Adam Schultz
ITIL Incident and Problem Manager
- Role
- AVP, Production Support Engineer at Jenius Bank
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
Experience
AVP, Production Support Engineer
Apr 2023 — Present · Charlotte, NC, US
Building and implementing Incident and Problem Management frameworks from the ground up for an all-digital startup bank, enabling scalable 24x7 operations and regulatory ITSM practices.• Strong working knowledge and application of ITSM practices.• Proven hands-on experience with overseeing the development, documentation, and execution of Incident response, Crisis Management and Problem Management processes.• Developed and maintained playbooks, SLAs, and KPIs to drive responsiveness at scale.• Collaborated with cross-functional teams to troubleshoot and resolve high-priority incidents and problem investigations and contributed to post-implementation reviews and continuous improvement efforts.• Provide input to business risk reviews to summarize incidents and related operational metrics. • Perform in-depth root cause analysis to prevent recurrence and improve system reliability.• Partner and collaborate with other technical teams to ensure seamless execution of processes and integration of solutions.• Serve as executive escalation point for complex, high-impact production incidents, ensuring rapid resolution and minimal customer or business impact.• Built and maintained collaborative relationships with platform vendors
Skills
- Professional Services
- Software Project Management
- System Deployment
- Crm
- Itil
- Cross-Functional Team Leadership
- Strategy
- Microsoft Technologies
- Mof
- Sdlc
- Solution Architecture
- Management
- Software as a Service (Saas)
- Pmp
- Leadership
- Incident Management
- Customer Relationship Management (Crm)
- Process Improvement
- IT Strategy
- Project Management
- Hyper-V
- Pre-Sales
- Enterprise Software
- Customer Satisfaction
- Sharepoint
- Enterprise Architecture
- Service Delivery
- Technical Support
- Business Process Improvement
- Service Management
- Incident Handling
- Information Technology
- Iis
- IT Service Management
- Windows Azure
- Partner Management
- Business Intelligence
- Service Delivery Management
- Software Development Life Cycle (Sdlc)
- Business Process
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