At Ness Digital Engineering (Pearson), I manage global major incidents in a 24x7x365 environment, coordinating incident bridges, communications, and escalations through resolution.
I currently lead the Game Day project on incident response and handling. It began with a few teams and expanded to other teams after receiving positive feedback on its value for improving response processes.
Previously, at Euronet Worldwide, I managed incident and problem records, supported resolution of transaction-flow issues involving VISA, MASTERCARD, and ATM services, and communicated with customers and internal stakeholders. I hold ITIL V4 Foundation and PagerDuty certifications.
