ericadorado

Served as Change Management SME for 1,000+ Unix systems supporting one of Canada’s largest banks, driving RFC governance, documentation quality, and ECM policy compliance. Delivered 900+ successful changes, achieving a 99.6% success rate and keeping emergency changes under 5%, surpassing SLA targets. Guaranteed audit readiness by validating implementation, back‑out, and test plans for critical deployments in line with ITIL v4 standards. Coordinated with cross-functional infrastructure, application, and business stakeholders to assess risks, dependencies, and rollback plans for proposed changes. Represented Unix Operations in CAB/TAB, Pre‑/Post‑Implementation, and Expedited forums, providing risk and impact assessments to support decision-making. Produced monthly KPI reports on change success, failed changes, and SLA performance, providing leadership with insights to drive continuous improvement. Collaborated with incident teams when changes were linked to service disruptions, ensuring proper documentation and escalation in ServiceNow. Supported incident reporting by providing change‑related context for RCA sessions and post‑incident reviews. Documented problem records tied to recurring change‑related issues, ensuring proper linkage in ServiceNow and supporting RCA follow‑through.

Started in Incident Management as Unix Administrator: handled incident tickets, supported RCA sessions, and coordinated with stakeholders to restore services within SLA. Transitioned into Change Management, coordinating Unix‑based infrastructure changes for a Canadian financial institution, ensuring SLA performance above 98%. Represented Unix Operations in CAB/TAB reviews, delivering risk and impact assessments to support approvals and compliance with audit standards. Developed and validated RFCs for completeness, documentation accuracy, and potential conflicts, ensuring 100% alignment with policy requirements. Partnered with Project Managers and stakeholders to align change schedules with delivery timelines and secure approvals. Collaborated with incident and problem management teams within Unix Operations to strengthen service continuity and prevent recurrence of change‑related issues. Maintained Unix change documentation and knowledge base, improving process consistency and supporting team onboarding.

Oversaw production requests and escalations for a multinational investment bank, coordinating with Dev and Core Teams to implement system enhancements that reduced recurring incidents by 30%. Monitored Autosys jobs and executed Unix/Linux scripts for 500+ scheduled tasks, ensuring SLA compliance and system stability. Collaborated with Data Operations and vendors to maintain service continuity and resolve escalations. Applied ITIL practices to streamline incident resolution and improve service delivery outcomes. Maintained KB articles and troubleshooting guides to support onboarding and reduce resolution time.

Delivered production support for enterprise applications in a regulated financial services environment, including incident handling and system monitoring. Assisted in Autosys job execution and Unix/Linux environment troubleshooting, contributing to system stability and uptime. Escalated issues to senior engineers and participated in root cause analysis for recurring incidents. Contributed to KB documentation to support team knowledge sharing and onboarding.