MARTIN ROGERS
Burlington,NJ
Summary
Strategic IT Operations Leader with 15+ years managing high-impact incidents, production support, and service delivery across enterprise-scale 24x7 environments. ITIL v3 Certified expert in Major Incident Management (MIM), achieving 40% reduction in MTTR through structured incident coordination, executive communication, and post-incident process improvement. Proven success leading cross-functional technical teams during critical outages, facilitating rapid recovery, and implementing sustainable solutions to prevent recurrence. Adept at translating complex technical issues into clear business-focused updates for C-level stakeholders.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Director of Software Development & IT Operations
ALLSTATE SALES GROUP (ASG)
Holmdel, NJ
05.2022 - 09.2025
- Led incident response and resolution for critical production systems, reducing mean time to restore (MTTR) by 25% through implementation of structured escalation protocols and real-time coordination across development, infrastructure, and vendor teams.
- Served as single point of accountability during high-impact outages, facilitating incident bridges, coordinating cross-functional technical teams, and providing clear executive communication on business impact, resolution status, and preventive measures.
- Established post-incident review process to identify root causes, document lessons learned, and track remediation actions, improving system reliability and reducing incident recurrence by 30%.
- Directed software development teams delivering enterprise-grade solutions on schedule and within budget, overseeing end-to-end SDLC including architecture, release management, and deployment testing.
- Developed comprehensive documentation, compliance standards, and business continuity procedures that improved audit readiness and enhanced operational resilience across cloud-based systems.
- Partnered with business stakeholders to translate technical issues into business-focused impact assessments, ensuring executive leadership maintained full visibility during critical events.
Senior Manager – Advanced Production Support & Major Incident Manager
VONAGE COMMUNICATIONS
Holmdel, NJ
06.2009 - 05.2022
- Led global production support operations for business-critical E911 and VoIP systems servicing millions of customers in highly regulated 24x7 environment, ensuring full compliance with federal and state telecommunications regulations.
- Owned Major Incident Management (MIM) process end-to-end, coordinating real-time resolution of high-impact outages affecting enterprise and SMB platforms. Reduced mean time to resolution (MTTR) by 40% through structured triage, clear escalation paths, and decisive command during critical events.
- Facilitated executive-level incident communications, delivering timely SLA-driven updates with concise impact summaries, resolution details, and preventive recommendations to C-suite and business leadership during major outages.
- Conducted post-incident reviews and root cause analyses to identify technical and process gaps, partnering with Problem Management to document findings, track remediation actions, and drive sustainable fixes preventing recurrence.
- Developed and implemented automated monitoring and alerting systems that improved visibility into system health, reduced manual workload by 20%, and enabled proactive identification of potential incidents before customer impact.
- Managed Command Center operations including workload monitoring, schedule adherence tracking, and real-time agent availability across multiple service delivery locations supporting SaaS and Enterprise platforms.
- Partnered with senior IT leadership to resolve recurring service and process issues, improving Net Promoter Score (NPS) across enterprise clients through enhanced incident response and communication protocols.
- Coordinated deployment testing for UAT and Production environments, ensuring seamless releases for web portal, call routing, and service features while maintaining service availability during change windows.
Manager – Tier 3 Engineering / Operations Support Center
VONAGE COMMUNICATIONS
Holmdel, NJ
06.2005 - 06.2009
- Directed Tier 3 engineering operations delivering technical support for all products and services, including troubleshooting complex network, billing, call routing, and service quality issues in production environment.
- Implemented structured escalation protocols and incident management procedures that decreased average incident backlog by 35% and improved resolution times for high-priority customer-impacting issues.
- Collaborated with approved vendors and engineering teams to analyze and resolve major service interruptions, improving uptime metrics and system stability through systematic problem identification and remediation.
- Enhanced customer satisfaction by leading initiatives focused on service performance measurement, cross-department collaboration, and continuous improvement of support processes and tooling.
Education
Bachelor of Science - Business Technology Management & IT Leadership
Rider University
Bachelor of Arts - Business Communication
Rider University
Trenton, NJ06-2003
Skills
- ITSM & Monitoring Tools: ServiceNow, BMC Remedy, Jira, Confluence, Zendesk, SolarWinds, Datadog, Nagios, Dynatrace
- Cloud Platforms: AWS, Microsoft Azure, Azure DevOps
- Development & Database: Java, C, SQL, MySQL, MongoDB, PostgreSQL, REST APIs, Microservices
- Analytics & BI: Power BI, Tableau, Snowflake, HotJar
- Enterprise Tools: Salesforce, MS Dynamics 365, Miro, Figma, UC4, NetBackup
- Methodologies: ITIL v3, Agile, Waterfall, DevOps, CI/CD, SDLC, Six Sigma Lean
Certification
- ITIL v3 Foundation Certification – Global Knowledge
- Six Sigma: Green Belt & Lean Methodologies – Villanova University
- Leadership, Project Management & Time Management – Mercer County Community College
- Credible Leadership Program – Leadership Research Institute
Timeline
Director of Software Development & IT Operations
ALLSTATE SALES GROUP (ASG)
05.2022 - 09.2025
Senior Manager – Advanced Production Support & Major Incident Manager
VONAGE COMMUNICATIONS
06.2009 - 05.2022
Manager – Tier 3 Engineering / Operations Support Center
VONAGE COMMUNICATIONS
06.2005 - 06.2009
Bachelor of Science - Business Technology Management & IT Leadership
Rider University
Bachelor of Arts - Business Communication
Rider University
CORE COMPETENCIES
- Major Incident Management & Coordination
- ITIL v3 Certified (Incident, Problem, Change Management)
- 24x7 Operations & Command Center Leadership
- Executive Communication & Crisis Management
- MTTR Reduction & Service Restoration
- Post-Incident Reviews & Root Cause Analysis
- ServiceNow, Jira, BMC Remedy, Zendesk
- Cloud Infrastructure (AWS, Azure, Azure DevOps)
- Process Improvement & SLA Management
- Agile, DevOps, CI/CD, SDLC