Technology Controls Resume Sample
Work Experience
- Use your outstanding communicative abilities to articulate complex issues in a meaningful and concise manner
- Have knowledge of risk management practices and methodologies
- Be confident managing a busy work load, able to adapt to changing priorities and proactively deliver numerous programmes
- Leverage TCO’s to provide oversight over technology relates inspections and changes
- Support the implementation of an effective risk management program, execution and monitoring of technology risk and control processes as required, fostering the maturity of activities designed to actively support the information risk portfolio and risk awareness process across the BACC and the wider Latin America and Canada region (LAC)
- Provide project management support across the team as needed
- Partner with the SOX team to prevent any overlap in testing and make sure that the program is testing once and using those test results in both SOX and SSAE16 as appropriate
- Drive efficiencies across the Customer Inquiry team
- Assessing & identifying issues, measuring progress, and tracking remediation of GIAM related risks in supported technologies
- Integrating applications and infrastructure into strategic GIAM tools and processes to resolve control gaps
- Developing and reporting metrics which drive continuous improvement of GIAM controls
- Drive key stakeholders to adhere to GIAM policies and regulatory guidance
- Ensure remediation takes place as planned, or escalate non-compliance as necessary
- Provide guidance to operational personnel to execute GIAM related risk management processes as completely and efficiently as possible
- Select, develop and promote teamwork and leadership behaviours within the TCO function and across technology
- Develops strategies and frameworks for processes and tools to govern and execute technology controls in line with the changing risk and regulatory landscape
- Promotes IT policy awareness, monitors and/or tracks and reports on compliance with established IT control policies, process, and procedures
- Work with business and risk managers for certifying access to relative applications/platforms/databases
- Work with business, risk managers and Technology group for certifying access to relative applications/platforms/databases
- Coordinate data collection and confirm readiness to initiate access certifications. Monitor communications for appropriateness of content and escalation
- Manage schedule to ensure SOX, SSA, and internal audit requirements are met
- Interact with various departments, including compliance, legal, internal / external audit, etc. to troubleshoot gaps
- Respond to inquiries and questionnaires from customers and regulators
- Provide necessary reporting, presentations, etc
Education
Professional Skills
- Excellent people management skills, including coaching and developing teams
- Strong attention to detail, solid data analysis skills, both quantitative and qualitative, good reasoning and logic, as well as problem solving abilities
- Proficient verbal and written communication skills, including the ability to effectively lead discussions and meetings with
- Proficiency in risk analysis, strong analytical skills particularly in regard to assessing the probability and impact of an internal control weakness
- Prior audit experience and testing of compensating controls
- Strong experience in at least one of the following: technology audit or risk management or TCO or risk metrics
- Effectively support the TSM’s in maintaining a strong GTI control environment
How to write Technology Controls Resume
Technology Controls role is responsible for interpersonal, metrics, design, reporting, analytical, articulate, travel, finance, training, security.
