Chris Ingram
Lebanon,OH
Summary
Proficient business emergency management professional well-versed in providing timely leadership to resolve incidents. Expert in gathering, analyzing and modeling data in order to enhance responses to future emergencies. Advanced problem-solver with excellent planning, organizational and communication skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tower Lead/Global Major Incident Team Manager
TCS/Bread Financial
04.2023 - 07.2023
- As Tower Lead, was tasked with overall improvement of Major Incident Team
- With input from Support teams and Executives as well as Major Incident Team worked to improve overall Mean Time to Detect (MTTD) and Mean time to Resolution (MTTR) for all Major Incidents
- With continuing improvements, were able to improve communication templates, process, total MTTR as well as ensure that were capturing all pertinent information around Major Incidents
- This helps Problem Management Team as well as providing accurate information around issues and fixes.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Conducted post-resolution reviews with team members.
- Developed and coordinated response processes.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
Major Incident Manager
Babylon Health
01.2021 - 07.2022
- In this role, helped improve existing Major Incident Management process
- Worked to establish Major Incident team as premier group to engage when there is significant outage
- Team was responsible for working P3/P4 tickets to monitor any trends that could lead to major incident
- As new Major Incidents would occur, I could be engaged to open bridge calls and lead technical teams while working to quickly resolve issues
- As Major Incident Manger, would also provide notifications to Executives and others in management to keep them apprised of situation
- Goal was to cut Mean Time to Resolution and restore services for users as quickly as possible
- I was also responsible for running any Problem Management meetings around any Major Incidents that I ran
- Some other responsibilities included maintain written timeline of events, paging out teams as needed, schedule and run any Post Incident reviews that were needed and also work as contact point for US based teams as they came on shift.
Major Incident Manager/Business Relationship /Operations Project Manager
Raytheon Technologies Corp/Innivoen Solutions
08.2019 - 07.2020
- In this role, I helped build the Major Incident Management process from the ground up
- Worked to establish the Major Incident team as the premier group to engage when there is a significant outage
- I worked to build each process that is being utilized as well worked with that team as a Major Incident Manger
- I have also worked with several siloed business units to help make them more aware the abilities that the Major Incident team brings to the company
- While building the process for Major Incident I was tasked with taking on the Operations Project Manager as well
- In this role I was asked to research applications and or resources to not only improve Mean Time to Detect but also to improve the Mean Time to Respond as well as Mean Time to Resolution
- I lead the initiative to implement the PagerDuty application into the environment
- I was also responsible for creating the Problem Management process and running Problem meetings after any Major Incidents.
- Developed and coordinated response processes.
Major Incident Manager
Huntington National Bank/TEKSYSTEMS
10.2018 - 06.2019
- In this role, I would over-see all SEV1/SEV2 incidents for Huntington
- I work hand in hand with other support teams to resolve all significant outages
- With SEV1 incidents I am responsible for running the technical bridge call and providing executive updates throughout the entire outage
- I was responsible for running a Daily Service Review meeting with all company stakeholders and all resolver teams and management to discuss all P1 and P2 tickets within the last 24 hours
- I was tasked with improving upon the overall process used by Huntington
- I have implemented changes that have helped the team to work in a better environment
- I have also created a more streamlined and user-friendly timeline process
- I was also responsible for bringing the ServiceNow Major Incident Module into production for the incident team
- I worked hand in hand with the ServiceNow team to create rules, modify functionality, and create templates used by the team
- I created the process for the incident team to utilize this new tool.
- Conducted post-resolution reviews with team members.
- Provided immediate emergency response and incident management.
- Developed and coordinated response processes.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
Major Incident Manager
UNISYS
04.2017 - 10.2018
- In this role, I over-see all SEV1 incidents for multiple clients
- I work hand in hand with other support teams to resolve all significant outages
- With SEV1 incidents I am responsible for running the technical bridge call and providing executive updates throughout the entire outage
- My responsibility is to ensure that technical teams stay engaged and focused and work the incident with a goal of resolution within the SLA timeframe
- I have also been tasked with assisting to look at and improve upon the overall process used by Unisys and their clients in regard to their handling of all SEV1 incidents
- I am also the Subject Matter Expert and client facing single point of contact for multiple accounts.
