assistance that interface to other activities such as Change, Problem, Configuration, Release, Service level and IT Service Continuity Management.• Provide 1st and 2nd line desktop, application and infrastructure support or both shore and vessel based staff.

Thailand

• Developed lesson plans and instructional materials.• Conducted training on several programs based on updated school curriculum.• Assisted in motivating students in achieving completion of their projects and assignments.• Organized reports and evaluations on the performance of students’ grades, attendance and behavior.

Makati, Philippines

• Administer and Manage Lotus Domino and Notes Client• Register new notes client, re certifying Notes users• Management of Lotus Notes and Collaborations• Management of Blackberry Enterprise Server and Blackberry Users Support• Management of Mobile Iron Server and Mobile devices user support• Troubleshooting Agents or other basic database design related issues.• Troubleshooting and distinguishing between telecommunications, operating system, hardware, client, template… Show more • Administer and Manage Lotus Domino and Notes Client• Register new notes client, re certifying Notes users• Management of Lotus Notes and Collaborations• Management of Blackberry Enterprise Server and Blackberry Users Support• Management of Mobile Iron Server and Mobile devices user support• Troubleshooting Agents or other basic database design related issues.• Troubleshooting and distinguishing between telecommunications, operating system, hardware, client, template and server issues.• Notes/Domino software installation on servers and users.• Monitoring daily logs and server statistics.• Provide Phone, email technical support• Conduct researches on technology to keep abreast of latest in technological developments applicable to the company. Show less

• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA.• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.• Issuing communications during the progress of a Major Incident.• Identifying appropriate timelines and targets for recovery actions, feedback and communications• Assessing and Agreeing Business Impact and Incident… Show more • Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA.• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.• Issuing communications during the progress of a Major Incident.• Identifying appropriate timelines and targets for recovery actions, feedback and communications• Assessing and Agreeing Business Impact and Incident Severity Level• Considering if Disaster Recovery or Business Continuity Management engagement is required• Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration• Highlighting risks and issues in actions identified during any Major Incident• Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced• Suggesting workarounds and methods of speeding up the recovery of an incident• Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down• Maintaining the Major Incident Management process• Reviewing and updating process documentation and escalation support matrix Show less

• IT Support Service Desk Analyst of one of the global leaders in the beverage industry• Support includes computer hardware, software and telecom issues, network troubleshooting (VPN, LAN and advanced networks), Active Directory and SAP concerns, Blackberry and Lotus Notes configuration• Geographic locations covered by 24/7 support are North America, Europe, Eurasia, Africa and APAC

• Responsible in providing voice/chat/email support for Linksys networking device (LAN/WAN/Wireless, VPN, VOIP, NAS, Camera, Print Server)• PKI (Product Known Issue) Point Person for APAC Team• Escalation MemberAccomplishments:• Appointed as Team Leader for the newly deployed teams in CDO (Cagayan de Oro) for 6 months.• Appointed as Assistant Team Leader for APAC Team that handles escalation processes and mentoring team members while providing support via phone and email.