Cenk (Jack) Akova
Estero,FL
Summary
Senior Consultant with over 20+ years of experience supporting Fortune 100+ company business solutions and analyzing operations. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Identify unexpected behaviors and ensure the restoration of service along with root cause analysis. Strategic thinker with innovative thinking skills able to provide multiple options in formulating customer solutions and process improvement. Knowledgeable Incident Manager drives effective problem solving and decision-making.
Overview
14
14
years of professional experience
Work History
Senior Critical Incident Manager Lead
Airbnb
11.2022 - Current
- North America Incident Leader
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events
- Assessed incident priority based upon impact to business and escalated issues as necessary
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
- Accountable for reporting availability metrics
- Coordinate day-to-day execution of processes
- Contributor to reduction of incidents and downtime by driving process/continuous improvement efforts
- Coach/Mentor Jr. Incident Managers
- Creation of runbook/playbooks (Knowledge Articles)
- Support/monitor/lead and scribe Severity 0 -2 Incidents
- Monitor staging and non production environments
- Hosting After Action Review (AAR) meetings to review Post Mortems
- Partner with support teams to implement Corrective Actions for Incidents identified by users
- Provide 24x7 on-call support
- Partner with Site Reliability Engineers to ensure stability of infrastructure
- Partner with Observability teams post incident to determine where additional monitoring can be implemented
Principal Engineer Service Management
CarMax
07.2021 - 11.2022
- Applied development best practices in daily tasks for efficiency and accuracy
- Responded to technical concerns quickly and effectively devised solutions
- Developed and implemented process flow improvement and standardization projects
- Support and monitor Critical / Major applications and services
- Focus on identifying business impact to critical incidents
- Provide tactical solutions and support strategic vision
- Continuous Improvement to Incident Process
- Host Post Incident Reviews for follow-up activities leading to Problem Management
- Monitor progress and perform escalations as needed
- Work with application owners and monitoring teams to ensure all critical functions are monitored to prevent critical or major outages (Preventative / Proactive)
- Exposure with Change Management – Host CAB meetings
- Communicate concise communications based on business impact
- Manage and coordinate urgent and complicated support issues
- Perform deep dives on incidents reported to create strategic directives
High Availability Team Incident/Problem Manager
Arthrex
03.2020 - 07.2021
- Support and monitor Tier 1 (Critical / Major applications)
- Lead Problem Management Root Cause investigations for all Critical and Major P1/P2 Incidents
- Work with various teams to improve monitoring and critical incident alert notifications
- Work with application owners and monitoring teams to ensure all critical functions are monitored to prevent critical or major outages (Preventative / Proactive)
- Built key metrics to utilize for decision making and developing “run-books” and continue to look for improvements
- Publish Root Cause analysis reports to technology and business leadership
- Continue to build knowledge and thorough understanding of Service Management/ITIL framework
- Continue to improve Incident and Root Cause analysis processes for critical and major incidents
- Responsible for communicating critical and major incidents to internal leadership/IT teams based on scale/scope and impact
- Lead and document critical and major outages until full service is restored
- Engage/escalate to application/infrastructure SMEs to assess and determine best course of actions to be taken to restore full functionality
- Engage various support personnel and drive critical and major incidents until service is restored
- Established team priorities, maintained schedules and monitored performance
Enterprise Incident and Problem Manager Lead
Autonation
05.2019 - 03.2020
- Analyzed and assessed data on incidents and applied analytical methods to support management decision making
- Available 24x7 to lead Major Incident bridge calls by providing strong leadership and restore service as quickly as possible, in addition to sending executive communications based on incident scope and impact
- Enhanced and developed new Incident and Problem management processes
- Work with Disaster Recovery team to ensure each critical application is well documented
- Created dashboards to detect and monitor critical applications to avoid major incidents
- Responsible for Network level 1 team to ensure alerts are acknowledged and escalated within established SLT
- Partnered with various technology teams to create and maintain “runbooks” for application/system outages
- Built relationship with field support technicians to ensure each site that has encountered issue is fully rectified within SLT
