Collaborates with other IT teams on integration of technology continuity practices. Acts as a Disaster Recovery coordinator during response efforts, and assists recovery support and business resumption staff in the implementation of response and alternate operating strategies for Global Technology.Develops and plans testing activities for IT business resumption plans, including on-site testing at disaster recovery site. Consults and advises on testing methodologies for system and application teams.Documents IT business resumption plans and procedures and provides advisory services to technology teams for documentation readiness. Validates technical requirements for Information Technology resumption plans mapping them with Recovery Time Objective and Recovery Point Objective requirements from business teams.

Lead in incident management tracking, trending, and adherence to established SLA’s.Gathers, analyzes, and documents business requirements to drive the design and development of technology and/or process solutionsLeads issue resolution efforts across peer support groups, technical support teams, and vendors Align processes and procedures with 3rd Party Vendor Unisys on Incident Management duties.Creates, documents, and communicates support team transition processes that are unique to Incident ManagementAccountable for managing and executing an ongoing roadmap for Incident Management building on ITIL standards. Develops analysts through coaching and mentoring

Assist in establishing processes, procedures, and policies.Monitor incoming and outgoing telephone calls.Provides feedback and coaching to partners.Supervise the partners within assigned team through managing performance, addressing employee relation issues, and making hiring decisions.

First point of contact for technical support of global retail POS systems and end user support.Troubleshoot and resolve retail WAN and LAN network connectivity issues and report trends.End user support for wireless connectivity, VPN issues. Troubleshoot Citrix issues, and used Active Directory for view user accounts and reset passwords. Provided pass thru support for JDE and Oracle applications.Document calls and track issues to resolution. Escalate issues as appropriate to Level II. Assist in training new analysts in classroom setting and on live calls. Create polling reports and train on polling report duties.