Plan, organise, lead, and manage major Incident conference calls to discuss and handle critical business impacting IT outages. Gather and document required information related to the key actions and events during the conference call. Demonstrate a sense of urgency and take appropriate actions to overcome issues that aids in instilling confidence in senior business and IT leadership. Share detailed business impact updates with senior business and IT leadership in both written and verbal. Offer expert recommendation and share opinions that encourages dialogue as well as co-ordinate with peers, manager, and senior leaders to seek information and required input.

Key Contributions:

• Led detailed analysis to determine and capitalise on potential opportunities to improve performance.
• Implemented best practices and procedures to ensure effective management of priorities and tasks.
• Gained in-depth understanding and knowledge of metrics for the MIM process and measuring results.
• Steered efforts to identify and capture all major incident details and necessary databases in real-time.
• Conducted detailed analysis to evaluate and assess business impact using sound customer facing judgment.
• Built productive relationship with customer that aided in delivering exceptional services and fulfilling needs.
• Developed and presented innovative solutions and provided assistance in attaining set goals and standard of excellence.