Jared Callaghan Email & Phone Number

Calgary, AB, CA

Toronto, ON, CA

Duties:Operational Strategy: Develop, implement, and manage operational strategies to enhance efficiency, improve business performance, and manage costs.Technical Strategy: Develop, implement, and maintain a technology strategy which aligns with business objectives and financial goalsProcess Improvements: identify opportunities for process improvement and.

Toronto, ON, CA

• Duties:
• Owner of operational processes and procedures
• Accountable for strategic direction of operations
• Accountable for overseeing new client onboarding
• Accountable for delivery of services to clients

Toronto, ON, CA

• Duties:
• Evaluate, design, execute, measure, monitor, and control business processes
• Work collaboratively across all departments to drive improvements into the management and effectiveness of business processes
• Curate and manage execution of the organization's Operational Maturity program

Toronto, ON, CA

• Duties
• Collaborate with Special Project Management and SOC Leadership to develop and mature a service strategy in line with business strategic direction
• Develop, test, and implement process and procedures for SOC operations and their technology estate
• Develop and implement an abstraction layer for interacting with the SOC
• Develop and mature client onboarding frameworks, ensuring successful transition following client acquisition through to sustained operational support.

Calgary, Alberta, CA

• Duties
• Owned and strengthened syndicated incident, problem and change management
• Managed processes through implementation of monitoring and alerting, enhanced telemetry, and used strong ability to effectively network across diverse areas of an organization to build and foster relationships with.
• Collaborated directly with program teams on syndicated roadmaps at the impact to operations, and with partners on the syndicated roadmap
• Advised on controls and risk management processes and practices, and determined risk, benefits and impacts of operational changes and options by assessing technology impact of new syndicated developments
• Utilized excellent verbal and written communication skills as participant in the Change Advisory BoardKey Achievements

Calgary, Alberta, CA

• Duties
• Maintained liaison, and executed all operational coordination and escalation activities with external partners and vendors
• Monitored and reported on all Advanced Technology Operations technical and procedural incidents
• Identified and recommended to team and management potential improvements or immediate risk concerns by acting as subject matter expert for the Advanced Technology Operations teams application portfolio, and participant.
• Used resourcefulness and creative problem-solving to collaborate with a limited set of technical resources and management to develop and train a new operational support team to implement and support novel video and.
• Advised on controls and risk management processes and practices as subject matter expert of end-to-end provisioning and service delivery of Shaw’s syndicated video and broadband services

Calgary, Alberta, CA

• Duties
• Acted as champion during a business transformation activity combining previously decentralized Management team into one centralized organization through curation of training resources and incident scenario playbooks
• Increased service availability for multiple digital platforms by identifying and arranging implementation of pro-active monitoring and self-healing of previously un-monitored services through problem management.
• Conducted root cause analysis of incidents from initiation through closureKey Achievements
• Ensured continual service improvement of Enterprise Technology services through effective implementation of both incident and problem management processes
• Facilitated timely incident response process including engagement of multiple stakeholder groups across the organization

Calgary, Alberta, CA

• Duties
• Exhibited reliability and accountability as front-line IT support for all of Shaw Communications
• Provided support and facilitated resolution for any and all IT issues
• Acted as design and delivery consultant on training and documentation to facilitate training of new analysts
• Administered user access to Shaw assets through active directory roles and security groupsKey Achievements
• Demonstrated ability to effectively manage multiple and conflicting priorities by conducting first level triage for application and infrastructure related faults impacting individual users or systemic processes

Calgary, Alberta, CA

• Duties
• Implemented Helpdesk call tracking to provide leadership with telemetry on call trends
• Provided support and guidance for all internal call centre inquiries
• Provided leadership to new agents coming to the Helpdesk team
• Provided technical assistance to all clients, contractors, and fellow employees
• Troubleshoot problems with all internal and external Star Choice equipment