To write great resume for technology controls job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technology Controls Resume
The section contact information is important in your technology controls resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Technology Controls Resume
The section work experience is an essential part of your technology controls resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous technology controls responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular technology controls position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technology Controls resume experience can include:
- Excellent verbal and written communication skills, including the ability to effectively lead discussions and meetings with Senior stakeholders
- Prior experience of data analysis and consolidation of various data sources to provide automation
- Demonstrated experience building and maintaining working partnerships with technology stakeholders to advise and recommend innovative solutions
- Prior experience of contextualizing large sources of data into reporting
- Prior experience of working as a business analyst within a Technology function in the financial industry
- Demonstrated success working across Lines of Business, countries and regions, balancing the needs of multiple organizations
Education on a Technology Controls Resume
Make sure to make education a priority on your technology controls resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your technology controls experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Technology Controls Resume
When listing skills on your technology controls resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical technology controls skills:
- Good negotiation skills in driving a win-win solution with partners
- Strong influencing skills, comfortable executing against recommendations & plans by overcoming barriers and resistance
- Strong stakeholder management skills, able to lead and inspire others, especially in demanding periods
- Strong collaboration, facilitation, and conflict management skills
- Experience in technology or IT risk management, preferably for financial institution and/or strong background in IT Risk Advisory
- Strong information security experience, and a background in audit
List of Typical Experience For a Technology Controls Resume
Experience For Technology Controls Specialist Resume
- Consolidating and streamlining reporting requirements to various Technology Committees
- Significant experience in preparing and delivering executive level presentations
- Good knowledge of ITIL or COBIT
- Experience in the design and implementation of technology related Key Risk Indicators and Metrics
- Identifies risk, develops, drives and ensures implementation and effectiveness of firm-wide or LOB-wide management policies and controls solutions
Experience For Technology Controls Analyst Resume
- Running metrics data from SharePoint for monthly reporting (e.g. export to excel then trend analysis and reporting)
- Drafting weekly / monthly reporting
- Provides guidance regarding control-gap remediation and compensating controls, oversees action plans and resolution of control issues/breaks with LOB partners
- Leads organizational, operational, and/or technological change by defining strategies, frameworks, and up-ward reporting
- Drive a risk mitigating culture to proactively identify, assess, and manage inherent risks within our platforms and services
Experience For Associate, Technology Controls Analyst Resume
- Standardize approach/guidelines for executing risk routines
- Development and support of Governance reporting for key risk functions
- Facilitate risk awareness training
- Problem solve issues and establish new processes as needed
- Relevant certifications (e.g. CISA, CISM, CISSP)
- Assist CTO’s and their organizations to ensure the RFT TCO strategy is executed
- Regulatory relationships and internal/external exams
- Management of information and risk assessment
Experience For Technology Controls Analyst, Associate Resume
- Responsible for the development and delivery of programmes of work to ensure compliance with regulatory requirements, RBS policy and industry expectations
- Driving control reviews to assess and evaluate compliance to Firmwide technology policies and standards via available frameworks & structures. (Assist GTI TSM’s in determining potential control issues and recommending appropriate improvements & mitigating controls)
- Defines strategy, framework and program schedule, manages and tracks completion of targeted technology control assessments including risk and control self-assessments, application, infrastructure, and/or location assessments and testing
- Ensures the implementation of firm-wide risk management policies
- Supports the development of control options for identified risks
- Engages stakeholders and lead governance forums for awareness, resolution or escalation
- Develops strategies to meet corporate resiliency requirements or defines new policies, standards, and procedures to satisfy changing business, data or regulatory requirements
- In depth knowledge of business continuity, its methodologies and standards, data center recovery, IT infrastructure, architecture, delivery & implementation experience
Experience For Technology Controls Director Resume
- Primarily accountable for one or more functions/job families
- Direct accountability for people management
- Expert in technology controls including but not limited to policies, standards, risk and control assessments, access controls, control remediation, regulatory compliance, technology resiliency, risk and control governance, and metric, incident management, secure systems, development lifecycles, vulnerability management and data protection
