LiveCareer-Resume

senior associate senior incident manager resume example with 11+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary
  • Jessica Claire has nearly 11 years of experience in IT industry. He has solid experience in Business System Analysis and Software Development along with strong customer management skills and deputations at various customer locations situated in India and the United States. His work includes Requirements Analysis, Requirements Elicitation, Translation of Business Requirements into System Requirements, Documentation, User Interface Design and Functional Validation. ITIL V3 Expert certified IT Service Delivery Management Professional with 10+ years of extensive experience in Service Transition, Service/ IT Project Operations, Continual Service Improvement and IT Infrastructure Management on high-visibility projects in insurance domains.
  • SAFe Agile certified professional with hands on experience and expertise.
  • Experienced in managing the support team in a 24hr/7day operations in large multi-platform environment.
  • Extensive experience in support Operations management at Global Shared Service Model –coordinating, implementing, managing, measuring and improving the IT Support. Have designed and executed continuous improvement support processes for high productivity of Global IT Support projects in engagement of large magnitude.
  • An expert in Incident, Change, Release Management and also experienced in setting KPIs, CSI plans, root cause analysis, quality audits, SLAs and reporting adhering to the service delivery standards. Well versed with the formal ITIL methodology, Microsoft Project/ Word/ Excel/PowerPoint, SharePoint, Communications Management, Risk Management. Managing new Requirements /changes and stakeholders (Business, technology and Architects) and planning corresponding releases for the requirement. Managing resources /estimates for successful delivery of the requirement in the release as scheduled.
  • The Production Management team was responsible for Incident Management, Problem Management, Service Requests and Change Request Management of 750+ applications across the Corporate and RAD (Regional America development) Systems Line of Business. This includes 110+ critical applications with very stringent SLA’s.
  • As, for Production Management, responsible for Incident resolution and service restoration of applications across the technology landscape including mainframes, .net, java, ERP’s (Peoplesoft HR, Financials), OBIEE,Informatica,Big Data etc.
  • Responsible to ensure all response and resolution SLA;s are met for all incident/ service requests/Problem tickets that are raised.
  • Identifying the gaps and filling the gap with process in the Critical priority QRM meetings.
  • Reviewing and providing the signoff for the morning status report, daily application check out, Heat map reports.
  • Project involves with major coordination between the project management of cognizant and MetLife management makes sure the overall Service Level Performance is achieved on Incident.
  • Preparation of process documentation and periodic updates on the Incident Management contact list, Incident Management guidelines documents and relating PBI's with all incidents.
  • Vendor management on the application server supported by third party vendors.
  • Manage the KEDB (Known Error Database) for utilization by the incident management team to ensure a faster response on known issues.
  • This project involves with major coordination with vendors and makes sure the overall Service Level Performance is achieved on Incident, Problem and service requests.
  • Active participation on the Major Incident coordination and communication.
  • Implementation of new service improvement plans like reduction of incidents by reduction of back logs tickets, hopping incident tickets.
  • Maintain Process consistency across service providers and within organization globally.
  • Manage the coordination of Service Delivery Manager of service providers during major incidents.
  • Continuous review and approve Incident /Problem /Service Desk process interface manuals.
  • Active participation on the CAB meetings and approve or reject the change tickets.
  • Creation of interface between service provider and improve problem resolution time and quality.
  • Tracked and improved “Root Cause Analysis” process and ensure structural resolutions are documented are implemented.
  • Weekly meeting with Service providers to reduce service impacts and incidents.
  • Weekly meetings with zone service managers to ensure service desk, Incident & problem management process are Implemented and followed.
  • Taking on additional responsibility, supported jobs that run on Perl scripts, providing maintenance and production support.
Skills
  • ITIL V3 Expert
  • Hardware : IBM S390
  • Operating System :IBM-MVS, z/OS, OS390, Windows 98/XP/2000/7/8, Linux Mac OSX
  • Programming Languages : COBOL,CICS,JCL,VSAM, REXX, EZTRIEVE
  • Databases & Tools : Change Man, Expeditor, Abend-AID, FILE-Master, File Aid, File Manager, DB2, SPUFI, REXX, ZOS Explorer, SOAP UI Testing and IBM utilities for MF
  • Tools/technologies/framework :ESA, HCM, ELM, CSV, CTDM, RAD GUAGE, JIRA, MPP, Qview, Qsmart, UDS and EBT tools, SPI Swagger,JIRA ,Blueprint Net, IBM MAINFRAME, Problem solving, Visio,Abend-AID, IBM-MVS, Problem resolution, VSAM.
  • Agile, Informatica
  • API, XML Mapping
  • Workflow Analysis
  • Data Mapping
  • Operations analysis
  • Business process mapping
  • Gap analysis
  • Business Development
  • MS Office
  • Process improvement
  • Team management
  • Operational improvement
  • Problem resolution
  • Business operations
  • Accurate Incident Reporting
  • Daily Incident Reporting
  • Organized Managerial Style
  • Incident Priority Assessment
  • Project Manager Supervision



