Susan Downer
Director Incident Management
Clarks Summit,PA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
7
7
years of post-secondary education
Work History
Director Incident Managment
Metlife
Clarks Summit, PA
04.2023 - Current
- Cultivated positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Provide support for over 400 applications assisting in communicating and managing restoration of service for customer impacting issues.
- Provide early detection services to help determine and alleviate issues before customers are impacted
- Implementation of problem management process to provide governance around impacting issues to ensure root cause and remediation are correct and eliminate issue reoccurrence.
- Provide support and guidance for critical enrollment seasons.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale
AMS Production Management Manager
Metropolitan Life Insurance Company
Clarks Summit, PA
03.2018 - 03.2023
- Manage 354 Corporate applications, 25 FTCs/ 3 FTEs, Manage incidents and escalations for Annual Enrollment, Financial applications, and Call Center
- Manage Business Continuity Requests for extended hour requests Partner with Complex Problem on process for proactive incidents and Service Now data quality Manage early detection incidents to prevent impact to business and customers Manage high/critical incidents overnight and weekends Vertical/ARM integration processes and batch abend trends and incident flow processing Participation in US AMS review with audit
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
Production Management Senior Lead II
Metropolitan Life Insurance Company
Clarks Summit, PA
01.2012 - 03.2018
- Maintain applications in production environment
- Established and maintain business calendar that is accessible across Metlife including business partners and Senior Management
- Identify and implement solutions to optimize operating efficiency of production systems and processes
- Responsible for resolution of high severity on-line application incident, batch incidents, communication to stakeholders, Root Cause Analysis, application on-boarding, creation of incident summaries, development of processes utilized by team and building of relationships with multiple areas within and outside of MetLife
- SME Lead for incident management for Auto and Home and Dental applications Provide off hour and weekend support Communicate and interact with business partners, IT partners and managers for defect resolution Coordinate process improvements for Auto and Home developed by Production Management and Application Development teams Lead team in production support activities of complex nature and/or large projects
- Lead production management activities including investigation and resolution of incidents and working assigned queues
- Manage communication of incidents, problems and escalations to internal and external partners
- Review processes and procedures, identifying gaps and needed tasks
- Oversee documentation of internal processes and procedures
- Relationship Manager between business customers and IT partners.
Senior Project Lead Production Management
Metropolitan Life Insurance Company
Clarks Summit, PA
12.2009 - 12.2011
- Responsible for problem and incident management within various applications for Auto and Home Responsible for event and release management within various applications for Auto and Home Manage 2 onshore leads and 10 offshore associates Manage and assign production tickets to onshore/offshore associates and provide direction on resolution Provide off hour and weekend support Own 2 development applications handling all compliance, regulatory and discretionary projects assigned to these areas Coordinator/lead for IT projects with multiple application impact Interact with business partners, IT partners and managers for requirement clarification on projects for defect resolution Coordinate process improvements developed by Production Management and Application Development teams
- Championed change management efforts by promoting best practices adoption across organization, resulting in smoother transitions during times of growth or restructuring.
Manager Auto Policy Writing and Data Entry
Metropolitan Life Insurance Company
Clarks Summit, PA
05.2007 - 11.2009
- Manager for Auto Policy Writing, Data Entry, Production Support, Mass Auto and Online Central applications Created first production management area within Auto and Home Onboarded first vendor, CapGemini
- Managed 10 Metlife employees across multiple sites Managed 5 Patni onshore leads and 15 offshore associates Coordinate retirement of old green screen systems
Application Project Lead
Metropolitan Life Insurance Company
Clarks Summit, PA
02.2001 - 02.2007
- Application Project Lead for Countrywide Auto/Boat, Mass Auto and Online Central Coordinate, review and analyze all projects for team members and Patni consultants Lead offshore consultants for their projects Coordinated Application Development releases Responsible for on boarding Patni offshore resources for Auto and Home applications Perform various administrative tasks
- Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information
- Reduced project completion timeframes through strategic resource allocation and efficient task delegation
- Mentored junior team members, fostering professional growth and increasing overall team efficiency
- Partnered with project team members to identify and quickly address problems
Education
Bachelor of Science - Computer Science And Programming
University of Scranton
Scranton, PA 09.1983 - 05.1987
Associate of Science - Business Managment
University of Scranton
Scranton, PA 09.1983 - 05.1987
Skills
- Team Management
Corporate Social Responsibility
Information Technology Management
Charismatic Leader
Issues Resolution
Partnerships and Alliances
Staff Development
Verbal and written communication
Strategies and goals
People Management
Team Management
Skillsummary
- Mastered ITIL CSI, RCV,OSA, Foundations courses, Medallia, SPLUNK, AppD, Agile
- Excellent Leadership and Decision-Making Powerpoint, Excel and Word; Dependable; Builds good relationships with peers and business areas; Adapts well to change; Performs multiple high-priority tasks simultaneously; Works well with associates both on and off shore; Strong team player with good team building; Provides good Risk Mitigation; Extremely positive attitude
Timeline
Director Incident Managment
Metlife
04.2023 - Current
AMS Production Management Manager
Metropolitan Life Insurance Company
03.2018 - 03.2023
Production Management Senior Lead II
Metropolitan Life Insurance Company
01.2012 - 03.2018
Senior Project Lead Production Management
Metropolitan Life Insurance Company
12.2009 - 12.2011
Manager Auto Policy Writing and Data Entry
Metropolitan Life Insurance Company
05.2007 - 11.2009
Application Project Lead
Metropolitan Life Insurance Company
02.2001 - 02.2007
Bachelor of Science - Computer Science And Programming
University of Scranton
09.1983 - 05.1987
Associate of Science - Business Managment
University of Scranton
09.1983 - 05.1987
Similar Profiles
Hawazen BakilHawazen Bakil
PBM Preapproval Officer at MetlifePBM Preapproval Officer at Metlife
Shontel Thompson-WilliamsShontel Thompson-Williams
Customer Service Advocate at MetlifeCustomer Service Advocate at Metlife
Neil GrenderNeil Grender
Senior Claims Assessor at MetLifeSenior Claims Assessor at MetLife
Khalan TolsonKhalan Tolson
Senior Risk Analyst & Policy Underwriter at MetlifeSenior Risk Analyst & Policy Underwriter at Metlife
Ashley MulherinAshley Mulherin
Inpatient Registered Nurse at Geisinger Wyoming Valley Medical Center - OncologyInpatient Registered Nurse at Geisinger Wyoming Valley Medical Center - Oncology