- Collaborate with Audit, Information Risk Management, TPRM, business oversight and control functions, and the Banking Technology teams to drive transparent, measurable, and sustainable control improvements; Develop and maintain strong business and technology relationships, becoming a trusted partner to these groups
- Engage with application development (AD) teams on an on-going basis for BAU risk activities as well as project initiatives
- Promote the corporate self-assessment programs (RCSA and ACA) ensuring technology owners are assessing the technology risk in their environments identifying breaks in their control effectiveness
- Lead resource for the Application Assessment program including initial interviews regarding standard controls usage for applications in scope; assist with the identification and testing of shared controls. (Performs Application Risk Classification ( ARC) and Application Control Assessments (ACA))
Experience For Technology Controls Associate Resume
- Execute TC controls and compliance testing including: Risk Control Self Assessment (RCSA) and Sarbanes
- Execute RCSA program for TC, including setting up workshops to identify inherent risk and to request appropriate evidence for controls. Execute the testing of the controls and the documentation of the test results
- Perform Application Control Assessment and Application Risk Assessment
- Provide analytical support to the Location Control Assessment (LCA) team. The assessment process requires large volumes of data to be reviewed, analysed and matched across data sets to identify exceptions and create summary reports for the assessors
- Identify opportunities to develop tools and processes to streamline the LCA process and drive efficiencies
- Provide oversight on issues/potential issues that arise within projects, processes, and controls assessments, and identify, develop and maintain controls to mitigate identified issues
- Ensure application development, cyber security, operational and engineering practices are in compliance with relevant risk standards, policies and regulations to maintain an effective control environment through monitoring and reporting on key risk metrics, and controls testing
- Govern and coordinate relevant IT Risk activities (e.g., Internal and External audits, risk assessments, control testing, monitoring, vulnerability management, risk reporting) and remediation of identified gaps and issues
Experience For Technology Controls Lead-risk Controls & Cybersecurity Resume
- Forge strong business and technology relationships, and build a wide network throughout the firm, becoming a trusted partner with Lines of Businesses and Corporate functions such as Audit and IT Risk
- Participate in or lead programs to improve or remediate the control environment across GTI and partner with lines of business to improve the overall risk posture across the technology environment
- Implement efficient well defined risk procedures to provide value add risk management capabilities, and to ensure adequate resourcing to support GSO and overall risk objectives
- Exhibit sound business judgment and the ability to influence at all levels, particularly with Managing Directors and Executive Directors to focus on quality, forward looking risk assessments and remediation
- Manage your own portfolio, and be able to define and prioritize your own scope of work
- Evaluate risk routines and assessments to Identify opportunities for consolidation as well as control gaps
- Manage Risk intake process to identify and prioritize risk initiatives
- Assist on development, rollout and maintenance of the IT Risk Framework
- Review and enhancements of key risk indicators
Experience For Cybersecurity Technology Controls Resume
- Manage risk acceptance processes
- Root cause analysis for failed controls
- Support development and implementation of Risk tools
- Prior experience in developing and deploying new processes and procedures, including managing stakeholder expectations , a change agent for driving organizational changes
- Responsible for ensuring that overall product strategy aligns with threat landscape, control objectives, and efficiency goals
- Sets strategic direction for the product portfolio
- Daily responsibilities typically include research, strategy, and product development
- In depth knowledge of Business Continuity, its methodology and standards, data center recovery, IT infrastructure, architecture, delivery and implementation experience
- Proven ability and desire to learn quickly, be flexible and thing strategically
Experience For Technology Controls Manager Resume
- Own the development of the modeling to assess effectiveness of controls to mitigate risks
- Experience in an Internal Audit, Technology Controls, Regulatory and/or Operational Audit position
- Willing to postulate based on available facts, show their work, accept challenge, and make changes as an essential part of improving the process
- Working knowledge of application controls, for example Access Administration, Change Management, Security Configuration, Resiliency, etc
- Understanding of the scientific process
- Quickly develop understanding of technology risk and regulatory requirement and existing control landscape
- Enhance the model by facilitating engagement with members from first, second and third lines to challenge the model
Experience For Technology Controls Transformation Lead Resume
- Work with colleagues on the risk teams to create a framework for setting thresholds for risk and control metrics
- Enforce an integrated technology control framework maintaining the appropriate balance between risk mitigation, product growth, and financial returns
