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Fiverr Pro
Italiano
$
USD
Samuel A
@omar_araiza
Operations and Maintenance Manager Incident and Problem Manager
Messico
Spagnolo, Inglese
Chi sono
I am an IT and Telecommunications professional with over 15 years of experience specializing in Network Operations Centers (NOC). I have led teams at Ericsson and Nokia, implementing international standards like ITIL to improve network availability and incident resolution. I focus on root cause analysis and preventive strategies to deliver effective results and develop the people I lead.
Competenze
Samuel A
offline •
Tempo di risposta medio: 1 ora
Consulta i miei servizi
Assistenza e IT
I will audit your IT operations and improve incident management and sla performance
Esperienza lavorativa
Incident Manager
Infosys • Full time
Dec 2022 - Present • 3 yrs 10 mos
End-to-end responsibility for the management, communication, escalation, investigation, and resolution of incidents and service requests. Acts as the main point of contact for the client regarding support activities, ensuring services are delivered against defined SLAs. Conducts post-incident reviews to detail root causes and discusses improvement recommendations with clients to ensure high satisfaction levels.
Incident and Problem Manager
Nokia • Full time
Aug 2017 - Mar 2020 • 2 yrs 7 mos
Directed a team of incident and problem managers focused on critical event handling and service restoration. Implemented best practices for 24x7 shifts and investigated root causes for serious network incidents. Elevated the number of incidents resolved within SLA from 50% to 90% and reduced client escalations by 70% through improved urgency and knowledge base utilization.
Global Service Delivery Manager
Ericsson • Full time
Nov 2012 - Jul 2017 • 4 yrs 8 mos
Guided the largest first-line support team (150 people) for a major US carrier NOC project, monitoring RAN and CORE networks in a multi-vendor environment (Ericsson, ALU, Samsung). Contributed to reaching the highest availability metric in the carrier's history (99.998%). Improved team performance through coaching and reduced the learning curve for new staff from four weeks to two.
