Ensure the Incident Managers on the team are successful in following the Major Incident Management and Problem Management best practices and procedures, resulting in the ownership and timely resolution of single customer affecting P1 (Critical) Incidents and multiple customer or internal infrastructure impacting P0 (Crisis) Incidents. Execute the company’s service operations plan, ensuring alignment with the overall service operations strategy, business objectives and customer success objectives. Serve as an escalation point, internally and externally, for any Critical events. Drive the continuous improvement and update of internal Major Incident Management and Problem Management processes and procedures with the intent of increasing the efficiency and performance of the team and improvement of customer experience. Maintain essential KPI data for the team and perform trend analysis to identify and address outages and problems facing the business. Maintain employee work schedules including assignments, training, PTO, on-call rotations and overtime scheduling. Manage, mentor, and develop the skills of the team through establishing performance goals, monthly 1:1 sessions, and the annual performance evaluation process. When necessary, fill the role and responsibilities of a Major Incident Manager by taking end to end accountability of P1/P0 events through to their resolution.

Accountable for restoration of service for 11:11 System’s most critical incident management process actions (defined as internal crisis events affecting facilities and services), including guiding technical teams to execute failover procedures.Accountable for the restoration of service for 11:11 System’s single customer outages by guiding technical teams to execute failover / recovery procedures.Provide exceptional customer service through timely communication, professionalism and a strong sense of urgency to our customers and fellow team members.Act as Crisis Event Manager for all internal critical (internal crisis declaration) issues affecting 11:11 Systems internal infrastructure and single customer systems. Drive a high sense of urgency in actions and communications. Coordinate a management and technical communication bridges and execute escalation procedures with intelligence and authority.Provide timely, succinct and clear written and verbal communication to all stakeholders during internal crisis events including delivery of a written Service Interruption Report (SIR) within 24 hours of service restored declaration.Conduct post-mortem reviews with accuracy, precision and succinctness, both for specific individual events as required and for all events occurring in a specific time period for thorough evaluation of root cause(s), specific corrective actions, and general corrective actions across 11:11 System’s infrastructure. Coordinate activities with ITIL Problem Management governance team.Track, report and manage all follow-up actions for timely closure including procedure, process, training, technology and people actions associated with improving 11:11 System services.Participate in an on-call rotation and provide off-hours and weekend support as needed to deliver the service.Drive globalization of processes, training, nomenclature and responsiveness for internal crisis events.

Validated Major Incidents and followed through with coordinating and authorizing recovery actions or plans for Major Incidents. · Execute notifications and escalations as defined in the Standard Major Incident Management Process including Executive Alert notification. · Ensure that accurate timelines of recovery plans and activities on Major Incidents are documented. · Manage Major Incidents to resolution when engaged, ensuring the appropriate level of technical or business skill is actively engaged. · Participate in post Major Incident root cause analysis (RCA) as requested. · Assess Major Incident impact in a timely manner and holding accountability for event recovery. · Give authorization of any Major Incident recovery actions. · Provide direction on a Major Incident technical bridge call. · Establish a communication checkpoint schedule with the Service Management team on Major Incidents. · Enforcement of the Change Management / critical change window. · Authorize recovery actions on Major Incidents resulting from failed change activity. · Enforcement of the Problem Management process. · Ensure execution of the process principles and provide feedback/guidance to Service Line Management resources involved in the process.

Went back to school at SUNY / Empire State College for my Bachelor's Degree in Business Management.

As an Offering Manager, I was responsible for handling several key activities to ensure the success of the projects and accounts I was involved with so they met their business requirements. I was accountable for the successful delivery of an application per the Statement of Work with the CIO’s office and Document of Understanding with the Delivery teams and responsible for ongoing maintenance projects (or sub-projects.) I also managed the business results and developed solutions to meet service and financial targets, served as the interface for multiple customers, and made decisions that affected multiple projects and/or an entire Offering. I provided leadership to the Project Managers and teams and acted as an advocate for the performance of the project and metrics. Additionally, I interacted with the Project Managers on staffing and was responsible for managing the business results, including contract fulfillment, project plans, milestones, deliverables, and financial targets for projects within the annual strategy.

Served as primary focal point for all problem and change management activity under several accounts residing in the IBM Application Hosting Environment.• Conducted monthly account reviews of service level, customer satisfaction, and financials for audit response.• Assisted with the implementation of the IBM Sector Service Delivery Management competency model.• Supported organizational project initiatives and contributed to the success of existing and new customer projects.• Assisted with the deployment and support of IBM on-demand services.• Strengthened customer relationships through regular positive interaction, communications and customer meetings.• Performed root cause analysis and ensure that all preventative actions are completed in a timely manner.• Provided communications focal point between the Delivery Project Executive, Client and Service Delivery teams for information exchange, service inquiry, and service coordination.

Managed all technical support areas related to accounts residing in the IBM Integrated Supply Chain SAP architecture. Primary interface between the client and IBM, responsible for maintaining a high level of customer satisfaction.• Successfully managed multiple changes and scheduled system work for SAP supply chain platform.• Reviewed service impact problems, document root cause resolution verify accuracy of outage records.• Audited pending changes for accuracy and change window scheduling.• Chaired critical situation calls and coordinate root cause analysis meetings. • Compiled and distributed executive alert communications and daily problem and change reports.• Supported customer initiatives and projects and contributed to the success of new business endeavors.• Managed customer relationships and communications.

Supervised all critical system outages and coordinate technical support to attain problem resolution for both IBM Internal and Commercial accounts.• Served as a single point of contact for the SDC Northeast Operations team and perform critical situation management.• Managed all system outage problems through recovery.• Provided timely, customer-facing communications regarding application outages and maintenance.• Participated in efforts to identify criteria for troubled accounts.• Monitored change windows and engage the Operations Analyst for change activity as appropriate.• Collaborated with technical support teams, customer contacts, and account managers while assisting to correct critical problems and system outages.• Documented technical details of system outages and actions taken to resolve.

Served as a team leader and subject matter expert for several IBM Commercial help desks.• Provided onsite consultation with commercial customers to develop key processes for system infrastructure support.• Performed team lead duties simultaneously on seven commercial accounts.• Mentored a group of consultants, responsible for continuing education and training on all supported systems.• Handled scheduling and provided feedback to upper management on consultant performance.• Delegated problems to proper application developers and / or support groups, such as operations and availability management, to have large-scale problems resolved in an efficient and timely manner.• Created and distributed monthly measurements package to the Project Office members and account customers.• Aided in transitioning new help desk accounts, including process development and software implementation.