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.
• 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.

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.
• 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;

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.

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.

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.

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.

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.