- Bring together the input of multiple stakeholders in a manner that allows each contributor to see their own contribution
- Perform thematic analysis to identify control gaps, design and recommend interim compensating control
- Create functional specification for evergreen systematic detection of control breaks at industrial scale in support of achieving control uplifts
- Respond to ad hoc requests and queries from internal sources regarding Certification Completeness Control
- Identify, define and implement process improvement utilizing various tools and methods with emphasis on automation efforts
- Create job aid material and conduct regular training sessions
- Responsible for talent acquisition
List of Typical Skills For a Technology Controls Resume
Skills For Technology Controls Specialist Resume
- Strong related business experience, including experience in IT Risk and Controls Management and/or Technology Audit functions
- Excellent communication (English and Spanish),negotiation and influencing skills,
- Strong communication skills and the ability to articulate complex issues to a varied audience
- Proven history of managing a book of work and prioritizing demand requests
- Data Analytical Skills using Excel, MS Access and QlikView
- Proficient risk assessment, interpretation, and analytical skills
- Advanced understanding of designing a thoughtful user experience and measuring customer satisfaction
- Experience as a product owner which includes setting strategies, managing programs associated to the product, and resource management
Skills For Technology Controls Analyst Resume
- Some experience with the following systems: IDCert, RSAM, IO Console, EURC, IBID/RMT, ITRC, Alacrity / Service Center (or a similar ticketing system), ID Owner
- Experience mapping business processes including service improvements
- Experience facilitating IT audits and documenting process risks as needed
- Work collaboratively with the senior leadership to drive a good risk culture, ensuring interaction with 2LOD and 3LOD is both professional and proactive
- Experience working in an agile development environment
- Experience of increasing responsibility within Cybersecurity or related Legal, Privacy or Technical fields
- Collection of evidence for external and internal audit requests; high level review, packaging, delivery into audit repository folders
- Strong understanding of IT General Computer Controls (GCCs) and Application controls
- Experience developing process workflow diagrams
Skills For Associate, Technology Controls Analyst Resume
- Recommend compensating controls as required, due to limitations or prioritization of strategic enhancements
- Experience of problem solving in an IT risk and controls environment
- Experience of working in a consultative manner to influence and shape outcomes for customers
- Seek, develop and facilitate a strong working relationship with Service Owners, TSM’s Technology Control Officers,
- Technology experience with at least 5 years in an engineering/development role
Skills For Technology Controls Analyst, Associate Resume
- Experience in visualization of data analytics and reporting
- Maintain a strong and collaborative working relationship with line of business and corporate CTC stakeholders
- Strong familiarity with audit/regulatory obligations and testing practices for data protection (SOX, SOC1/2, PCI, GDPR, etc.)
- A good understanding of data lifecycle management practices and associated risks
- Proven ability to influence senior management and extended teams spanning multiple organizations
- OPERATIONAL EXCELLENCE– Excellent program, project and team management
Skills For Technology Controls Director Resume
- Experience in a pressured IT environment within the financial services industry
- Experienced leader who typically manages a team comprised of individuals in a technical control role
- Relevant experience in internal/external audit or risk management
- Technology security, risk, and audit experience
- Proven ability to teach new methods and techniques
Skills For Technology Controls Associate Resume
- BA/BS required or similar experience
- Demonstrated knowledge and development exposure to
- Ensuring appropriate control frameworks are place, identify and assess risks, including emerging and thematic risk
- Creating a great place to work with a culture of learning and continuous improvement, through great people leadership, coaching, engagement and development
- Managing, monitoring and reporting on remediation activities
- Understanding of Enterprise Technology spanning Infrastructure, Cloud & Intelligent Solutions
- Sharing best practice and learnings with colleagues and adhering to all policies and standards
- Reviewing key controls metrics and engaging stakeholders appropriately to ensure adequate control management
Skills For Technology Controls Lead-risk Controls & Cybersecurity Resume
- Understanding of Firm-wide Risk Management practices
- Delivering technology risk objectives
- Facilitating the timely resolution of audit and control issues
- Facilitate appropriate senior management levels of visibility and reporting, including appropriate project management reporting and score carding
- Document identified key controls and undertake testing of their design adequacy in line with required testing standards
- Participates in steering committees or working groups to drive Technology Control projects and strategies
- Technical Support Projects – Access Uplift, High Security Access, Business Continuity Planning, Disaster Recovery Testing, PSES to ITRC Migration
Skills For Cybersecurity Technology Controls Resume
- Track record of working and communicating with Senior Management; up to CIO Level
