Katherine N.

Experience

• 

  OnDeck

  Jun 2009 - Feb 2022

  Senior Director of Production Engineering

  4 Direct ReportsFounding Production Support resource tasked with designing and implementing a support strategy, introducing ITSM practices, and building a team to guarantee daily system operation. Continuous evaluation of requirements, team, processes, policies, documentation, and tools consistent with ITIL guidelines to maximize efficiency and accommodate changes in overall technology structure, workload, and size.• Matured incident management, service request fulfillment, change management, and problem management practices, leveraging input from varied stakeholders. Implemented same in ServiceNow, migrating away from JIRA Service Desk and JIRA.• As Incident Management Process Owner and Manager, accountable for the practice overall and responsible for correct execution, having over 300 incidents/month.• Project managed iterative process improvements. Followed ITIL's Continuous Improvement process to measure desired outcomes, perform analysis, implement improvements and evaluate, involving internal stakeholders throughout.• Introduced major incident management procedures to ensure quick resolution and timely communication of all major incidents. Led discussions to detect, prevent, and mitigate future occurrences.• Managed and oversaw daily tasks and operations of the Production Support Team, resolving ~40% of all incidents company-wide, fulfilling service requests, documenting problems, maintaining correct execution of ~100 batch jobs, performing all application deployments, and creating automation to maximize efficiency.• Acted as custodian of production environment, ensuring all planned changes were authorized and relevant parties were informed.• Demonstrated ability to recruit, train, and retain a talented workforce in demanding roles. Show less

• 

  Bread Financial

  Mar 2022 - now

  8 Direct ReportsTasked with leading a support and software engineering team through a time of significant cultural and operational change while retaining current team members and maintaining existing standards. Product and System owner of the Bread Pay legacy platform. • Identified, designed, and implemented areas of team process improvement, achieving the following outcomes:-- consistency in timing, content, format and recipients of planned maintenance and major incident communications-- equalized workload distribution while increasing system knowledge within team-- reduced likelihood of burnout for on-call resources-- managed expectations in feature request delivery-- maximized meeting efficacy.• Facilitated conversations with leadership across the organization (e.g. Cybersecurity, IT & Operations, Product Management, Risk, Legal, etc.) to routinely agree on the team's priorities.• Managed and routinely reported on ticket SLAs, setting and meeting expectations. • Served as escalation point of contact, often bridging communication between technical and non-technical stakeholders.• Coordinated with Cybersecurity and Risk teams to ensure system compliance, driving system changes when needed.• Set and met expectations in feature request delivery in Q3 and Q4. Show less

  • Service Management Office Lead

    May 2023 - now

  • Sr. Manager, Support Engineering

    Mar 2022 - May 2023