- Provide monthly metrics and KPIs based on availability from application perspective and overall uptime and downtime across enterprise
- Continuous improvement (Best Practices) - Look for monitoring opportunities (preventative measures) from application and infrastructure perspective
Command Center Sr, Manager Lead
Allstate Insurance
01.2010 - 04.2019
- Provide overall guidance, education, and training to all Incident Managers in two locations to ensure processes and SOP's created are followed to ensure customer and leadership expectations are exceeded
- Manage and host Major Incidents (critical) to business and driving fast incident resolution
- Ability to drive restoration of services in timely manner to reduce MTTR and MTTA
- Experience with identifying unexpected behaviors and ensuring restoration of service and root cause analysis
- Responsible for decisions made related to escalation and prioritization and actions taken
- Ability to drive root cause investigations, Document actions taken, create and update current
- SOP's
- Communication and coordination status of Major Incidents
- Document lifecycle of Incident and Problem
- Correlate and work with various support personnel (ITSM, Application, SME) to improve/and or correct processes, workarounds, and continuous improvements
- Technical knowledge of supporting applications
- Create variety of reports to present to leadership of daily/weekly/monthly stats (Trending analysis)
- Assess and provide areas of improvement based on data assessed
- Demonstrate organizational success factors by being point person for daily issues, updates, and communications for two centers (located in Belfast, Ireland; and Northbrook, IL)
- Focus on strategy and continuous improvement
- Providing input to problem management teams during root cause investigations
- Coordinating responses between technical teams during service disruption to address and solve service failures as quickly and effectively as possible
- Risk assesses major impacting incidents, and take whatever actions are necessary to restore service back to business and customers
- Act as liaison between incident and leadership and provide status updates when called upon
- Interact and work closely with leadership, application support and technical support groups to resolve incidents
- Responsible for Incident Detection, Facilitation, Communication, Change Coordination,Problem
- Coordination for all applications within Command Center
- Perform end to end transaction monitoring for all Tiers 0-9 priority one applications to identify trends/problems, make on-demand decisions, create processes, and maintain health/availability
- Implement new and existing IT technologies
- Detect/maintain IT infrastructure/application incidents by monitoring both application and infrastructure for errors, latency, or any other issues with various monitoring tools
- Maintain Target MTTR (Mean Time to Repair)
- Perform best practices by using ITIL methodology framework
- Support comprehensive DR testing for consumer, agency and claims facing applications
- Consistently and effectively implement innovative solutions and streamline processes that impact customers and internal partners to increase speed, agility, and affordability
- Track key standards and metrics
- Assist in creation and communication of monthly metrics on Command Center services to leadership
- Measured team performance and reported metrics to leadership team members
Education
Associates - Information Technology
ITT TECHNICAL INSTITUTE
MT. PROSPECT, IL2009
Skills
- Strong understanding of ITIL, Incident Management and Problem Management Processes
- Experience with IBM, Dynatrace/AppDynamics APM Monitoring, Empirix IBM Onesight transactional monitors
- Experience with environment, operating system monitor tools, Splunk, Datadog, , Solarwinds, Grafana Dashboard Monitoring
- Expert with Helpdesk software(ServiceNow) – Primary Tool, Footprints, Jira software
- Ability to translate high-level objectives into tactical tasks/solutions that can be executed upon
- Problem-Solving
- Ability to modify communications to best fit
- Exceptional verbal and written communication skills
- Attention to Detail
- Team player, ability to lead teams globally
- Great listener, well-versed in gathering, synthesizing, and prioritizing recommendations
- Strong problem-solving analysis and troubleshooting abilities
- Excellent problem resolution judgment and decision making
- Expert in Incident Management / Problem Management /Change Management
- Ability to prioritize, multi-task and adaptable to changing requirements and direction
- Experience working with all levels of management
Timeline
Senior Critical Incident Manager Lead
Airbnb
11.2022 - Current
Principal Engineer Service Management
CarMax
07.2021 - 11.2022
High Availability Team Incident/Problem Manager
Arthrex
03.2020 - 07.2021
Enterprise Incident and Problem Manager Lead
Autonation
05.2019 - 03.2020
Command Center Sr, Manager Lead
Allstate Insurance
01.2010 - 04.2019
Associates - Information Technology
ITT TECHNICAL INSTITUTE
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