Mathew's CV
Mathew Thomas
Team Leader | Operations Management
Profile summary
Experienced operations management professional with 18 years shaping cross-functional operations, project delivery, and enterprise service frameworks. Known for coordinating major incident management, resource allocation, and stakeholder communication across 24/7 environments. Committed to maintaining service quality standards and supporting team performance through structured operational oversight.
Career highlights
Cross-functional operations leadership: Steered cross-functional operations and project delivery across developer, business analyst, and product teams to maintain quality standards.
Enterprise incident management: Shaped ITIL incident management operations and enterprise service delivery frameworks across 24/7 environments while overseeing infrastructure support processes.
Technical support and client service: Provided technical and customer support for global clients across sales, service, and technical support processes while maintaining service quality standards.
Professional ITIL certification: Earned the ITIL V3 Certification in 2013 to support enterprise service delivery and incident management frameworks.
Key skills
Professional experience
Steered cross-functional operations and project delivery across developer, business analyst, and product teams. Managed day-to-day work allocation, team performance tracking, and executive reporting to maintain quality standards.
- Managed day-to-day operations through task allocation, workload balancing, and priority management.
- Coordinated with developers, business analysts, and product teams to ensure alignment with project requirements and delivery timelines.
- Monitored test execution results, tracked defects, and ensured timely closure of issues to maintain project quality standards.
- Prepared and shared project status reports, operational updates, and performance metrics with leadership and stakeholders.
Influenced enterprise service delivery frameworks across 24/7 environments while reporting to organizational leadership, overseeing infrastructure support processes, ticket administration systems, and major incident escalations.
- Coordinated major incident handling, escalation management, and outage resolution for enterprise clients and infrastructure environments.
- Provided Tier 2 technical support for hardware, software, network, and customized enterprise applications while maintaining service level agreement compliance.
- Mentored junior team members and supported knowledge sharing initiatives to improve team performance and service quality.
Shaped technical and customer support operations for global accounts, addressing queries related to Capital One Credit Cards, Seagate Hard Drives, and McAfee Antivirus products. Managed service delivery across sales, service, and technical processes while maintaining established quality standards.
- Resolved customer issues through communication and problem-solving methods.
- Contributed to team productivity and operational improvements through process support and knowledge sharing.
Education
Information Technology