Michael Ostromogilski
Cote St-Luc,QC
Summary
Proactive Major Incident Manager proficient in completing risk and
impact assessments and utilizing collected information to devise effective
plans and business structures. Competent in readying employees with use
of exercises and training programs, documenting feedback and adjusting
plans to account for changing conditions. Desire career-oriented position
dedicated to transforming Major Incident Management.
Overview
27
27
years of professional experience
1
1
Certification
Work History
IT Service Manager
Wipro
08.2023 - Current
- Enhanced Airport system efficiency by implementing process improvements and automation for IT service management tasks.
- Streamlined communication between IT teams and Airport stakeholders, ensuring timely resolution of service requests and incidents.
- Led cross-functional teams in executing complex infrastructure projects, resulting in improved network performance and security.
- Implemented robust incident management procedures to minimize the impact of critical issues on Airport/business operations.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
Major Incident Manager
National Bank Of Canada
07.2022 - 07.2023
- Provided immediate emergency response and incident management.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Conducted post-resolution reviews with team members.
- Sending regular communications to stakeholders throughout the major incident lifecycle.
Crisis Manager
SITA
11.2020 - 07.2022
- Organized and updated strategies for managing crisis events to modernize and enhance approaches
- Offered expertise to business continuity planners to guide, support and lead strategy development
- Created or administered training and awareness presentations or materials
- Revamped plans to enhance company's capability of maintaining and recovering critical business functions
- Wrote reports to summarize testing activities, including descriptions of goals, scheduling and recommendations.
Major Incident Manager
SITA
03.2011 - 07.2022
- Developed and coordinated response processes
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements
- Conducted post-resolution reviews with team members
- Provided immediate emergency response and incident management
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
- Developed highly effective incident response team and trained extensively in preparation for possible events
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
Shift Manager
SITA Montreal
01.2005 - 03.2011
- Supervised day-to-day operations of the Global Support Center, including staffing, scheduling, and resource allocation.
- Provided leadership and guidance to support staff, fostering a collaborative and productive work environment.
- Developed and implemented customer service policies and procedures to maintain high service standards and exceed customer expectations.
- Collaborated with cross-functional teams to streamline processes and enhance service efficiency.
- Analysed performance metrics and KPIs to identify areas for improvement and implemented strategies to optimise service levels.
- Conducted regular training sessions for support staff to enhance their skills and knowledge of company products and services.
- Prepared and presented regular reports to senior management on support center performance and initiatives.
SITA - Customer Support Specialist
03.2001 - 01.2005
- Six Sigma Yellow Belt
- Managed schedules, accepted time off requests and found coverage for short shifts
- Kept employees operating productively and working on task to meet business and customer needs
- Trained and mentored new employees to maximize team performance
- Exercised composure under pressure and in escalated customer service scenarios
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Provided primary customer support to internal and external customers in fast-paced environment.
Human Resources Manager & Operations Supervisor
IClassified
02.1999 - 05.2000
- Created and implemented forward-thinking initiatives to improve employee engagement
- Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams
- Boosted customer satisfaction ratings by resolving issues for speedy resolution
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.
Customer Service Specialist
IClassified
07.1997 - 02.1999
- Described and explained details about membership options to inform customers and guide purchasing decisions
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Educated customers on promotions to enhance sales.
Education
Journalism And Mass Communication
Concordia University
Montreal, QCDEC - Communication Studies
Dawson College
Montreal, QCSkills
- Disaster Recovery Planning
- Risk mitigation
- Critical incident handling
- Post-resolution reviews
- Effective communication
- Documentation and control
- Policy and procedure modification
- Verbal and written communication
- Customer Service
Certification
ITIL V4
Timeline
IT Service Manager
Wipro
08.2023 - Current
Major Incident Manager
National Bank Of Canada
07.2022 - 07.2023
Crisis Manager
SITA
11.2020 - 07.2022
Major Incident Manager
SITA
03.2011 - 07.2022
Shift Manager
SITA Montreal
01.2005 - 03.2011
SITA - Customer Support Specialist
03.2001 - 01.2005
Human Resources Manager & Operations Supervisor
IClassified
02.1999 - 05.2000
Customer Service Specialist
IClassified
07.1997 - 02.1999
Journalism And Mass Communication
Concordia University
DEC - Communication Studies
Dawson College