Joyce Lima De Sousa Fabri

Experience

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  IBM

  Jan 2007 - Mar 2008

  Técnologo Em Processamento de Dados
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  IBM

  Jan 2008 - Jan 2021

  * Responsible for the proper execution of client's service contract. Ensures client needs are satisfied by constructing partnerships between the clients, vendors, and subcontractor organizations, and managing the implementation of these partnerships to ensure positive client satisfaction* Acting as primary contact point for client needs and expectations regarding operations of the assigned IBM team and its partners, insuring proper execution of day-to-day IT operations and the delivery of business and technical projects.* Leader of the Delivery teams, either with direct or functional management responsibilities for service quality, costs and technology transformation.* Responsible for supporting technology transformation projects of the accounts and propose innovation expansion projects by relying on the company's offering portfolio.* Responsible for meeting customer needs in IT infrastructure services and is a go-between contract governance teams, technical teams, suppliers and subcontractors Exibir menos * Manage Production Control and Command Center NOC/SOC 24x7 Operation and delivery of services according to established levels.* Manager critical incidents, leading effective postmortems/ Root-cause Analysis (RCAs), and driving continuous improvements to boost service reliability.* Conducts effective performance evaluations and mentors associates through formal and informal channels.* Act as a leader on the implementation of new monitoring fronts and first combat alerts within tools such as Dynatrace, Solarwinds and SCOM.Experience in defining and implementing solutions for proactive incident detection, response, and remediation.* Professional experience leading best practice projects in the areas of Production Control and Command Center for clients in the United States, India and Mexico. Experience driving IT Service Operations automation maturity for large, and complex systems environments (focused to find ways to improve solutions, systems, and processes and capable of enforcing processes and procedures).* Maintain high standards of product quality by ensuring that all staff follow correct procedures, keeping the client focus as priority.* Aim to achieve excellence and continuous improvement in the Productions operation and Command Center.* Managing team talent via recruitment/development of high performing team members, setting clear expectations for and providing timely feedback on individual and team performance, and taking corrective action when necessary* Knowledge in AGIL, SCRUM and ITIL methodology, Cost Management (budget) and Project management. Exibir menos * Manage customer relationships ensuring high satisfaction and act as single point of contact* Understand customer requirements and business opportunity/requirements* Manage service delivery for incident, problem, change and other task * Monitor and report delivery performance (metrics) KPIs of the team* Ensure timely and high quality service delivery and SLA compliance* Implement service improvement plans and performance improvement plans * Ensure process compliance guidelines, drive/participate and coordinate audits* Provide account training and expertise for Batch Monitoring and Schedulers in the pools to efficiently work on the tasks linked to that account(s)* Ensure new applications are formally ‘handled over’, and operationally accepted, before going live* Train/educate the respective technology members with the core and latest technical skills * Propose new actions to improve quality and productivity across accounts Exibir menos * Monitor and report delivery performance (metrics) KPIs of the team* Ensure timely and high quality service delivery and SLA compliance .* Maintain working knowledge of quality standards.* Ensure process control and drive improvement* Act as champions of LEAN, facilitate or engage in problem solving to create a continuous improvement culture* Develop and perform quality test processes.* Continually identify ways to reduce cost while maintaining quality levels* Create, review and refine user experience documents.* Present ticket analysis reports* Conduct statistical analysis for incident ticket categories to ensure the control limits and identify the improvement areas* Conduct account level analysis for pro-active defect prevention (e.g., ticket trends, ticket categories)* Identification of proactive investigations* Compare configuration (across technologies) inside the teams to identify gaps and suggest solutions Exibir menos * Works with Application Development teams to perform analysis and recommendations on new workflows identified for scheduling.* Guide and manage the conversion and migration of existing jobs/schedulers into different workload automation tools (CA Autosys, CA7, Control-M, TWS).* Deployment of workflows in Test, Model, and Production Control Environments as well as assist developers in performing functional and user acceptance tests.* Creates and maintains Production Control documentation related to job documentation procedures.* Act as primary contact for service disruptions related to Production Control.* Makes recommendations for process workflow improvements.* Monitors operating environment for performance, capacity, and system availability. Exibir menos

  • Delivery Partner Executive

    Jul 2020 - Jan 2021

  • IT Technical Support Manager

    Jan 2013 - Jul 2020

  • Production Control Team Leader

    Nov 2009 - Nov 2013

  • JEM - Junior Engament Manager

    Jan 2009 - Nov 2011

  • Lead Quality Analyst

    Jun 2009 - Jan 2010

  • Production Support Analyst - SME

    Jan 2008 - Jun 2009
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  Kyndryl

  Jan 2008 - now

  Delivery Partner Executive

  * Ensures client needs are satisfied constructing partnerships between clients, vendors, and subcontractor organizations. * Build client satisfaction through formulation, development, implementation, and delivery of application, technical, and business solutions, responding to client requirements as specified in the contract.* Work with the delivery organization as a primary point of contact for client needs requirements and expectations with regard to assigned team operations. * Provide account leadership to the service delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables. * Manage contractual cost, schedule, and service or product deliverables as they relate to the delivery organization. * Identify growth opportunities and contract profitability. Own quality for service provided by the delivery organization and responsible for tracking and reporting on service level performance. * Project Management methodologies, emerging technologies and technical solutions pertaining to client needs are areas of expertise. Exibir menos