• Lead a team of incident coordinators• Manage service delivery to ensure all customer service level agreements (SLA) were met• Point of contact for incidents impacting multiple users enterprise wide • Ability to efficiently drive technical recovery for major severity incidents, reducing the mean time to recovery (MTTR)• Responsible for prioritizing and assigning severity ratings to all multi-user incidents • Proven ability to assess reported incidents and provide approvals… Show more • Lead a team of incident coordinators• Manage service delivery to ensure all customer service level agreements (SLA) were met• Point of contact for incidents impacting multiple users enterprise wide • Ability to efficiently drive technical recovery for major severity incidents, reducing the mean time to recovery (MTTR)• Responsible for prioritizing and assigning severity ratings to all multi-user incidents • Proven ability to assess reported incidents and provide approvals for immediate production changes• Effectively manage multiple incidents simultaneously while keeping a high level a customer satisfaction• Responsible for preparing reports for and chairing CIBC’s Morning Operations Review (CMOR) meeting• Manage, create and update incident tickets to resolution within ServiceNow Show less

• Managed the Incident process end-to-end to ensure efficient and swift resolution of the incident • Responsible for prioritizing and assigning severity ratings to all multi-user incidents • Effectively managed multiple incidents simultaneously while keeping a high level a customer satisfaction• Managed incident recovery bridges • Created/updated severity notifications • Monitored and responded to email inquiries received by the Help Desk/support teams • Tracked and… Show more • Managed the Incident process end-to-end to ensure efficient and swift resolution of the incident • Responsible for prioritizing and assigning severity ratings to all multi-user incidents • Effectively managed multiple incidents simultaneously while keeping a high level a customer satisfaction• Managed incident recovery bridges • Created/updated severity notifications • Monitored and responded to email inquiries received by the Help Desk/support teams • Tracked and reported on service calls and incidents from Identification to Closure • Provided quality control of incident tickets Show less

• Supported multiple tier 1 and 2 applications across the Retail Markets line of business • Ability to understand customer needs and expectations, provide excellent service and fulfill customer expectations• Followed up on ongoing incident tickets for client resolution• Monitored Retail Markets card products support and escalate accordingly• Quickly identified multi-user incidents and escalated to incident management• Abilty to take calls, monitor alerts and service desk… Show more • Supported multiple tier 1 and 2 applications across the Retail Markets line of business • Ability to understand customer needs and expectations, provide excellent service and fulfill customer expectations• Followed up on ongoing incident tickets for client resolution• Monitored Retail Markets card products support and escalate accordingly• Quickly identified multi-user incidents and escalated to incident management• Abilty to take calls, monitor alerts and service desk mailbox• Provide excellent customer service and understanding how to deal with irate clients• Maintained written documentation on each contact; respond to clients; escalate complex incidents to the next level of support as required by documented procedures/policies Show less