Deskside Support
GE Aviation
03.2017 - 04.2017
- I was responsible for servicing end users with a hands on physical approach and Remote troubleshooting while using the ServiceNow ticketing system
- I supported multiple locations and thousands of end users
- This work would include but is not limited to the re-imaging of laptops and desktops as well as tablets, the replacement of hard drives, memory, motherboards and other hardware
- I worked to resolve issues such as printer set ups, network issues and things such as simple browser issues to security settings and more
- This role was responsible for ordering parts, hardware repair, end user liaison, computer lease replacement, pc re-image, remote assistance, research, maintaining or acquiring certifications
- Using LogMeIn to remote into user's pc's to troubleshoot and repair numerous issues
- Writing training process for employees
- I am responsible for covering multiple sites/locations.
Major Incident Manager/Duty manager
Artech/IBM/State Of New York
09.2016 - 03.2017
- In this role, I over-see all SEV1 and SEV2 incidents for the State of New York and some Federal agencies including the FBI
- I work hand in hand with other support teams to resolve all significant outages
- SEV2 incidents I ensure that teams are engaged and working them in a timely fashion
- SEV1 incidents I am responsible for running the technical bridge call and providing updates throughout the entire outage
- My responsibility is to ensure that technical teams stay engaged and focused and work the incident with a goal of resolution within the SLA timeframe
- I have also been tasked with assisting to look at and improve upon the overall process used by the State of New York in regard to their handling of all SEV1 incidents
- DESKsIDE suPPORTge-cOMPUCOM
Deskside Support
Robert HALF
05.2016 - 09.2016
- For GE Aviation I was responsible for servicing end users with a hands-on physical approach and Remote troubleshooting while using the ServiceNow ticketing system
- I supported multiple locations and thousands of end users
- This work would include but is not limited to the re-imaging of laptops and desktops as well as tablets, the replacement of hard drives, memory, motherboards and other hardware
- I worked to resolve issues such as printer set ups, network issues and things such as simple browser issues to security settings and more
- This role was responsible for ordering parts, hardware repair, end user liaison, computer lease replacement, pc re-image, remote assistance, research, maintaining or acquiring certifications
- Using LogMeIn to remote into user's pc's to troubleshoot and repair numerous issues
- Writing training process for employees.
Major Incident Manager
GENPACT
01.2016 - 05.2016
- In this role I oversaw Major Incidents as well as worked with Outage Management
- As a Major Incident occurred it was my responsibility to engage all parties needed in a collaborative effort via conference call to ensure the outage was resolved within agreed Service Level Agreements.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Conducted post-resolution reviews with team members.
- Provided immediate emergency response and incident management.
- Developed and coordinated response processes.
Education
High School Diploma -
Lebanon High School
Lebanon, OH05.1988
Skills
- ESTABLISHED MYSELF SOLID LEADER AND HAVE WORKED TO OBTAIN CERTIFICATIONS FROM DELL AND HP I ALSO HAVE ITIL FOUNDATIONS V4 CERTIFICATION COMBINED WITH EXPERIENCE IN MONITORING AND GENERATING REPORTS WITHIN VARIOUS TICKETING SYSTEMS SYSTEMS INCLUDE REMEDY AND SERVICENOW
- Problem Management Process creation
- Problem Management
- Chris Ingram
- IT Professional
- Effective Communication
- Escalation Procedures
- Technical Troubleshooting
- Incident Diagnostics
- Emergency Response Understanding
- Critical Incident Handling
- Improvement Recommendations
- Information Updates
- Technology Monitoring Tools
- Service Interruptions Understanding
- New Project Development
- Post-Incident Meetings
- Post-Resolution Reviews
- User Acceptance Testing (UAT)
- Restoration Processes
- Technical Training
- Root Cause Analysis
- Incident Priority Assessment
- Service Desk Team Management
Certification
- Certified ITIL Foundation V4
- Dell desktops repair certification
- Dell laptops repair certification
- HP desktops/laptops/workstations repair certification
- Cybrary Continuing education ITIL foundations
Timeline
Tower Lead/Global Major Incident Team Manager
TCS/Bread Financial
04.2023 - 07.2023
Major Incident Manager
Babylon Health
01.2021 - 07.2022
Major Incident Manager/Business Relationship /Operations Project Manager
Raytheon Technologies Corp/Innivoen Solutions
08.2019 - 07.2020
Major Incident Manager
Huntington National Bank/TEKSYSTEMS
10.2018 - 06.2019
Major Incident Manager
UNISYS
04.2017 - 10.2018
Deskside Support
GE Aviation
03.2017 - 04.2017
Major Incident Manager/Duty manager
Artech/IBM/State Of New York
09.2016 - 03.2017
Deskside Support
Robert HALF
05.2016 - 09.2016
Major Incident Manager
GENPACT
01.2016 - 05.2016
High School Diploma -
Lebanon High School
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