Experience
Senior Associate - Senior Incident Manager, 07/2014 - Current
Johns Hopkins University Baltimore, MD,
  • Managed customer relations and customer service through daily communication and interaction.
  • Maximized customer interactions by promptly identifying needs and wants.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Mentored and coached other team members to meet daily goals.
  • ITIL® V3 Expert certified IT Service Delivery Management Professional with 10+ years of extensive experience in Service Transition, Service/ IT Project Operations, Continual Service Improvement and IT Infrastructure Management on high-visibility projects in insurance domains.
Associate - Lead Business System Analyst, 08/2012 - 06/2014
Cognizant Technology Solutions India Pvt Limited, City, STATE,
  • Maintained constructive team environment through effective mediation of disputes between associates and application of motivational techniques.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
  • His work includes Requirements Analysis, Requirements Elicitation, Translation of Business Requirements into System Requirements, Documentation, User Interface Design and Functional Validation.
  • Has Solid experience in Requirements Analysis, Requirements Elicitation, Translation of Business Requirements into System Requirements, Documentation, User Interface Design and Functional Validation. Jessica Claire has ample experience working on standard company practices like ACORD and Canonical mapping standards needed for implementation and delivering projects and also an expert in writing Use Cases, Functional Requirements,using BluePrint, MS Word, MS Excel and creating Activity diagrams, use case diagrams, business process flow diagrams using MS Visio.
  • Good Exposure to the waterfall model, having delivered well documented system/functional requirements during the analysis and design phase. Hands on experience in Agile Methodology and was responsible for comprehending requirements and know the reasoning behind prioritization of requirements, convey and clarify business requirements to the teams, work closely with the Product Owner, create and present user stories to the teams during sprint planning.
  • Jessica Claire possesses Excellent Client relationship management with good communication, analytical, problem solving and presentation skills.
  • Jessica Claire is Proficient at conducting walkthrough sessions with all the Stakeholders to go through the documented system requirements to reduce ambiguities.
  • Good experience in assisting the development team during development and assisting the QA team in test case design as well as perform UAT and provide presentations to the business teams and Ability to work independently or in a team/cross-functional teams, manage and prioritize multiple projects.
  • Coordinate with customers to get exact requirements needed for the project.
  • Good Understanding of technical architecture - Design patterns, and at ease working with technical architects.
  • Analyze business data to identify patterns and correlations among the various data points and prepared understanding documents for reference.
  • Prepared Functional requirement (FRD) required for Business and development team
  • Prepared mapping documents for source and target applications according to data governance.
  • Audit the data for improving data quality and determine any potential defects for data and prepare appropriate resolutions.
  • As Functional Lead, Mr. Jessica Claire is responsible for leading initiatives to improve processes in business, organizational, and operational areas,facilitate optimal internal communications by serving as liaison between services organization and product development,product management, and technical teams, recommending and instituting business analysis practice, tools and methodology towards standardization of day to day deliverables and procedures, and collaborating with Development and QA Leads to uphold and improve Agile processes.
  • He works with engineering and business teams to scope projects and estimate and maximize utilization of resources along with defining project requirements by identifying project milestones, phases, and elements, forming project team and establishing project budget, focus would be on data integrity analysis of requirements, applications inventories, and gap analysis to facilitate quality deliverables across the program.
  • He assisted in the coordination of security activities this includes coordination of implementation schedules and release management for the corresponding projects.
  • Mr. Jessica Claire is also responsible for direct interaction with clients including, eliciting comprehensive business requirements and use cases and recommending appropriate solutions. He is also part of leading the transition of requirements Management in the Business Analyst Team to the agile methodology by creating and managing user stories and requirements traceability matrices in the JIRA toolset. He manages multiple competing priorities through effective organization and communication.
  • He is also responsible for performing Technical Analysis on the enterprise services implemented based on service-oriented architecture, by collaborating with the applications to understand problems and opportunities in the current state process and define expected outcomes for the project.30% of his time will be to Identify design approach to address gaps between current state and future state of enterprise services and also responsible for requirements analysis, requirements elicitation, translation of business requirements into system requirements, documentation, user interface design and functional validation. Enterprise services bus (ESB) implements a communications system between mutually interacting software applications in service-oriented architecture. ESB promotes agility and flexibility with regard to high-level protocol communications between applications. The primary goal of the high-level protocol communication is enterprise application integration of heterogeneous and complex service or application landscapes.
  • He will help clarify the problems or opportunities in the current state and will be responsible to confirm desired future state and expected outcomes on the capabilities of integration between multiple software applications/components. His operational objectives was studying business functions, gathering information, evaluating output requirements and formats.
  • He was also involved on improving systems by studying current practices and designing it to suit business modifications and also recommend controls by identifying problems and also writing improved procedures which was a value add to the business. Identify gaps and next steps for transitioning to the future state. In case no or incomplete documentations available for technical analysis, he will be responsible to assist in the reverse engineering process. Reverse engineering is a technique used to analyze existing software/applications in order to understand the inner core logic it is composed of. The usual reason for reverse engineering is to enhance, understand or to recreate the program, to build something similar to it. These activities will be achieved by performing the tasks such as, confirming integration needs, analyzing current state, modeling future state, identifying design options, reviewing design options.
