Problem Manager (Product Engineering)

• Aug 2021 - Present

Collaborating with various departments including all levels of leadership of the company to identify potential areas of instability and improvementHandling Major Incident and 5 Whys Reports in order to address discovered action itemsMaintaining and continuously improving internal Problem Management processesWorking on problems throughout their lifecycle per the Problem Management processDriving identification and resolution of root cause so that helps to prevent Major Incident reoccurrenceLeading problems to permanent resolution and minimising impact of those issues that cannot be prevented (Known Error Problem Database) Show less

Network Operations Center Supervisor

• Dec 2015 - Aug 2021

Documented standard operating procedures, performed daily, weekly, and monthly maintenance proceduresTook on leadership roles, including interviewing candidates and making hiring recommendationsCreated and updated training plans for new hired members and provided onboarding training and mentoring to ensure that everyone in the team had the necessary skills to succeedCreated and ran team productivity reports and presented to upper managementHandled customer escalations, processing service and outage alerts and working in collaboration with Operations and Development teams to troubleshoot and resolve issuesTurned up customer applications and services in accordance with standard proceduresMonitored and identified events, proactively resolved issues, and performed root cause analysis on any service impacting issues.Documented post-mortem and failure analysis reports to identify opportunities for improvement and to prevent similar incidents from occurring in the futureOpened and tracked carrier escalations and internal tickets Show less

Network Operations Center Analyst

• Aug 2014 - Dec 2015

Network Operations Center Technician

• Nov 2012 - Aug 2014