Provided strategic oversight and coaching to staff, ensuring adherence to the highest quality standards in team efforts. Led the major incident recovery process, driving timely and complex remediation activities to restore impacted infrastructure services to business-as-usual (BAU) status. Facilitated engagement with relevant parties and skillfully chaired major incident chat and conference calls, fostering a culture of urgency. Employed innovative leadership in Outage Management by challenging… Show more Provided strategic oversight and coaching to staff, ensuring adherence to the highest quality standards in team efforts. Led the major incident recovery process, driving timely and complex remediation activities to restore impacted infrastructure services to business-as-usual (BAU) status. Facilitated engagement with relevant parties and skillfully chaired major incident chat and conference calls, fostering a culture of urgency. Employed innovative leadership in Outage Management by challenging existing practices, conducting research, and contributing fresh insights to enhance team best practices and quality standards. Show less

Spearheaded the incident response team during weekend outages, orchestrating a coordinated effort among technical experts to swiftly identify, assess, and mitigate issues while maintaining quality standards. Collaborated with management and key stakeholders to develop strategic plans for managing outages, establishing clear objectives and protocols to minimize downtime and ensure business continuity. Proactively tracked and identified potential system issues and employed preventive measures and… Show more Spearheaded the incident response team during weekend outages, orchestrating a coordinated effort among technical experts to swiftly identify, assess, and mitigate issues while maintaining quality standards. Collaborated with management and key stakeholders to develop strategic plans for managing outages, establishing clear objectives and protocols to minimize downtime and ensure business continuity. Proactively tracked and identified potential system issues and employed preventive measures and troubleshooting during incidents to minimize impact and downtime. Established communication with cross-functional teams to streamline and expedite incident resolution and minimize disruption. Fostered strong client relationships within the Ernst & Young Account as a trusted point of contact for outage-related inquiries, updates, and resolution progress. Show less

Supported the Global Outage Management team, driving excellence in staff capabilities and practices, including documenting knowledge and processes, maintaining critical documentation, delivering impactful training sessions to team members, and fostering seamless inter and intra-departmental communications.

Verified incident impact and declared Px major incidents when necessary, aligning with ITIL industry standards for major incident management within the IT infrastructure. Drove major incident recovery processes, identifying and initiating time-critical and complex remediation activities to swiftly restore impacted infrastructure services to Business as Usual (BAU). Monitored and enforced compliance with agreed-upon timelines for recovery actions within Operation Level Agreements (OLA) for Px… Show more Verified incident impact and declared Px major incidents when necessary, aligning with ITIL industry standards for major incident management within the IT infrastructure. Drove major incident recovery processes, identifying and initiating time-critical and complex remediation activities to swiftly restore impacted infrastructure services to Business as Usual (BAU). Monitored and enforced compliance with agreed-upon timelines for recovery actions within Operation Level Agreements (OLA) for Px major incidents, proactively expediting service restoration. Partnered with key stakeholders and chaired Px major incident chat sessions and conference calls, maintaining a consistent sense of urgency and serving as a critical escalation point to expedite service restoration. Show less

Led a team of 9 incident managers with strategic command and control presence during all calls, including during senior management engagement. Cultivated internal relationships with staff and customers and global interactions, coordinating with senior management on high-impact issues.

Provided supervision and oversight to incident managers during major incidents, assisting them with analyzing issue severity, distributing executive communications to a global audience, and maintaining command and control presence on technical and management calls.