NICOLE M. WALLERSTEIN
Corning Inc.
McHenry,IL
1
Certification
16
years of professional experience
Service Delivery & Incident Management Leader directs enterprise incident strategy across manufacturing and R&D environments. Leads senior stakeholder triage, operational risk review, and preventive remediation that stabilized service and cleared a four-year incident backlog through process redesign. Aligns incident response, ITIL service management, and escalation governance to improve recovery and reduce recurrence.
Work History
Service Delivery & Incident Management Leader
4 Years 5 Months- Orchestrated incident management initiatives to maintain consistent stability and operational efficiency within manufacturing and R&D environments.
- Engaged with senior leadership to identify operational risks, prioritize corrective actions, and implement preventive strategies.
- Executed strategic process redesign to effectively eliminate four-year incident backlog, enhancing operational efficiency.
- Developed training materials to support staff in adopting new technologies and systems.
- Interacted well with customers to build connections and nurture relationships.
Infrastructure Services Manager
8 Months- Directed crisis management efforts for high-priority outages to maintain business continuity.
- Formulated incident prevention strategies through comprehensive root cause analysis and ongoing performance monitoring.
- Managed daily service operations to ensure efficient customer support and issue resolution.
- Mentored junior staff, fostering a culture of continuous improvement within the team.
IT Service Manager
1 Year 1 Month- Designed and implemented global ITIL-based service management policies and procedures to enhance service delivery and compliance.
- Participated in ServiceNow rollout, improving resolution efficiency by 35%.
- Fostered collaboration among diverse technical teams through effective communication channels that facilitated knowledge sharing and streamlined problem-solving.
- Managed vendor relationships to ensure optimal performance of IT services and support.
- Created, managed and implemented change control processes, minimizing disruptions while ensuring seamless implementation of new tools and technologies.
- Oversaw IT department operations and training.
Senior Service Delivery Manager
2 Years- Served as primary IT liaison to senior business leaders, shaping technology investment decisions. Implemented continuous improvement program reducing recurring incidents by 28% year-over-year.
- Delivered exceptional customer experiences by proactively addressing concerns, resolving issues promptly, and maintaining a focus on client satisfaction.
- Reported issues to higher management with great detail.
Senior IT Tech Operations Manager
1 Year 4 Months- Directed enterprise-wide major incident response to restore service and improve customer trust.
- Managed technical support initiatives, ensuring timely resolution of system issues and user inquiries.
- Oversaw training programs for staff, fostering skills development and knowledge sharing across teams.
- Streamlined reporting processes, enhancing data accuracy and facilitating informed decision-making across departments.
- Oversaw daily operational activities within the technical department, including resource allocation, workload distribution, and priority setting.
- Mentored junior staff members, fostering a culture of continuous learning and professional development.
- Championed process improvement initiatives that led to increased efficiency across technical operations teams.
Vice President, Application Support & Operations
5 Years 4 Months- Provided strategic leadership for global Tier 2 production support teams managing 90+ enterprise banking applications, supporting mission-critical operations across Commercial Banking. Partnered with CIOs, senior executives, and line-of-business leaders to align application support strategy with business objectives, regulatory requirements, and client commitments.
- Directed multi-year technology initiatives that enhanced system resilience and client satisfaction while mitigating operational risk.
- Established global vendor management function to enhance service quality and accountability through performance-based contracts. Oversaw resource allocation and capability development across U.S., EMEA, and APAC support teams, fostering culture of innovation. Served as executive escalation authority for high-impact incidents, ensuring rapid recovery and root cause analysis for continuous improvement.
- Collaborated with executive leadership to align departmental goals with overall business strategy.
- Spearheaded risk assessment strategies to ensure compliance with regulatory standards and mitigate potential issues.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
- Created succession plans to provide continuity of operations during leadership transitions.
- Evaluated hiring, firing, and promotions requests.
Education
No Degree - Computer Administration
High School Diploma
Skills
IT Service Management (ITIL)
ServiceNow Implementation & Optimization
Incident management
Problem management
Change management
SLA management
Executive Stakeholder Engagement
IT Service Desk Management
Tier 1 and Tier 2
Service level management
Major incident coordination
Vendor management
IT operations governance
Regulatory Compliance (SOX)
Organizational Change Leadership
KPI/OKR Development & Performance Management
Digital Transformation & Innovation
Global Operations Leadership
Knowledge management
Certification
- ITIL Foundations Certification
- HDI Support Center Manager Certification
- Yellow Belt Certification
Timeline
Service Delivery & Incident Management Leader
Corning Inc.
02.2022 - 07.2026Read More
Infrastructure Services Manager
Mphasis Technologies
02.2021 - 10.2021Read More
IT Service Manager
Grant Thornton
07.2019 - 08.2020Read More
Senior Service Delivery Manager
Bank of Montreal (BMO)
05.2017 - 05.2019Read More
Senior IT Tech Operations Manager
Aon
01.2016 - 05.2017Read More
Vice President, Application Support & Operations
JPMorgan Chase
01.2011 - 05.2016Read More
DePaul University
No Degree from Computer Administration
Read More
Grant Community High School
High School Diploma
Read More