- Analyse vulnerabilities, threats, designs, procedures and architectural design, producing reports and sharing intelligence
- A working knowledge of IT Service delivery, and Security processes, supported with an understanding of the potential vulnerabilities within these processes
- Working in similar role; Metrics & Reporting
- Support CB Technology’s efforts on multiple cyber security programs including application security scanning, DLP, third party, policies and standards
- Participate in the Technology Control education agenda & Technology Control forums by leading special topic discussions such as: securing Cloud
Skills For Technology Controls Manager Resume
- Support reporting associated with Control status and metrics, other internal reporting projects
- Support project management efforts – including reviewing documents for business and functional requirements (BRDs/FRDs)
- Coach and support colleagues across Technology to improve understanding and embed a proactive risk culture
- Executes control-gap remediation, overseeing action plans and resolution of control issues/breaks with LOB partners
- Analyses and monitoring of key metrics re: controls maturity and policy compliance
- Supports incident handling and resolution with LOB partners
- New implementations – Risk and Controls project governance ensuring new product deployments are compliant with corporate risk standards and processes
- Supports the Implementation of processes and tools to govern and execute technology controls in line with the changing risk and regulatory landscape
Skills For Technology Controls Transformation Lead Resume
- Successful in leading global risk management organizations, control assessments and remediation oversight
- Create PowerPoint presentations to accurately depict progress being achieved towards specific Program metrics
- Develop the core service offering through the creation of metrics, service reviews, and management of financials, vendors, and resources
- Expert knowledge of applying risk management practices and methodologies, ideally in a technology environment
- Independently assessing risk impacts and controls
- Verify user’s logical access to organization resources in business applications, according to pre-set of system rules and policies
- Monitors of the control environment regarding all technical and operations process
- Subject Matter Expert on Audits, Controls and Risk management practices, provide consulting/advisory services to stake holders
List of Typical Responsibilities For a Technology Controls Resume
Responsibilities For Technology Controls Specialist Resume
- Responsible for managing the agile process through coordination with the agile champions within each sub LoB
- Lead a small team and develop talent in the team to support the Global Technology Risk Management and Reporting function
- Develop the model through engagement with SMEs and GIAM product owners, by iterative application to real use-cases in GIAM and other areas
- Create guidance to motivate consistency where the model calls for expert judgment
- Work with representatives from other risk management processes such as RCSA and risk appetite to determine broader application of the model
- Develop Key Risk Indicators to measure progressive changes in risk mitigation
- Leverage the model to create a framework for a portfolio measurement of risk
- Ensure that overall GIAM product strategy aligns with threat landscape, control objectives, and efficiency goals
Responsibilities For Technology Controls Analyst Resume
- Set strategic direction for the product portfolio
- Active engagement in risk assessments (both and app and process level), control substantiation reviews, and residual risk measures
- Collaborate with Technology teams on Internal Audits, SOX, and regulatory assessments
- Maintain a strong and collaborative working relationship with Internal/External/Regulatory Audit teams and the CTC Technology stakeholders during all phases of audits/exams
- Primary interface with stakeholders - including Technology Engineering & Operations, Legal & Compliance, Operational Risk, Line of Business and Internal/External Audit Regulators during the Audit/Exams
- Partner with Product, Technology & Architecture teams during Regulatory, Audit and Client engagements as well as new product rollout
Responsibilities For Associate, Technology Controls Analyst Resume
- Lead audit preparations to identify emerging control issues, provide analysis and reports to business stakeholders for remediation
- Communicate risk and control gaps to key stakeholders on timely basis
- Leveraging data analytics, conduct trend analysis to identify thematic issues, determine root causes, and design sustainable control improvements with Product, Technology & Architecture teams, including process enhancements and use of automated data collection techniques
- Communicate oral and written ideas in a clear, concise manner, at all levels of the organization
- Knowledge of FFIEC, CAT, NIST, COBIT and ITIL (desired)
- Work to create, establish, and execute on an agile roadmap to support the CTC CCB organization
- Navigate through conflict and encourage cross LoB collaboration
- Communicate both successes and opportunities to strengthen the agile program
- Attend to team members that need coaching related to agile processes and methodologies so the team has a consistent way of executing risk management function through agile
Responsibilities For Technology Controls Analyst, Associate Resume
- Arrange daily stand-up meetings, facilitate meetings, schedule meetings, demo and decision-making processes in order to ensure quick inspection and proper use of adaptation process
