Incident Management Manager

Robert White

Fulshear, Texas ***** 917-***-**** *******@*****.***

MAJOR INCIDENT MANAGER

A highly experienced Incident Manager within the banking/financial market and the Information Technology industry. Proven track record of successfully handling high-priority incidents and implementing strategies to minimize their impact and mitigate revenue loss. Self-motivated with strong personal initiative, able to work independently and also collaboratively. Exceptional project management skills, demonstrated by strong command, control and professionalism. Excellent interpersonal and communication skills, with dynamic stakeholder management.

Areas of Expertise

Incident Management Incident Investigation and Analysis Disaster Recovery Crisis and Risk Management Stress Management Conflict resolution Stakeholder Management Project Management HP Service Manager ServiceNow

Professional Experience

JP Morgan Chase - Houston, Texas August 2005 - Present Vice President & Major Incident Manager Team Lead – Corporate Technology June 2017 - Present Lead a team of nine (9) Incident Managers, ensuring alignment with key performance indicators (KPIs) and adherence to our incident management SLAs. Primary focus is on priority one incidents that have the greatest potential financial impact on the General Ledger.

• Developed Incident, Problem and Change standards currently utilized with over 1K+ applications and 10K+ servers.

• Triage, analyze, drive, escalate, communicate and mitigate high severity incidents impacting infrastructure, applications, personal or facilities.

• Lead incident calls (including Cyber and Regulatory) with impacted parties, resolvers and vendors through to mitigation/resolution using reference data and analytical playbooks.

• Provide risk management, scalable and key performance indicators, governance, risk/controls (Regulatory) to meet or exceed business objectives.

• Project-managed on-time migration and integration of Incident Management system from HP Service Manager to Service Now.

• Collaborate with application development and cyber teams along with vendors, product management, architecture, change management and security teams to troubleshoot on-going priority one incidents.

• Validate and communicate high-priority incidents to various businesses, stakeholders and senior management.

Vice President & Incident Manager –Investment Bank Crisis Command Center August 2007 -June 2017 Managed over one hundred (100) Priority One Incidents per month ensuring timely resolution, and minimal impact to trading floors around the globe. Tracked crisis and current events, including but not limited to hurricanes, snowstorms, tornadoes, to assess possible impact to the investment banking business.

• Helped to develop the incident management standards that are still in use today firm-wide.

• Exhibited expert knowledge of the CIB incident management processes and policies.

• Collaborated with Business Operations, Resiliency, Risk Management and Technology Support teams to form a network of valuable resources.

• Maintained knowledge of infrastructure, monitoring methodologies and critical applications.

• Triaged, correlated and disseminated information to make quick decisions based on impacts or potential impacts from incidents based on the details provided.

• Led Management and Business focused calls to determine impacts, escalations and next steps for critical issues.

Robert White *******@*****.*** Page 2

• Played a pivotal role in integrating Washington Mutual (Wamu) and Bear Stearns incident management systems into JPMorgan Chase, ranging from managing conference calls with hundreds of technical staff and the business to providing executive leadership email communication updates and triaging incident calls. Additional Experience

JPMorgan Chase – New York, NY June 1998 – August 2005 Infrastructure/Project Manager – Investment Bank (IB) August 2003 – August 2007 Dedicated infrastructure architect, focused on the Rates area within Investment Banking. Meticulously crafted infrastructure plans and designed robust architecture for numerous applications, spanning critical functions, including trading, risk management and financial analytics.

• Provided Infrastructure Plan and built architecture for 39+ applications.

• Performed several migrations of EOL (End Of Life) servers to more robust up-to-date servers.

• Performed Building and Data Center migrations for four (4) locations in New York and New Jersey

• Managed Infrastructure Resiliency Project which consisted of placing 900+ servers on a monthly reboot schedule to enhance system and ensure optimal performance, reduce accumulated technical debt, migrate potential risks and minimize downtime.

• Assessed over 10K servers used by the Investment banking area as part of the ART (Application Rationalization and Transition) project; systematically decommissioned obsolete servers which led to streamlined infrastructure, improved resource allocation and reduced operational overhead costs. Systems Engineering and Development (SED) Northeast Team Leader June 1998 – August 2003 Third-level support engineer responsible for ensuring the smooth operation of IVBM AS/400 midrange systems

(IBMi), expert engineering support for 22 AS/400 systems within the Northeast area, and other systems that were critical to various business functions from trading support, logistics and operations Provided engineering support for 22 AS/400 systems within the Northeast area.

• Actively performed system upgrades from an O/S and hardware perspectives, ensuring that these systems met all performance, security and compliance requirements.

• Evaluated all hardware, software and communications equipment to be purchased or leased.

• Converted IBM tape drive backup hardware to Storage Tech tape drives for all of the AS/400 servers.

• Negotiated contracts with various vendors for hardware procurement, software license and ongoing maintenance agreements.

• Migrated all 22 AS/400 systems in the Northeast area over to the UK for a consolidation project aimed at centralizing resources, improving efficiency, and achieving cost savings.

• Collaborated closely with internal departments and external vendors to ensure solutions were delivered on time and within Service Level Agreements (SLAs).

• Resolved incidents and implemented changes prioritizing timely delivery, which was crucial to business continuity.

• Managed and delivered projects from conception to delivery and within budget; oversaw planning, resource allocation, risk assessment and stakeholder communications. Education

Information Technology, Grumman Data Systems Institute / Woodbury, NY

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