Experience

• 

  Hays

  Oct 2014 - now

  As a Technical Product Manager, I specialize in guiding business stakeholders to enhance their processes and solve complex problems through innovative software solutions. With deep expertise in application management, I oversee the full software delivery lifecycle, ensuring alignment with strategic objectives and compliance with security standards. My role involves collaborating with cross-functional teams, managing digital delivery, and continuously improving system performance to drive business value. Let's connect to discuss how we can leverage technology to achieve operational excellence and customer satisfaction. Show less o Manage business engagement and participation on Americas region upgrades and releaseso Lead Problem investigations to resolution and act as the first point of contact for technical escalations for all parties involvedo Ensure an active tracking and overseeing of P1 Incident until resolutiono Conduct regular reviews with the Product Owner/ Director, superusers, trainers and stakeholders to ensure desired business resultso Ensure regular communication with key representatives from each country/region to: Ensure all support issue are properly reported and managed Ensure that evolution /fix /resolution provided are communicated, understood and used Provide optimal service, build relationships and client confidenceo Hands-on experience maintaining SLAs, OLAs and various aspects of Service Deliveryo Excellent understanding and practice of ITIL framework, IT Service Management including Change, Incident Management, Problem Management, Knowledge Management etc.o Partnered with Americas internal technical teams and global IT teams to ensure client requests/ incidents are handled properly and timelyo Review all data/reports to analyze problem impact on high-levelo Manage storm support teams and processes to ensure business continuity during sprints, releases and when new technology is deployed. o Support Sangam/Online Release and CRM Sprint cycles o Responsible for implementing, continuously improving and streamlining internal processeso My process gap analysis and assessments then become projects that I initiate, plan, execute. o Well versed with Customer Experience Management, Training, Quality Assurance and Quality Control o Experience working with Remedy SMTS v5 ITSM 9.1, GLPI, FreshService ITSM System, Trello, Relayo Experience working with Business analysts to ensure business needs are met, conducting BAT/ UAT testing and prioritizing the fix of defects Show less • Manage business engagement and participation on future Americas region upgrades and releases• Act as a first point of contact for technical escalations for all parties involved• Ensure an active tracking and overseeing of P1 Incident until resolution• Conduct regular reviews with the Product Owner, superusers and trainers to ensure all issues are accounted for and actions are assigned• Lead any Problem investigations to ResolutionEnsure regular communication with key representatives from each country/region in order to:• Ensure all support issue are properly reported and managed• Ensure that evolution / fix / solution provided around front office are communicated, understood and used• Ensure all support issues are properly reported and managed Show less At Hays, we strive to provide outstanding services to our candidates and the internal clients, actively identifying their needs and ultimately providing the basis for placing the right candidate in the right job, every time.As a Talent Analyst at Hays, I support our Consultants and Account Managers in screening and sourcing potential candidates. The main roles within Office Support include Business Professionals, Coordinators, Administrative Assistant, Executive Assistant, Customer Service, Receptionist, Brand Ambassador and Data Entry. Show less

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