ACI WorldwideDirector Of System Engineering
Jan. 2021Auburn, Alabama, United StatesAs Head of Operations, align and set the strategic vision for the Bill Pay Application Platforms, Production System Support, and Batch Operations while partnering with DevOps, Product and Development to create, budget, plan, and deliver upon projects, roadmaps and outcomes set for ACI multi-year strategy.
Managed strategic relationship between Customer Support, Information Security, Compliance, Marketing, both internal and external to support the business while setting organizational KPI's to measure performance, accountability, and driving visibility for the Executive Leadership Team.
Responsible for the Bill Pay ITIL Performance KPI's; Drove 24/7 Incident and Escalation Response and resolution teams with "Follow the Sun" methodologies while meeting MTTR and a 30% decrease in Priority or Severity One incidents year over year. Drove 99.5% Change Success rate and 30-day SLA Problem Management with 600+ changes a month.
Developed SRE program across organization and operational KPI's and error budgets with an automation processes using CICD to met change management policies.
Fostered collaboration between DevOps, Development, and Product to drive consistent operations for technical and business needs and actions.
Lead Innovation and drove automation program to automate everything, reduction of 65% labor hours while driving increased code quality and testing.
Identify, Manage and Support Vendor, Supplier and Contractor relationships while holding them accountable to product requirements and Service Level Agreements.