Romey E. Email & Phone Number

• Leadership and Governance:o Lead IT Service Management teams in managing daily operations, ensuring effective process ownership and governance for core ITSM functions such as Incident, Major Incident, Problem, Change, Configuration, Service Level, and Knowledge Management.o Oversee the continuous improvement of critical ITSM process documents (Incident, Problem, and Change Management), aligning them with ITIL standards.• Training and Alignment:o Conduct regular training for team members and technology staff, ensuring alignment and proficiency in ITSM processes and best practices.• Major Incident Management:• Strategic ITSM Roadmap Development:• Continuous Service Improvement (CSI):o Develop and drive a Continuous Service Improvement program to maintain operational visibility, minimize risk, and ensure opportunities for improvement are thoroughly implemented.• Cross-functional Collaboration:o Integrate and participate in cross-functional activities with Architecture, Governance, and Risk Management to ensure ITSM processes align with organizational standards and objectives.• Metrics and Performance Management:o Define, develop, and report on key service metrics to measure operational performance, identifying opportunities to mature operational processes within the Technology Organization.• ITSM Program Expertise and Collaboration:o Serve as an internal ITSM expert and advisor, leveraging ITSM framework expertise to advance program delivery. Maintain a diverse peer network of ITSM professionals to exchange insights, continuously improving the ITSM program’s efficiency.

Canada

Canada

Responsible for the hosting and ongoing management/maintenance of IT systems hosted within CP’s environment. Primary objective is to manage incidents with the highest impact and urgency that cause high impact interruptions to customer’s business activities. Restore services as quickly as possible to minimize any negative impact on business operations and involve engaging all necessary stakeholders to ensure fast recovery of the service to return to normal operations. Accountabilities:• To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained;• Coordinate all activities required to lead significant incidents in compliance with SLAs;• Serve as an escalation point of contact and co-owner of Major Incident, with the primary focus on restoring the services;• Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident;• Ensuring that effective communication is maintained with the Executives, Business Leadership during a major incident;• Preparing internal reports on Major incidents and leading their review with Executive Management;• Work with Service Delivery Management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact;• Coordinating the resolution of incident by participating in the interaction with multiple customer groups and representing Production Operations Incident management in a series of daily forums to report status and receive feedback on operational handling/issues.

CnC Manager / Senior Incident Manager – Collective Intelligence & Command Centre (CnC) – Technology Infrastructure supporting all LOBs within the Bank. Oversee Command Centre Operations (Network, Infra, App. and services monitoring) Ensure Command and Control of Operations and Major Incidents Liaise with SMEs within the Command Centre during Critical and High priority incidents and events. Manage and direct High and Medium Severity Incidents to closure Lead Crisis Management invocation & response as required  Ensure all activities within the incident management area as per process Monitors and maintains a proactive de-risking focus Ensure Major Incidents are driven with appropriate urgency Lead complex IT issues where analysis of situation requires in-depth evaluation and driving restoration of service through effective engagement of support teams. Guide resources within the Command Centre as required  Liaise with service managers and CTM for overall process and stability issues Maintenance and currency of critical services list.  Ensure that relevant stakeholders are well engaged and to be the key escalation point for stakeholders to address issues on critical incidents Ensure standardized and consistent quality process across both centres  Perform random sampling of incidents to identify process gaps and contribute to the continual improvement of the Incident Management process and ensure proper lifecycle transition from Incident to Problem Management processes. Process re-engineering and facilitate knowledge gathering and sharing on critical systems/services to better improve incident management activities Contribute towards specific operations management activities and Projects or initiatives as required. Perform skill assessment to ensure required capability for operations.  Build effective working relationships with Information Technology teams, including vendors and business partners.

Service ManagerEnsuring region specific services are meeting Service Level Agreements (SLAs) and availability metrics for all Technology components. Manage contractual SLAs with end customers. End-to-end responsibility for the IT services in the SLA and ensure that the services meet the agreed requirements for quality. Conduct periodic reviews with all stakeholders and executive management to provide recommendations and analysis towards service improvements and key technology impacting decisions. Attend weekly CAB to be apprised of the Major changes impacting the region. Provide impact assessments during major incidents. Ensure Major Incidents are driven with appropriate urgency, Keep stakeholders abreast of the incidents statuses.Service Recovery Manager (Major Incident Management), Technology Service Management The Service Recovery Manager (Major Incident Manager) role gives structure and formality to what was historically referred to as the role of Technical Restoration Incident Manager (TRIM). This includes decision making authority to do what’s required to expedite restoration of service, assessment of business impact including internal/external, financial, compliance, regulatory, reputational, and missed Service Levels/deadlines and firm-wide impact. Based on the assessment, define the severity level, act as an escalation point for the services provided by the Technology division. Actively coordinate and lead recovery teams during technical restoration efforts. Demonstrated capability to effectively manage technical recovery and post restoration activities. Provide management oversight and coordination for all technical recovery activities being undertaken within various departments. Assist to train new employees and partner with related business stakeholders.

