Problem Manager/Project Coordinator with 9 years’ experience of working on business and IT changes initiatives in high-pressure environments, previous companies include IHS Markit, Royal Bank of Scotland and Bank of Ireland. Skilled at maintaining focus and sense of urgency and decisiveness to deliver and respond to incidents. Created and built relationships with project delivery team and stakeholder up to C-suite level across the business in EMEA and the USA. Fluent in Spanish and Brazilian Portuguese.
KEY CAREER ACHIEVEMENTS
• Led the integration of Problem Management for 3 company integrations into IHS Markit and built Problem management KPIs definitions and metrics to comply with ITIL and/ or industry best practice.
• Drove and facilitated the collaboration across key areas of Incident Management, Problem Management, Operations and product to successfully revamp the problem management process and understand the root cause and reduce the risk of reoccurrence.
• Trained stakeholders/new entrants through small group sessions or 1/1 coaching building their knowledge and expertise of Problem management to deliver excellent customer experience.
• Built relationships with service delivery managers, CTO’s , direct reports and engineers to identify problems and raise awareness of potential incidents and problem tickets to introduce robust plans of action, collaboration with the product team achieving improved communication and successful release of software, products and services.