Lawrence Deutsch

As the Director of Service Management and Site Reliabilty is was soely repsonsible the for the service compliance, avaialibty and reliability for all Thomson Reuters Tax and Audit products.

• Reposible for ### products and services
• Collaborated with cross-functional teams on compliance projects.
• Managed client relationships to ensure service excellence.
• Oversaw project timelines and deliverables for audit engagements.
• Facilitated workshops to enhance team collaboration and performance.
• Recruited, trained, supervised, evaluated and mentored staff members.
• Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
• Activly managed and communicated production impacting events to senior stakeholers and key cusotmers.

• The Online & Search organization provides enterprise software services to all the business units across Thomson Reuters. My scope of responsibilities is to ensure operation services are provided for an enterprise search solution, an automated application management toolset, Big Data, and an applications framework for business units to create new product offerings for Thomson Reuters customers.
• Led operations review, definition, and implementation of new software solutions, and technology offerings for the central platform.
• Audit and ensure compliance of software services in accordance with the Information Security Risk Management (ISRM) team and Thomson Reuters Technology policies.
• Responsible for career guidance and resource planning for US and India based global operations team.
• Responsible for validating and defining actions for infrastructure life cycle management for software and hardware estate.
• Prioritized and led technical project design and implementation of projects with architecture and development teams.
• Defined organizational culture and implemented Senn Delaney best practices within the operations teams.
• Fulfilled the role of technical recovery manager during major incidents and provided technical and business communications as needed.
• Aided in defining and representing Service Management and accountability within the Online & Search organization.
• Responsible to defining departmental control standards for change and incident management activities

• The Novus Platform is an enterprise level content publishing and information retrieval system leveraged across Thomson Reuters’ products. This platform generates over 2 billion dollars in revenue and is leveraged by numerous applications and business units. I have the direct responsibility and ownership in ensuring these platforms are highly available and interface directly with various business units to ensure their business projects are delivered on-time.
• Created technical project plans and reported on project status for business unit initiatives.
• Owned and governed all aspects of Novus operations focusing on incident, change, and new technology implementations.
• Ensured business partner satisfaction while using the Novus Platform expectations for availability and performance by SLA compliance.
• Partnered with development teams and business units to approve delivery solutions and future direction of the Novus Platform.
• Evaluated and approved new application growth and designs to ensure operational effectiveness.
• Managed multiple teams providing tier 2 support (application management systems engineers) and tier 3 support (software development engineers) for multiple business units leveraging our software platform.
• Forecast resource allocation based on supply and project demands.

• Responsible for three independent tier 1 support teams, each providing similar services to different parts of the business.
• Oversight and direction in day to day operations of each software platform.
• Created and implemented “operational readiness” processes to ensure operational excellence and supportability of online applications.
• Defined and implemented operational best practices within the Data Center and business organizations.
• Active participant in a cross-organizational “Incident Management” program.
• Overall responsibility for Application Management Services budget planning.
• Implemented and maintained an off-shore application support model.
• Lead cross-organizational teams to implement new applications and mitigate application incidents.
• Formalized a metric reporting process on team effectiveness for senior management.
• Identified technology trends and training needs for AMS to continue building the skill sets within AMS.
• Leadership and career guidance for multiple teams (30 employees).

• Instructed team in day to day work assignments.
• Responsible for operational readiness of all applications supported.
• Met with business unit and development staff customers to increase satisfaction of services provided.
• Provided mentorship and technical guidance to staff members.
• Facilitated communication among support teams during incidents and coordinated change execution.
• Evaluated new application technologies and participated in creating test plans and evaluations to ensure operational stability.
• Led and performed diagnostic and investigative efforts to resolve application related issues affected by platform, storage, or network related issues.

• Provided 24x7 support for applications supported.
• Provided change and incident management services for applications supported.
• Participated on project teams to implement new applications or services.
• Installed and configured web based applications within QA and Production environments.
• Partnered with platform support and development teams to investigate complex issues and mitigate impact to the business.