Danielle Joie Lares

Responsible for managing day-to-day operations of IT service management - ITIL processes (Incident, Service Request fulfillment, Problem, and Change Management processes) and providing leadership and direction to day-to-day Operations issues, owns decision making of the critical activities and handles escalation.

Responsible for quality handover of new or modified solutions from Project Team to Support Team, defines support model and support staffing for new services and ensures all back-end agreements for SLAs are established

• Manages overall project lifecycle from kick-off, implementation, testing up to closing phase • Manages communication between Key stakeholders and technical project team; leads meetings and manages escalations • Mitigate risks identified for the project and ensures project is on track

• Release and Deployment Manager: Overall, ensured smooth and efficient deployment and release to Production and quality of transition or handover to the Operations team. Responsible in managing, planning, scheduling and controlling software build release through different environments. • Defect Manager: managed test execution, data quality, coordination with business contacts for BAT, data and defect validation and signoff.

- responsible in managing Incidents / Service Requests for an IT Service Operations, monitoring and ensuring no tickets will be out of SLA - responsible in analyzing recurring issue and drive all problems towards root cause identification and implementing permanent fix, driving the efficiency and effectiveness of the Problem Management process