DellOnline Command Center Manager
May. 2012 - Dec. 2013Penang, Malaysia• People Manager working to lead, motivate, inspire, and encourage the team.
• Drive coordination of all functions in the online command center globally as well as business stakeholders to identify and resolve online issues before they impact Dell customers. These issues can include pricing, offer, configuration, content, and stability errors.
• Use learnings from resolved incidents to improve online triggers, monitoring processes, and integration between the teams in the command center. Drive continuous improvement in communications to related teams to drive reduction in time to resolve issues.
• Identify, provide guidance on, design, and drive improvements in processes for error finding, escalation, incident management, and cross functional communication to meet the operational goals of the Online Command Center (OCC).
• Act as focal for interaction with eDell and IT business partners on initiatives to improve stability and availability of all Dell online properties.
• Design measurements to ensure OCC performing at optimal level in terms of capacity management, incident resolution, SLA attainment, repeat incident rate, false positive identification, communication efficacy, etc.
• Work closely with relevant users for timely fix or enhancements. When relevant users cannot be reached for resolution of issues, execute resolution actions within documented guidelines and report out for SME validation. Track and communicate issues resolved.
• Manager for the Online Command Center Quality Analysts in Brazil and Penang. Work alongside and in partnership with IT command center management.
• Drive root cause analysis for incidents on the online site and following through with the different support groups need to resolve incidents