Nicolas Lerouge
Details
Lincoln Financial Group
Senior Analyst - Information Security
Managed the application production Support for the Group Protection portfolio
Lead a team responsible for the 24/7 incident management, including multi-million dollar batch processing
Coordinated Outage Management and Root Cause Analysis across multiple support groups
Participated in stabilization efforts with 3rd party service providers
Liaised with the Enterprise for the facilitation of system audits and risk remediation
Provided Availability and System uptime reporting
2017 : 2019
Lincoln Financial Group
IT Manager
-Processes Benchmarking -ITIL Realignment -Enterprise Synergies -Maturity Strategy modelling -Customer Experience Strategy
Responsible for integrating Business and IT architecture into operation services
Proactively surface and mitigate unplanned issues
Leverage emerging technologies and processes to deliver best in class methods
Monitor critical production processes having high impact on Business Operations
2012 : 2016
Lincoln Financial Group
Senior Service Delivery Analyst
Lincoln Financial Group - Business Analyst
Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis
Elicited and drafted business requirements documents and UATs for multiple projects including a compliance and regulatory project and financial reporting projects
2012 : 2012
Luma Services
Senior Consultant
Provide daily technical analysis for multiple Mainframe and Distributed systems both in areas of batch and system functionality.
Apply first or second level analysis, using industry accepted techniques and procedures, to identify, correlate and correct system degradation or stoppages on host or off-host platforms.
Ensure a stable operating environment and attain maximum utilization of systems facilities.
Identify, diagnose and resolve production batch and online issues. Respond to in-house & client inquiries. Provide and review Standard Operational Procedures to help escalate, document, notify and prioritize production issues.
Understand First Data's Service Level Agreements, and able to act quickly to identify potential incidents that could lead to SLA missed or negative impact.
Provide technical support and guidance to the Command Center Operations Team.
Maintains operating records utilizing Change Management and Service Desk, for the change control process and incident production reports.
2010 : 2012
First Data Corporation
IT Operation Technician III - Command Center
Skills
Agile Project Management, Analysis, Budgets, Business Analysis, Business Process, Business Process Improvement, Call Centers, Change Management, Coaching, Customer Satisfaction, Customer Service, Data Analysis, Data Center, Disaster Recovery, English, Enterprise Software, French, Hospitality, ITIL, IT Management, Knowledge Management, KPI, Leadership, Management, Networking, Operations Management, Outsourcing, Problem Solving, Process Improvement, Project Coordination, Project Delivery, Project Execution, Project Implementation, Project Management, Project Planning, Quality Assurance, Service Delivery, Six Sigma, Software Documentation, Software Project Management, Strategic Planning, Strategy, Team Leadership, Team Management, Technical Support, Training, User Experience, Vendor Management, z, Software Project
About
Management Professional with both a business background and a technical background. My skill-set is particularly geared towards IT Operation, Project Management, Business Analytics and Customer Relations.
Specialties: Systems Support and Integration. Support Services Delivery through ITIL Principles. SAFe Certified and Certified Scrum Master in Agile Project Management. HDI Support Center Manager Certification. Security+.
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