ITIL Severity Manager/Incident Manager Global Technology Infrastructure/Production Assurance
Directed 2nd and 3rd-tier technical support through resolution of high-priority network and critical infrastructure outages; scope of functions included root cause assessment, action planning and execution, tracking changes, communication with lines of business,regional management, and coordination of 3rd-party vendor access and service level agreements.
Lines of business included: Treasury Services, Retail Banking/Auto/Education Finance, Check Clearing Operations, Card Services and Emerging Payment Systems, Investment Banking, Real Estate (Regional Facilities Management), Private Bank Asset & Wealth Management, Corporate Development Legal/Compliance, and Global Technology Infrastructure.·
Role placed focus on business continuity and reducing mean time to repair (MTTR) via “follow the sun”, geo-diverse coverage (with centers in New York City, Columbus, Chicago, Dallas, Tokyo, Hong Kong, Mumbai, and London).
Effectively documented incident history capturing business impact, trending problems, and tracking changes; maintained multiple contact databases, IM messaging clients, paging group directories, multiple distributed systems infrastructure libraries, multiple ticketing systems. Collected data on OS, storage, network, and natural disaster outages.
Contributed to IT security configured for rapid redeployment; utilized best practices proven to operate remotely on encrypted laptops with secure RSA logins over wired VPN remote access, using regional call directors and VOIP.