  • Jessica Claire will be assisting in the development of following artifacts and deliverables during analysis phase, Architecture Diagram, High Level Design (HLD), Technical Design Document (TDD), Service Details, Consumer to Provider data mapping, L3 Diagrams, WSDL, XSD, XML request response Integration Process Sequence Diagram, Proposed Design Approach, Current Response time/throughput, Risk and Issues log. Collaborate with the upstream/downstream applications to implement the design approach. Model requirements in a way that clearly articulates messaging team service needs to improve partners understanding.20% of his time will be to collect requirements and create models to build a shared understanding of the integration solution needs of the messaging system. Messaging is a technology that enables high-speed, asynchronous, program-to-program communications with reliable delivery. Messaging team provide four main types of services, business services, process orchestration services, translation services, point to point integration services. Every business service has a WSDL, XML schema and all schemas are based on Data Models. In a messaging model, a provider program sends a message over a channel and a consumer is a program that receives a message by reading it from channel. A message contains two parts a header and a body, header contains metadata information about the message like who sent it, where it is going, etc.; this information is used by the messaging system and is mostly ignored by the applications using messages. The body contains data being transmitted to consumer/provider applications and ignored by messaging system. This will be achieved by performing tasks such as, model the data requirements, model the services narrative requirements, model the service schema, model non-functional requirements, conducting elicitation, and refine requirement package. He works closely with the Product Owner, create and present user stories to the teams during sprint planning, analyzing business data to identify patterns and correlations among the various data points and prepared understanding documents for reference, prepared Functional requirement (FRD) required for Business and development teams and also prepared mapping documents for source and target applications according to data governance. Jessica Claire also developed process flow diagram/activity diagrams, test cases, use cases with in-depth knowledge of available graphical tools, techniques and interfaces. He supported business, functional requirement review, approval, and signoff sessions and also was responsible for communication activities with end-user training for system implementation. He was also involved in creating and documenting full SDLC lifecycle artifacts based project applied methodology like Agile (scrum) product backlog, sprint backlog, epic, user stories and acceptance criteria. Manthira will be responsible to produce the following deliverables, API/Services Data Mappings, API/Services Use Cases, Rest API SPI Contract, JSON, Non-Functional Requirements, Risk and Issues log.
  • He ensures requirements conform to quality standards and accurately represents the service components required to support business needs. Inspect the requirements deliverables for the adherence to the integration needs.
  • Jessica is also responsible for package and submit requirements to partners for the acceptance. This is will achieved by performing tasks such as, perform internal technical review, perform stakeholder review and refine requirement package, Track Acceptance and Baseline requirement package.
  • Jessica Claire will be responsible to produce following deliverables, Validated Approved Requirements, Close logged Risk and Issues.
  • Jessica Claire’s time will be towards ensuring the requirements are implemented as expected and confirm service success criteria is met by performing the unit tests alongside the developers. Manthira will be responsible to Validate solution components, Implement Lessons learned, Perform process improvements.
  • He also Support project management activities to establish effective processes in the project life cycle to manage changes in customer requirements, defects and risk to delivery, and thus ensure a successful delivery of the project.
  • Jessica Claire was also there to support the project planning activities during inception phase, which includes the technical analysis and design deliverables estimations, to help determine if the project has the appropriate resources to successfully deliver integration requirements for the project. Jessica Claire is responsible for leading initiatives to improve processes in business, organizational, and operational areas, facilitate optimal internal communications by serving as liaison between services organization and product development, product management, and technical teams, recommending and instituting business analysis practice, tools and methodology towards standardization of day to day deliverables and procedures, and collaborating with Development and QA Leads to uphold and improve Agile processes.
  • He is also part of leading the transition of requirements Management in the Business Analyst Team to the agile methodology by creating and managing user stories and requirements traceability matrices. He will provide input into the project plan by Identifying the deliverables and design techniques to be used. This will be achieved by performing the support activities such as, attending the project kick off, defining messaging team scope and cost, define technical analysis approach, support establish effective processes in the project life cycle to manage changes in customer requirements, defects, and risks to delivery, and thus ensure a successful delivery of project. Manthira will support to create an audit plan for a project, perform an assessment, and then track the findings to closure.
Programmer Analyst, 11/2010 - 04/2012
Cognizant Technology Solutions India Pvt Limited, Okkiam Thoraipakkam City, STATE,
  • As Programmer Analyst, Mr. Jessica Claire was responsible for developing an experience in support operations management coordinating, implementing, managing, measuring
    and improving the IT Support, involved in continuous improvement support processes which was helping the business in large magnitude, involved in process documentation and also enhanced the knowledge of capturing and analyzing business requirements, identifying risks and evolving with mitigation plans, developing functional specifications, implementation, testing and validation which was of major support for business models. He was involved in extracting data and running
    multiple reports to be shared with management and also monitor system alerts and take necessary actions in case of any issues.
Programmer Analyst Trainee, 11/2009 - 11/2010
Cognizant Technology Solutions India Pvt. Limited City, STATE,

