Paulo Correia
Technology Incident Manager, AVP @Citizens
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WORK HISTORY
Technology Incident Manager, AVP @Citizens
Identify emerging risks and take/recommend appropriate actions to mitigate those risks. • Ownership and accountability for standing up remote bridge line (via Teams, WebEx, Zoom) engaging all needed resources albeit internal IT teams, business lines as well as 3rd party vendors.(24x7) • Incident escalation to problem managers and senior leaders to create awareness, visibility and set expectations on RTS.(Return to service) • Managing personal assignment queue on open or preexisting incidents until full resolution is achieved, and incident is deemed resolved and closed. • Mobilize the appropriate IM Team in an incident and provide support and guidance, record incidents and identify opportunities for continuous improvement • Initial communications and follow up communications to Bank and executive leadership on status as appropriate. • Leading the Incident support calls and efforts in order to restore service and drive closure to meet required SLA’s. • Clear and concise documentation in our Archer GRC system that accurately depicts issues, key players, times of occurrence and forward actions. • In cases where status is identified as significant or greater, clearly document and summarize incident to executive leadership.
EDUCATION
Bristol Community College
Computer Programming
Rhode Island College
Computer Information Systems
SKILLS
ABOUT PAULO CORREIA
Able to successfully multitask and excel in a fast-paced work environment. Always…
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