Samuel Knowles, Sa, Popm Email and Phone Number

Oversee and manage multiple teams within technology to ensure change control is as safe and swift as possible to continually deliver value to our customers and business as efficiently and effectively as possible. Utilizing my 15+ years within IT, I have developed and implemented strong processes and guidance to achieve strong change management disciplines while continuing to improve the landscape to help support our ever growing and changing environment.

Managing the Network Operations Center, I have oversight of two different teams to ensure we are "Always On" as a bank. We have been described as air traffic control. Our job is to ensure all critical and customer facing systems are functioning properly, traffic is flowing smoothly, and engage/facilitate resolution as quickly as possible when not. The two teams I manage are Mainframe Ops and Mission Critical Monitoring. We are a 24 / 7 / 365 day a year center totaling 24 associates distributed evenly over 3 shifts. Mainframe Ops is the team responsible for monitoring and facilitating resolutions for issues with:> the daily job processing in z/OS> overnight bank update cycle> health of our z/OS, DASD and VTS systems> Disaster Recovery Readiness systemsMission Critical Monitoring is responsible for monitoring and facilitating resolutions for issues with:> customer facing websites and applications> critical applications within the enterprise> critical hardware (servers, routers, switches) within the enterprise> assist with Severity 1 critical issues

Responsible for managing the Level 2 team within the Technology Support Center. This team provides in-depth troubleshooting and resolution to our fellow associates when escalation is needed by Level 1. I work to develop a culture that is: Engaged - By working together as a team and developing relationships with other technology groups to help assist one another when complicated issues arise. Also, by communication via bi-weekly staff meetings, monthly 1on1's and annual RPM's.Equipped - By coordinating regular training and job shadowing opportunities with other groups within technology in addition to beneficial webinars or classes by our training dept. This allows me to better mentor each team member through their career path trajectory and help them grow here at Regions whether in Level 2 or beyond.Efficient - By engaging and equipping the team we consistently have a high resolution percentage. Also, through analyzing various reports and metrics I look for patterns that may expose larger issues and serve them up to my team, the appropriate technology groups and/or upper management as appropriate allowing for resolutions to be put in place on a larger scale minimizing business impact.

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