Situation Manager
04-2016 - 05-2018 Infrastrutture / Reti / Telecomunicazioni Responsible of managing all situations related of incidents, outages and post-mortem analysis, acting as the key lead component of interacting with all other groups to ensure an expedient resolution.
-Leading, directing and controlling Atos operation resources interfacing with Disney Executives, Disney teams, Strategic Planning, Business Design Services and Service Delivery.
-Responsible for managing & coordinating resources for incidents and outages involving all services where resources/input is required in investigation.
- Management of communications.
-Overseen infrastructure operations and provided technology and leadership to the company across different infrastructure areas.
- Customer relationship management, accountable for the delivered services in terms of SLAs.
- Ensuring separation of technical and management bridges to have a single point of command in control & problem analysis.
- Ensuring that proper troubleshooting procedures are followed and that each step and its results are documented.
- Establishment of troubleshooting and analysis direction for the organization.
- Assisting with technical training of the NOC Tier1 staff.
-Use of technical skills across the technologies supported, including networks, servers and applications.
- Proactive analysis on operational data to identify potential risks, trends, and performance issues.
- Identify and execute process improvement opportunities in areas like Incident, Problem and Change Management and service delivery.
-Client and vendor negotiation for delivery of services.
Achievements:
-Report standardization accomplishing a better handover, reducing with this the problem of communication between the different shifts.
-Integration of the work team achieving a better communication and obtaining better results.
-Initial mitigation of problems that could lead to major incidents, reducing the impact and saving millions of dollars to Disney.