Assessment of business impact including internal/external, financial, compliance, regulatory, reputational, and missed Service Levels/deadlines firm impact. Based on the assessment, define the severity level. Service Now Incident Management: Major incident ticket creator, senior execute communication including real time updates and key milestones of all major events, capture key details for proper documentation of all major incidents and incident assignment.Identify business operational procedures to assist in mitigating business impact during an incident triage phase. Provide resolution recommendations based on symptom analysis. Knowledge base template and article creator.Identify incident management gaps and create solutions to expedite client resolutions.Major severity incidents mentor and process guidance. Daily major incident audit to ensure 100% data quality.Identify all severity incidents and execute established procedures such as escalating to support teams, facilitating conference calls, and driving support teams to a quick and effective solution. Facilitate root cause meetings for all major critical incidents (specifically on weekends). Supporting all incidents impacting Consumer groups, Institutional Client Group and Corporate Center LOB’s.Driving decision making for incident resolution and minimizing impact to the businessRunning both technical conference bridges and business update callsEscalations to Senior IT Management and Business heads.Providing incident updates to stakeholdersCapturing incident follow ups and completing formal Post Mortems.Responsible for sending all Incident notifications as per agreed process and regular follow-up with support team for relevant notification updates per SLA and drive resolution.  Attending Major Problem Review (MPR) meetings to coordinate with resolver and support groups to establish a detailed root cause.

CITI GROUP - Dec 2007- Sept 2013Manager Asia-Pacific and EMEA, Operations, Incident & Problem and Change Management Team Singapore Managing Critical Severity and High severity incidents arising within the Citi Technology Infrastructure (CTI) supporting all Citibank Businesses and partners. Overseeing the service operations Platform (Mainframe, Midrange operations- Batch monitoring) Time sensitive communication to senior management and stakeholdersRunning both Technical conference bridges and Business update callsCollating Technical and Business impactDriving decision making for Incident resolution and minimizing impact to the businessEscalation to Senior IT Management and Business heads.Providing Incident updates to stakeholdersCapturing Incident follow ups and completing formal Post MortemsMeasuring performance against Service Level Agreements and Key performance areas.Responsible for Incident management, problem management and change management as Manager for the projects involved and also providing technical advice in identifying, evaluating and developing systems and procedures that are cost effective and meet user requirements.Drive Major Problem Review (MPR) meetings to coordinate with resolver and support groups to establish a detailed root cause.Responsible for sending all Incident notifications as per agreed process and regular follow-up with support team for relevant notification updates per SLA and drive resolution. Accountable for delivering weekly and monthly reports for Incident, Problem and Change Management to the Service Delivery Manager.

Team Lead- Command Center, Data Center Services Accountable for handling Service Operations & performing as a Team Lead for Command Center- Incident Management.  Collaborated with the team members and senior management to maintain a continuous stream of information regarding the project status and progress. Managing day-to-day operations of the data centre. Met operational standards by contributing information to strategic plans and reviews; implemented customer-service, productivity and quality; resolved problems; identified system improvements. Maintained the Server Infrastructure, Installation, migration and configuration of client workstations, managed Local and Domain wide groups. Handled Real Time & continuous follow-up with global support teams for critical & high priority incident resolution; regular follow-up with global support teams for resolution of incidents. Assisted the Various competencies like Mainframe, UNIX & Unisys in the Command Center by facilitating Turn-Over Calls, Conference calls for Work order approvals and creation of Peregrine Tickets. Monitored BMC-PATROL for Alerts pertaining to the servers located in Ashburn and Richmond sites. Acknowledging the alerts and take necessary actions on the same. Involved Creation of Peregrine tickets through UNISYS software as requested by our third parties or Internal Support Groups for Contingency Plans & Emergency Work Orders / Change Orders. Responsible for sending all Incident notifications as per agreed process and regular follow-up with support team for relevant notification updates per SLA and drive resolution Worked as SPOC for DR (Disaster Recovery) activities for India Command Center, handled shift ROTA and Transport Updating. Acted as lead for WST (Workstation Security Tools) Compliance for Capital One India Team to ensure that all systems adhere to the IBM compliance policies.