Sha Sha

Experience

• 

  IBM

  Apr 2010 - now

  Support Coordinator and Shift Leaders on daily issues/doubts or concerns. Assist Operation with Procedural comprehension to ensure a clear understanding among the team. Operations Technical reference for solving doubts, concerns and problems in general. Follow Sev1 incidents and maintain management team aware of occurrences.Ensure that lessons learned were passed to the whole team in target date. Assure effective communications with operations within team. Document all possible on risk report and communicate them to managers. Analyze all possible operational deviation to initiate investigation on operation miss. Participate internal and global project meeting, assist project to be implemented within team. Ensure action plan’s effectiveness on all team. Initiate project on operational improvement, take responsibility to plan, implement and deployment. Communicate with technical and IBM management team, update documentation and technical procedure. Ensure overall operations documents are periodically reviewed and updated on demand. Interview new candidates, plan and apply training checklists, pool training and certification. Provide action plans and to follow when resource is unable to complete certification. Show less 1. Collect and follow Operations weekly metrics using Process Behavior Charts, detecting deviations on default processes;2. Assure operational deviation investigations identified by team focal have their root cause identified and effective Action Plans implemented, focusing on reducing reoccurrences and quality improvement (Exception Card);3. Identify pool improvements and vulnerability, based on reliable metrics, to increase service delivery quality and reduce error opportunities; 4. Analyze tickets Out Of Criteria and changes worked by Operations to ensure service quality.5. Gather all manual intervention were identified and initiated automation opportunities (Automation);6. Analyze ideas posted on Idea Log, raise them on weekly pool quality meetings and ensure implementation of the approved ideas;7. Review and ensure VSM (Value Stream Map) updates on all accounts;8. Share best practices among pools and Global Service Line;9. Guarantee weekly pool quality meetings with Team Leader,Shift Leader,Dispatcher,Account Focal and Manager (Defect Prevention, Idea Log, Metrics).10. Lead Defect Prevention investigations through Auto Track GDF database interacting with the Ops Analyst team.11. Delegate, control and analyze Projects.12. Have an overview from all Pools and Teams. Show less

  • Subject Matter Expert

    Jun 2016 - now

  • Senior Delivery Analyst

    Apr 2011 - Jun 2016

  • Technical support specialist

    Apr 2010 - Apr 2011