Experience

Raytheon Technologies

• United States
• Aviation and Aerospace Component Manufacturing
• 700 & Above Employee

• Team Manager - Enterprise Service Global Command Center

  • Apr 2022 - Present

  Building and Managing team of EIS Operational Command Center analyst's supporting corporate IT Shared Serivces. The team is accountable for incident / alerts response, service restoration and communication related to activities for standard high priority and Major Incident interruptions, providing expertise, leadership to matrixed technical teams, input to problem Management and Network Management Center teams based on documented strategy and scripts.

• Major Incident Manager

  • Apr 2021 - Apr 2022

  Major Incident Manager in Digital Technology, GIS (Global Infrastructure Services) supporting commercial, military, government aerospace and defense industry. Managing major incidents for shared services in Infrastructure, Cyber Security, Global Business Systems, Hosting, and Cloud. Additional projects include Major Incident, Problem, Change, Shared services monitoring processes to streamline the Corp initiative to follow ITIL best practices.



Raytheon Technologies via Innovien Solutions

• Major Incident Manager

  • Aug 2019 - Apr 2021

  Major Incident Manager for (UTC/RTX) Corporate Digital Technology team, Supporting Corp business in Aerospace Research, Development, and Manufacturing Industry supporting infrastructure, Cyber, Security, Global Business Systems, Hosting, and Cloud. Project managing Incident, Major Incident, Problem and Change processes to streamline the Corp initiative to follow ITIL V3 best practices. Key responsibility include: • Major Incident manager to resolve SEV 1 & SEV 2 production issues impacting Corp infrastructure, Cyber, Security, Hosting or Cloud services using ServiceNow • Drive technical bridges and discussion with IT partners, business SME, Vendors, and End users to resolve critical production issues • Managing weekly call with Technology partners, vendors to review problem records and assign tasks for short and long term resolution • Providing training to technology partners, business units, and vendors on Incident, Major Incident, Problem and Change Management • Working to mature Corp Incident, Major Incident Problem, and Change Management process to utilize ITIL best practice



State Street

• New York, New York

• Vice President Strategic Initiatives

  • Mar 2017 - Jun 2019

  Part of (AIS) Alternative Solution Investment - SBS Service team as a Project Manager, Driving the Client Information Delivery initiative. One of the core goals of team is to integrate data, set up straight- through processing, mitigating risks of manual process and vulnerabilities. Worning business SME and IT on projects, Client migration, modernization effort, adaption for seamless end user experience. As an Incident Manager, chairing, assessing, communicating and risk analysis for business impacting incident calls with senior business and clients of impact and resolution. Produce monthly metrics for Executive Management on trends, risks and problematic areas. Work close with Problem Management, IT Project Manager for Resiliency, and QA improvement, Key responsibility include: • Engage business and IT to define project scope, segregate Tactical and Strategic initiatives, analysis, design, development, testing, implementation and post implementation of projects phases • Drive technical discussion with IT partners, business owners and clients for projects • Work with business owners to create business cases and prioritize for modernization effort, submit to IT for estimates and get business approval for scope of work • Create project plan based on scope initiative, define stakeholders and timeline for each action items • Setting up daily, weekly, bi-weekly calls with stakeholders on overall project status, issues and risks and creating presentation for senior business folks • Working with IT on Resiliency projects to ensure new infrastructures, upgrades, software lifecycle, modernization projects are executed, on tracks and raise key risks / issues to senior business and compliance committee • Chairing business calls to analyze incidents impacting clients, SLA, SLO and financial impact • Providing weekly and monthly metrics for executive management on Major incidents and Problem Areas by Business Department, Applications and Analysis of data comparison



State Street via Randstad Technology Inc.

• New York, New York

• Incident Manager

  • Jun 2016 - Mar 2017

  Part of AIS - Strategic Business Solution- Incident Management team responsible for the overall service delivery process across AIS business lines. Responsible for maturing Incident Management processes, Chairing Major Incident calls impacting AIS business lines along with Technology, Vendors and Clients. Performing analysis for business impacting incidents, producing weekly and monthly metrics for Executive Management for Major Incidents and Problem Management. Working on Resiliency and QA improvement as project manager for AIS, Key responsibility include: • Primary business incident manager for incidents impacting Hedge, Real Estate and Private Equity • Maturing the Incident and Problem management processes for business and technology • Chairing business calls to analyze incidents impacting clients , SLA, SLO and financial impact • Providing weekly and monthly metrics for executive management on Major incidents and Problem Areas by Business Department, Applications and Analysis of data comparison from previous years • Performing gap analysis on Incident s and Problem for Managed Services (IBM) and Application Support team to correct redundant processes • Managing weekly calls with Business and Technology to review RCA for major incidents and post mortems • Managing weekly call with Technology to review problem records for short and long term resolution • Managing resiliency and QA projects by identifying improvement and working to obtain business funding • Primary contact for technology for AIS project related to compliance and governance



AHM (Advanced Health Media)

