Nicole Major Email & Phone Number

Gb

● Successful management of remote operations team consisting of USA and India based employees (avg 12 reportees) ● Daytodayticket handling and shift staffing ● Escalations to development, product management and other Delivery Leads as needed ● Participate in interviewing and organization of onboarding of new staff members ● Collectively worked on merit increases and promotions ● Initiated onboarding/offboarding of staff accounts to ensure security requirements were maintained. ● Theopsteamsuccessfully supports the underlying infrastructure of the Analytics Foundation platform which is used by approx. 15 independent applications. ● Participation in product strategy calls with the product owner and PM’s ● Participation in calls with application development teams to discuss issues/concerns that may arise during their development process. ● Perform bi-weekly 1:1 sessions with staff to discuss successes and challenges that each employee may be facing with their work/life balance and workload and expectations. ● Participate in change management approval process.

London, Gb

.

Waltham, Ma, Us

• Successful management of a remote technical support team who are located across North America• Operational collaboration and implementation of KPI’s, staffing and operational changes as part of a 5 person management team in NORAM. 12 managers World Wide• First point of customer escalations from various internal organizational groups.• Routine ticket reviews based on customer feedback and ad- hoc ticket system inquiries.• Maintain support engineer scheduling, project allocation and work life balance.• Participate in calls with customers to review open tickets and ensure timely updates.• Management stakeholder in ticketing platform upgrade• Collaboration of process improvements with CxOps team.• Regular communications with Customer Success, Product Management and Development on various issues.• Perform regular 1:1 sessions with staff to review tickets and provide constructive and encouraging feedback. Setting and supporting SMART goals.• Interviewing new hire candidates• Collectively working on Merit Increases and Promotions• Collectively designed and re-worked support engineer roles and responsibilities

Waltham, Ma, Us

• Manage a technical support team that spans multiple geographical regions, including UK, APAC and the US• Work closely with product management, development, operations and the network operations center to identify and resolve complex customer issues.• Attend and provide customer facing input to weekly Change Advisory Board meetings as well as emergency change requests.• Provide guidance and support to my team of 10 Technical Support Engineers. Including but not limited to escalations, frequent team meetings and diagnostic troubleshooting.• First point of customer escalations from Customer Success Managers, Account Managers, Sales Engineers and other internal groups.• Routine ticket reviews based on customer feedback and ad- hoc ticket system inquiries.• Maintain support engineer scheduling, project allocation and work life balance.• Integral part of Support Convergence project in which two support teams are merging into one. This involves working closely with my management counterpart in Detroit. Creating new processes, ticketing templates and providing timely and complete communications as well as organize training between the two teams.• Working with the Operations Automation team to validate and provide constructive feedback on new automation monitoring and internal tool requirements.• Attend weekly Scrum; planning and demo sessions. Providing feedback and ensuring that documentation is provided for upcoming changes.• Updating Community notifications for timely and accurate customer notifications of outages and maintenance windows.• Routine usage of JIRA for customer ticketing and escalations.• Routine usage of Splunk for identifying production issues.• Regular usage of the Dynatrace Synthetic Monitoring product to troubleshoot and advise customers on questions regarding their testing measurements.• Frequent calls with customers to review open tickets and ensure timely updates.

Waltham, Ma, Us

Utilize JIRA to manage and coordinate production changes through a full change management process, based on ITIL Foundation methodology.Integral part of the implementation and execution of new Change Management process and workflow Facilitate weekly Change Management meetings.Documented the CMR process and provided training to staff.Use JIRA to formulate and manage SCRUM project management of small cross functional teams.Perform some JIRA administrative duties, including creating user accounts, projects, workflows and permissions.Provide level three support to the Network Operations Center staff.

Detroit, Mi, Us

Compuware purchased Gomez in 2010 and my position was secured with the acquisition. I was promoted after 8 months to Team Lead. Heading a team of 10 NOC engineers ensuring that the Global Network is consistently available and reliable for the customers. Recently passed ITIL Foundations and working toward Quality of Service and Change Management concentration.

Waltham, Ma, Us

Network Operations Center Engineer, monitoring 180 global sites for connectivity, efficiency and pro-active issue identification and resolution.

Watford, Hertfordshire, Gb

Us

Us

Us