Major Incident Manager

MICHAEL SMITH

Major Incident Manager

Phone: 713-***-**** Email: *******@*****.*** linkedin.com/in/michaeljsmith00

PROFESSIONAL SUMMARY

MAJOR INCIDENT MANAGER with years of experience driving incident resolution across global enterprise environments. Demonstrated success in minimizing business impact through efficient coordination of cross-functional teams during critical incidents. Expert in Atlassian suite, ServiceNow, and ITIL frameworks with proven ability to implement process improvements that enhance service reliability and reduce incident recurrence.

TECHNICAL EXPERTISE

Incident Management: ServiceNow, Jira Service Desk, ITIL, RCA, Grafana, Dynatrace Infrastructure: AWS Public Cloud, Linux/Unix, Shell Scripts, DevOps Development: Atlassian Suite (Jira, Confluence, Bitbucket), Oracle SQL, Tableau, Agile/Scrum

PROFESSIONAL EXPERIENCE

MAJOR INCIDENT MANAGER

JP Morgan Chase Oct 2022 - Present

Own and drive incident management bridge calls with production management, application development, infrastructure teams, and senior leadership.

Lead resolution of 100+ P1/P2 incidents annually, reducing average resolution time through efficient coordination.

Coordinate cross-functional response teams during critical incidents, ensuring clear communication and focused problem-solving.

Implement process improvements that decreased recurring incidents by 25% and enhanced response capabilities.

Conduct post-incident reviews to identify root causes and develop preventative measures.

Apply ITIL best practices to standardize incident classification, prioritization, and escalation procedures.

Identify and mobilize all resources needed to resolve incidents, including JPMC partners, external vendors, and business stakeholders.

Work on a Global team providing 24/5 support and rotational on call support.

Provided reporting for management as needed to provide trend and insight analysis of incidents.

Leverage observability tools including Grafana and Dynatrace to enhance incident detection and resolution.

APPLICATION SUPPORT ANALYST

JP Morgan Chase Oct 2014 - Nov 2021

Provided level 2 support for Atlassian products (Jira, Service Desk, Confluence) serving 300,000+ users globally.

Managed 50-100 support tickets weekly while consistently meeting strict SLA deadlines.

Supported internal developer tools, identified bugs, and coordinated escalations to appropriate teams.

Developed documentation for recurring issues, reducing similar ticket submissions by 35%.

BUSINESS SYSTEMS ANALYST (Contract)

M.D. Anderson Feb 2014 - Oct 2014

Provided support for electronic medical records system to clinical and administrative end users.

Identified and documented system bugs, coordinating with development teams to implement solutions.

Managed user account access issues and new account creation as directed by management.

OPERATIONS ANALYST (Contract)

Champion Energy Oct 2013 - Feb 2014

Supported billing operations through custom VBA applications requiring specialized calculations.

Troubleshot and maintained VBA code to ensure accurate customer billing and reporting.

SYSTEMS ANALYST (Contract)

Constellation Energy March 2011 - July 2013

Provided production support for Linux/Unix systems including Tibco and Sterling Integrator.

Developed mid-complexity SQL queries across multiple databases to identify and resolve issues.

Collaborated with development teams on code deployments and post-implementation validation.

SYSTEMS ANALYST

Loomis September 2008 - March 2011

Delivered application and customer support for critical transaction processing systems.

Managed user account provisioning and facilitated resolution of critical customer issues.

Ensured daily transaction processing met SLAs for high-priority customers.

EDUCATION

Bachelor of Business Administration - Computer Information Systems

Texas State University - 2007

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