Jan Cromwel Detera Email & Phone Number

• Service Level Management* Problem Management* Continuous Service and Process Improvement* Crisis Service Management* Vendor Management* Service Availability Management* Platform Management* Service Delivery.
• 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

* 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. *.

• 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.
• 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
• 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

• 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
• Issuing communications during the progress of a Major Incident.

• 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
• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.

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
• Lead and mentor team members to ensure growth, productivity and efficiency.

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.
• 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
• 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.

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
• Implement cross-skill training and stretch assignment (all domains).

• 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
• 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.
• Making service restoration / recovery decisions, engaging the delivery center account team as required.

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
• Assessing and Agreeing Business Impact and Incident Severity Level

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
• Assessing and Agreeing Business Impact and Incident Severity Level

• 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.

• 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
• Assessing and Agreeing Business Impact and Incident Severity Level

• 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.