• New Providence, New Jersey

• Application Support Lead

  • Oct 2015 - Jun 2016

  Application Support Lead, Part of Product Delivery team for Top 25 pharmaceutical clients. Responsible for Incident Manager, Problem Management, Change Management, Project Manager, Client Onboarding, Processes Improvement, Documentations, and Audits, Daily responsibilities include: • Client facing Application Support Lead to understand critical production issues from clients. Working with various internal teams such as: Product Engineering, Product, and L2 Application Support on resolution of the issues • Established processes for Application support using ITIL framework for industry standards for Incident, Major Incident, Problem, and Change Management • Managing offshore L2 support group on day to day incidents and critical production issues which are enhancement, bugs fixes and new product releases • Chairing daily client calls to provide status on progress of the clients projects for new enhancements and releases • Provide weekly, Monthly and Quarterly metrics of the SLA reports of incidents to the clients • Performing analysis of client reoccurring issues and trends to improve processes and procedures for L2 support and Product Engineering team • Managing clients new releases and new development projects – 550 hours of work estimate of each project which involves new features, bugs fixes and new enhancement request from business needs • Managing clients which are on legacy system to Onboard onto new platform (Centris). Handling: Implementation, UAT, Hyper care period, and Production deployment • Creating billable hours estimates for clients on billable hours that will be required for projects and handling the procurements with finance department



Citi

• AVP - Senior Application Support Analyst / Major Incident Manager

  • Oct 2012 - Jun 2015

  Part of Investor Services Production team providing Senior Application Support, Incident Management, Problem management, Change Management, Application Onboarding, System Support, Health maintenance, Documentations, Audits and Compliances, Day-to-day responsibilities include: · Primary contact for L2 support team for Major Incident Manager for NA (North America) for all escalated application issues across production environment. Identified potential risks and impacts to clients/users, and interfaced with global teams to ensure resolution met established SLA (Service Level Agreement) · Major Incident Manager for NA region for Incident / Problem management for over 25 plus retail and institutional applications · Created production support workflow diagrams in Visio to transition ITIL best practices of Incident / Major Incident/ Problem Management process to onshore and offshore production support teams to provide unified production support follow the SUN model across 3 regions (NA, Europe, Asia) · Mentor and trainer responsible for facilitating trainings, motivating team members offshore, identifying and addressing overnight critical incidents gaps, and ensuring continuous improvement · Knowledge transfer to onshore and offshore L1 /L2 support on Service Now ticketing system and hosted weekly / monthly metrics for review with senior management. Resulted 8% reduction on reoccurring client facing issues · Ensuring that all IT teams follow the incident management process for every incident by providing weekly training of the process · Supporting client request for data edits using SQL update/ delete queries to ensure data quality and lowering business risk on market data · Performing Stop/Start/Restart of applications in admin console and JBOSS for afterhours production deployment required by business · Identifying and segregating L1 and L2 work and transitioning L1 work to Service desk after introduction of newly on boarded application



Citigroup via SANS Consulting Inc.

• Application Support Analyst

  • Sep 2006 - Oct 2012

  Application Support Analyst in Citigroup - Funds Services Production Support team providing Application Support, Incident Management, Problem management, Change Management, COB, System support, Health maintenance, Documentations, Audits and Compliances, Responsibilities include: · Deal with Production outages, both Scheduled and Non-scheduled, Configuration, Stop/Start/Restart servers/application, Initial setup, Application deployments and Load balancing · Handling change control documentation for new production releases · Supported file processing for client's account data for both Start of day and end of day · Managing Service Now tickets to address daily issues reported by internal and external users by reviewing Application logs · Identifying and segregating L1 and L2 work and transitioning L1 work to Service desk · Supervising offshore L1 and L2 support team members on nightly file processing · Contribute to building Knowledge base and overall good health of the application · Resolve issues and suggest innovative and tactical solutions providing detailed documentation explaining these recommendations · Identify and resolve problems, working closely with the onshore service delivery managers · Work on deployment of variety of change requests into production environments · Carried out Incident Management activities according to the process, procedures, and Incident Resolution Coordination with 3rd parties - Managing conference calls and Independently identify repetitive or time consuming processes that can be automated, especially where they benefit multiple business areas · Successfully worked with development team to transition over 25 applications as part of Citigroup New Midwest Data Center migration - Resulted in Quality Assurance of the platform as well successfully reduced the client risk of market data loss impact estimated to be around S100,000 · Due to exceptional support as a L2 support. I was promoted to AVP- Senior Support Analyst



Micro Merchant Systems Inc.

• Tech Support Analyst

  • Jan 2006 - Sep 2006

  Supporting development rollout and maintenance of pharmaceutical software installed at over 600 locations. Day-to-day responsibilities include99 · Software installation / upgrade, System troubleshooting, Phone support, Track defects, fixes and rollouts · Creating knowledgebase databases · Escalation of unresolved issues , communication to engineering, receiving fixes from engineering, installation/troubleshooting · Remote trouble shooting: VNC/ Remote Desktop/ MS Net Meeting, Symantec, PC Anywhere, Log-Me In, sales and service of servers/workstation. Network setup/configuration, printer configuration, troubleshooting of network issues and general PC trouble shooting