Mark Ricketts

Experience

• 

  U.S. Army Reserve

  Jan 1974 - Jan 2004

  Brigade Commander

  I completed 30 years of diverse military experience including command and operational staff positions. Battalion Commander (3 years) Brigade Commander 6 years (two separate units), responsible for 425 and 234 personnel respectively.

• 

  The Hartford

  Jan 1979 - Jan 1997

  Director

  Director Customer Services Operations

• 

  The Hartford

  Jan 2000 - Jan 2012

  • Sr. Service Manager

    Jan 2003 - Jan 2012

  • Enterprise System Management Team Manager

    Jan 2000 - Jan 2003
• 

  The Hartford

  Jul 2012 - now

  Manager of the OMCC supporting to the Hartford application and infrastructure environments by way of a centralized team that addresses proactive incident avoidance via Command and Control; specific to the management of Sev1/Sev2, DR, and support of Network Operations. Ensure proper command and control structure executes with Sev1 level incidents at The Hartford. Enables strong mean time to service restoration of CRITICAL problems or problems that can reach a CRITICAL/SEV1 state. Ensure that the current and future service requirements of customers are identified, understood, and documented in Service Level Agreements (SLA)Ensure that targets are agreed to within underpinning contracts and SLA targetsParticipate in reviews associated with SLA on a predetermined basisOveral responsibility for ensuring accurate and timely data, as well as measurement reports, are regularly reviewed

  • Service Resoration Manager

    Sept 1979 - now

  • Manager Operation Management Command Center

    Jan 2016 - now

  • Service Restoration Manager

    Jul 2014 - now

  • Service Level Manager

    Jul 2012 - Jul 2014