As Programmer Analyst Trainee, Mr. Jessica Claire was responsible for gathering knowledge on Business and technical front to troubleshoot and also to develop and implement software systems based on advance technologies, involved in analysis and implement solutions needed for business needs. He was also responsible for monitoring the system implementations and developing the knowledge base for all implementations which was helpful in futuristic business support. He was also responsible for gaining experience in validation and automation.

Education and Training
MBA: International Business, Expected in
-
PULC – Pondicherry Loyola College - Chennai,
GPA:
Status -
Bachelor of Technology: Biotechnology, Expected in
-
Venkateswara College of Engineering, Anna University - CHENNAI,
GPA:
Status -
XII St.Mary’s Anglo Indian Higher secondary school, Chennai: , Expected in 2005
-
- ,
GPA:
Status -
X St.Mary’s Anglo Indian Higher secondary school, Chennai: , Expected in 2003
-
- ,
GPA:
Status -
Activities and Honors
Accomplishments
  • ITIL V3 Expert in service life cycle.
  • Acted as Incident Manager for the Production Management team of 750+ applications across the Corporate and RAD (Regional America development) Systems Line of Business. This includes 110+ critical applications with very stringent SLA’s. As Senior Incident Manager for Production Management, responsible for Incident resolution and service restoration of applications across the technology landscape including mainframes, .net, java, ERP’s (Peoplesoft HR, Financials), OBIEE,Informatica,Big Data etc.
  • Collaborated with team of 24 on the development of API Projects.
  • Supervised team of 50+ staff members.
  • SAFe Agile certified.
  • LOMA and AAPA Certified.

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • PULC – Pondicherry Loyola College
  • Venkateswara College of Engineering, Anna University

Job Titles Held:

  • Senior Associate - Senior Incident Manager
  • Associate - Lead Business System Analyst
  • Programmer Analyst
  • Programmer Analyst Trainee

Degrees

  • MBA
  • Bachelor of Technology
  • XII St.Mary’s Anglo Indian Higher secondary school, Chennai
  • X St.Mary’s Anglo Indian Higher secondary school, Chennai

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: