James Law

About James Law

Strategic senior operations leader with 20+ years of experience driving innovation, operational excellence, and cross-functional collaboration in telecom and pharmaceutical sectors. Proven track record in building high-performing teams, optimizing systems, and delivering measurable results in complex, fast-paced environments. Expert in process design, incident management, and technology transformation. Certified in ITIL FoundationsCertified and proficient in Six Sigma Process Improvement methodologiesSkills:Service Assurance Leadership | ITIL Process Management | Major Incident Management | Problem Management | Automation & Tooling Strategy | KPI Development | Root Cause Analysis (RCA)| Enterprise Customer Support | Cross-functional Collaboration | Strategic Planning | Vendor Management | Operational Excellence | Telecom & Wireless Infrastructure | IP Video Delivery | Application Design | Infrastructure Design & Delivery | Service Management Tools (ServiceNow), Remedy | Troubleshooting Expert | Pattern Recognition | Mathematical Modeling | Javascript debugging

Experience

1. Sr Manager, 5g Operations Support & Strategy

   Comcast

   May 2024 — Present · Philadelphia, PA, US

   Manage NOC Operations Support teams for the Comcast 5G Wireless Network to ensure minimal disruption to service. Leading efforts to implement tooling frameworks for monitoring/ticketing/orchestration to optimize operational efficiencies and reduce service impact duration.• Engineered topographic system schemas to map relationships across network, infrastructure, and application layers, enabling intelligent alarm grouping and incident hierarchy policies.• Spearheaded the deployment of an advanced alarm aggregation pipeline, resulting in a 92% reduction in incident volume, a 76% decrease in MTTR, and achieving a 96% auto-resolution rate through intelligent correlation and automation.• Designed and implemented closed-loop orchestration flows to automate recovery processes and enhance operational resilience.• Perform code review of ServiceNow platform rules, workflows, UI Actions, and restful integrations.• Lead team of 15 Tier 1 Support resources and manage efforts identify improvement opportunities.

Education

• Central High School

  Bachelor of Arts - BA

• Drexel University

  Chemistry

  1999 — 2003

Skills

• System Deployment
• Itil
• Six Sigma
• Application Architecture
• Service Oriented Architecture Design
• Incident Management
• Service Management
• Cross-Functional Team Leadership
• Communication
• Lotus Notes
• Itil Service Strategy
• Logistics
• Management
• Databases
• Release Management
• IT Service Management
• Program Management
• Change Management
• Vendor Management
• Web Applications
• System Administration
• Problem Management
• Troubleshooting
• Process Improvement
• Analysis
• Integration