Major Incident Manager Resume

SUMMARY:

4 - year experience as an Incident/Problem Manager I supporting the FERC contract IT Staff by managing major incident resolution and facilitating and coordinating IT problem investigations. Specifically, the Incident/Problem Manager:
Highly adaptable to changing environments with a keen ability to swiftly analyze and interpret new information while leveraging professional experience to draw conclusions and recommend solutions
Strong communication skills demonstrated by facilitating high severity incident technical bridge calls, authoring post-incident lifecycle report, and creating/presenting end-user training
Quickly able to understand new concepts and products as exhibited by the creation of software release documentation, service desk solution articles, and by providing project implementation support
Solid ability to strategically define ambiguous situations by analyzing data, asking probing questions, and utilizing extensive technology knowledge to optimize results
Extensive history creating metric reports for daily operations, projects, and ad hoc requests with proven ability to analyze data to identify trends and process enhancement opportunities
Solid knowledge of process improvement methodologies with training in and experience using Lean
Experience with SQL SEVER DATA BASE Using SQL tool to write Queries to extract data from database and Analyze to improve business strategies

TECHNICAL SKILLS:

BUSINESS ANALYSIS TOOLS: Microsoft Visio, Excel, EDI,Net Backup 5.5

OPERATING SYSTEMS: Window Server 2008 Admin/windows 2008

DATABASE: MS-SQL Server 2008 R2/20012

SQL SERVER TOOLS: Enterprise Manager,profiler, Query Analyzer

PROFESSIONAL EXPERIENCE:

Major Incident Manager

Confidential

Responsibilities:

Ability to present technical information to both technical and non - technical audiences.
Adhere to ITIL Service Management industry standard processes.
Clear, precise communication directly with Executive level through reporting and documentation of incident events
Collaborate with business units and management on the analysis, escalation and reporting of security incidents
Collaborate with business units and management to develop and update IS and IT process and procedure documentation.
Coordinate resolution for global high severity incidents for 1,000+ applications and servers, both in-house and vendor hosted environments; supporting over 100,000 internal and external end-users
Identify service improvement opportunities through trend analysis
Lead the root cause analysis, remediation and/or mitigation of major server/application events.
Leading and driving of technical conference bridges, Root Cause determination, Severity Level Assessment, Change management and report directly with Executives, Senior Sustain Managers, and all other stakeholders.
Managed 5-6 Priority 1 bridges per month and 20-30 Priority 2 technical bridges per month.
Promote open communication across teams and with peers to complete objectives and goals during all major events.
Relationship management of assigned vendor partners to achieve the goals of the engagements.
Reporting metrics meetings to develop team strategies and define customer service

Incident, Problem, Change management

Confidential

Responsibilities:

To make sure the all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.
Ensured to be able to successfully bring down the MTTR (Mean time to resolve) for all categories of incidents
To manage and support all service incidents either personally or via the Service Desk, through to successful completion and user satisfaction
To regularly review, performance and trends in response to incidents and to provide recommendations to the Service Manager for service improvement. The emphasis is on swift resolution of critical incidents, which have severe business implication or have the potential of causing disruptions / unavailability
Actively manage the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line sup - port groups.
Effective and rapid response to Major Incidents, also chair all Major incident meetings & technical
Bridges further develop and maintain the incident management process.
Ensure that any service breach is suitably recorded and described before it is closed
Produce metrics for service performance and customer satisfaction both on a regular and an ad hoc basis
Participate in the escalation process, involving senior delivery team both within IBM and at the customer side.