Chris Saunders

Experience

1. Itsm Incident Management - Process and Practice Owner

   Texas Health and Human Services

   Mar 2016 — Present · Austin, TX, US

   Implementing a new ITIL based Incident Management (IM) program for State of Texas HHS Enterprise IT Operations. Integrating IM with other ITIL operational service areas such as Change Management and assisting with the establishment of a Problem Management program within HHS Enterprise.FUNCTIONAL DUTIES- Monitor incoming HHS IT incidents for potential critical/crisis situations - Drive internal awareness and response urgency towards remediation during critical events- Conduct Incident Response Team / Critical Situation conference calls- Facilitate discussion and serve as liaison between all parties involved in restoring a particular service- Analyze and report on status of active critical incidents- Create and maintain the HHS Enterprise Incident Management Policy- Train HHS IT personnel on the Incident Management Policy- Establish controls and standards (SLAs) to measure compliance with the IM Policy- Ensure HHS departments include Incident Management practices in their exiting processes- Standardize Incident Priority definitions across HHS Enterprise Agencies- Define individual incident priority based on business impact to HHS Agency- Send regular updates to Agency leadership during active Critical IT incident response- Ensure actions are documented in ITSM work log during active major incidents- Escalate lack of progress on incident remediation to appropriate personnel, both hierarchal and functional- Monitor HHS publicly available services for potential critical/crisis situations- Join any HHS external vendor Incident Response Conferences on behalf of the HHS agencies- Review HHS external vendor Problem Reports as they relate to HHS agencies- Prepare and present HHS Incident Management reports to HHS leadership team- Identify areas of opportunity for Continuous Service Improvements- Serve as backup for HHS Enterprise Change Management operations- Participate in weekly Change Advisory Board (CAB) meetings.

Skills

• Servers
• Itil
• IT Service Management
• Information Technology
• Six Sigma
• Photography
• Disaster Recovery
• Program Management
• IT Service Delivery
• Public Relations
• Wordpress
• Web Services
• Virtualization
• Management
• Itil Certified
• Vendor Management
• Government Services
• Internet Content
• Sharepoint
• Integration
• Business Process Improvement
• Crisis Management
• Strategic Communications
• Data Center
• IT Management