- Take an ownership role in the program to facilitate discussion, acquire resources through demand management, make informed program related decisions and lead the program from a day to day perspective
- Drive continued facilitation of the agile product backlog and input new and modified activities within Jira
- Custodian for the CTC CCB Jira instance to ensure book of work items are captured across CCB allowing for a transparent view into the demand management across the teams
- Express complicated concepts simply
- Apply a process in areas where they are not the SME
Responsibilities For Technology Controls Director Resume
- Review data availability, assess data quality within various systems identified part of control landscape analysis
- Create logical data models to normalize data to be ingested from multiple sources
- Provide leadership part of regular scrum calls; collaborate with developers through SDLC to ensure deliveries meet or exceed the specs
- Work with a Global team to ensure Certification Completeness Control tasks and responsibilities are completed in a timely basis
- Coordinate data collection and confirm readiness to initiate access certification Completeness Control
- Monitor, provide timely follow-ups and respond to communications in a timely basis
Responsibilities For Technology Controls Associate Resume
- Ensure SOX/SOC1 requirements as well as Internal Audit are met
- Support IGA's effort in partnering and coordinating with Information Owners, Application Development managers and other JPMC control teams to identify/suggest efficiencies to IGA control procedures
- Participate in programs within a diverse collaboration environment
- Jira SME - Be the true Jira SME of the department, become advisor to CCB-CTC Product Owners, Area Product Owners and Scrum Masters, develop reference materials and reusable artifacts (both technical and documentation) for the organization related to Jira, become an integral part of (and thought leader for) our Agile transformation
- Skilled in data analytics, and especially in identifying firmwide risk through study of key metrics in the performance and effectiveness of the control environment in meeting technology risk management objective
- Experience in managing technology risk and ability to present and report to Senior Technology Executives
- Work experience in Information Risk & Security domains, IT audit or equivalent
- Hands-on experience in application development, technology operations, infrastructure support and/or risk based projects
Responsibilities For Technology Controls Lead-risk Controls & Cybersecurity Resume
- Professional Information Technology or Risk Management experience
- Identify opportunities for process improvements to deliver increasing operational efficiency in the processes
- Proficient technical skills, including: audit, business analysis, change management, IT Risk Management, performance metrics and reporting, technical problem resolution and project management
- Thorough understanding of technology risks and associated controls
- Provide subject matter expertise in support of engagement in CTC’s firmwide DMPP product strategies
- Support and drive enhancements to data management/protection policies and standards
Responsibilities For Cybersecurity Technology Controls Resume
- Identify thematic issues with data management and protection controls
- Provide recommendations for controls and solutions to reduce risk
- Contribute to the development, implementation and awareness of DMPP-related policies, standards, procedures, and guidelines
- Leverage technical knowledge and experience to all aspects of risk controls management, helping aligned CT organizations to identify risk, develop remediation plans, and drive remediation efforts
- Serve as a point of contact/escalation for IT Risk / Audit Engagement and Cyber related topics, supporting their respective organizations. Maintain strong business and technology relationships, becoming a trusted partner to these groups
- Interface with Lead TCO’s, CTO’s and Application Development teams on an on-going basis for BAU risk activities as well as project initiatives
- Support compliance process for CT application/IT rollouts in APAC region, this includes but not limited to
- Familiarity with Risk management framework and control self assessment process
Responsibilities For Technology Controls Manager Resume
- Good interpersonal and communication skills, including ability to negotiate, compromise and demonstrate diplomacy in sensitive situations and to interact effectively with senior management
- Current Risk & Controls experience within a large organization (min 5 years’ experience)
- Management experience and demonstrated leadership capabilities
- Experience and understanding of an investment banking environment
- Experience in IT Risk, Audit, Compliance or Governance
- Experience in technology risk and controls
- Strong foundation in Technology best practices with ability to influence technology risk remediation
- Experience in Identity & Access Management, Technology Operations and/or Technology Risk Management
- Operate on Korea Bank technology
Responsibilities For Technology Controls Transformation Lead Resume
- Experience in Technology and preferable within the finance sector, and 7+ years of senior management tenure
- Progressive experience in IT Product Management
- Experience in technology audit, risk management, TCO and risk measurement
- Executive level experience in the above
- Working knowledge of RCSA, SOx requirements and ARA program
- Up to date knowledge of industry information risk management developments
- Strong interpersonal and communication skills, including ability to negotiate, compromise and demonstrate diplomacy in sensitive situations and to interact effectively with senior management