Sr. Consultant
Current#Provide oversight and subject matter expertise for Network Operations and Engineering’s ITSM processes for Incident, Problem, and Change Management.#Provide training to other teams within the Network programs on ITSM best practices.#Provide reporting to leadership on key performance indicators on adherence to Mastercard’s ITSM requirements.#Identify gaps and opportunities to mature existing ITSM processes and partner with the ONE Service Management team to implement… Show more #Provide oversight and subject matter expertise for Network Operations and Engineering’s ITSM processes for Incident, Problem, and Change Management.#Provide training to other teams within the Network programs on ITSM best practices.#Provide reporting to leadership on key performance indicators on adherence to Mastercard’s ITSM requirements.#Identify gaps and opportunities to mature existing ITSM processes and partner with the ONE Service Management team to implement improvements.#Collaborate with other teams to determine root cause analysis (RCA) and corrective action.#Prepare presentations for post-mortem reviews of major incidents with executive leadership.#Accountable for Change Management policy adherence to ensure network changes are strategically planned and executed with the least risk of service disruption to our customers.#Accountable for evaluating changes for accurate and appropriate documentation and information is present prior to change approval.#Audit Incident and Problem tickets to ensure that documentation is sufficient and Post-Incident Review and RCA activities are completed.#Perform Problem Management to track and manage monitoring defects or process gaps to prevent the reoccurrence of Network outages.#Perform network analysis to ensure network integrity and performance is at an optimal state.#Provide coaching and guidance to team members about Mastercard’s ITSM processes and requirements Show less
