James Diglio

Experience

1. Manager, Enterprise Operations Center

   Subway

   Sep 2023 — Present · Shelton, CT, US

   Lead a team of over 60 L1, L2 support engineers with expertise in Systems Monitoring, Windows, Cloud, Network, DBA, and Linux support. Ensure team members are trained on the latest tools, technologies, and internal procedures. Maintain 24/7 operations by ensuring shift coverage and on-call schedules. Ensure all systems, applications, and infrastructure are monitored. Establish (SOPs) for incident detection, escalation, and resolution. Monitor compliance with (SLAs) for incident response and resolution. Develop escalation processes to route issues to appropriate teams, Act as the escalation point for unresolved or high-priority incidents. Oversee (RCA\'s ) for recurring or major incidents and implement corrective actions, identify recurring issues and work with Level 2 teams to implement solutions. Identify inefficiencies in monitoring, support, and escalation workflows and take corrective action. Work with teams to identify automation of routine tasks, such as patching and monitoring configurations and drive continuous improvement initiatives. Oversee the maintenance, optimization, and troubleshooting of monitoring tools. Help ensure monitoring tools are updated, integrated with other platforms, and configured according to best practices. Oversee Windows server patch management, ensuring compliance with security policies and minimal downtime, monitor patch success rates and address failures or post-patch issues. Ensure the monitoring and troubleshooting of firewall rules, policies, and configurations, ensure timely response to security alerts. Oversee troubleshooting of network performance issues. Supervise database operations, including performance optimization, and incident resolution, ensure timely resolution of escalated issues such as performance degradation. Ensure Level 2 Linux support engineers handle escalated issues related to permissions, configurations, or system performance and oversee patching and security updates for Linux servers to ensure compliance.

Skills

• Software Documentation
• Sdlc
• Business Analysis
• Management
• Process Improvement
• Vendor Management
• IT Strategy
• Program Management
• Visio
• Data Center