Major Incident Management
Client Services Incident Team Developer:
As a contractor through Fits Consulting, Gary was assigned to Broadridge Financial to build and lead a Client Service Incident Management team focused on resolving client-facing issues. He developed policies and procedures from scratch and strengthened coordination between support teams and external clients.
Gary managed the Code Red (Major Incident) process—facilitating bridges, paging teams, and handling all communications with stakeholders. He proactively monitored change activity and worked extended hours to ensure rapid response and resolution.
He also supported the CMDB rollout, validated data in Archer, and handled Jira access issues for external users. At the end of his contract, Gary was asked to extend his engagement, continuing to lead Major Incident efforts and leaving behind a resilient, well-documented framework.
Client Services Response Analyst:
As a Client Services Incident Response Analyst at Abbott Laboratories, Gary specialized in Major Incident Management for business-critical outages. He rapidly assessed incidents, declared Major Incidents, promoted ServiceNow tickets, and launched support bridges—all within a strict 15-minute window.
He coordinated technical recovery, issued timely communications, and engaged key stakeholders including Support Managers, Country Managers, and BRMs. Gary also led post-incident problem tracking, driving RCA efforts and maintaining accountability through structured follow-ups.
Outside active incidents, he staffed the MI hotline, triaged high-severity calls, and reviewed predictive alerts to escalate potential issues. His disciplined execution and stakeholder coordination ensured fast recovery and minimal disruption—reinforcing his ITIL-aligned expertise in incident and problem management.