Capacity and Availability Team Lead and Account Process Lead
Few customers
Keywords
Information Technology Infrastructure Libraries (ITIL)
Governance
Incident Management
Project Management
Agile Methodology
Data Analysis
Technical Support
Capacity Management
Servicio al Cliente
Configuration Management Databases
Skills
Service Management
Extensive experience in Capacity Management, Availability Management, and Critical Incident Management with 11 years of expertise in various roles.
People Management
5 years of experience in Team Lead roles, focusing on leadership, communication, and motivation of team members.
Project Management
4 years of experience in Agile and Project Management as part of the development team, with proficiency in Scrum Master and Product Owner roles.
Technical Support
2.5 years of experience in Wintel Server Support, including incident management and customer communication.
Process Governance
11 years of experience in process governance, ensuring efficient workflow and adherence to best practices.
Reporting and Analytics
Proficiency in various reporting tools and Power BI reporting creation with 13 years of experience in using MS Office and CMDB.
ITIL Framework
Certified in ITIL Service Transition and ITIL Service Operation, with practical application in service management processes.
Extensive experience in Capacity Management, Availability Management, and Critical Incident Management with 11 years of expertise in various roles.
People Management
5 years of experience in Team Lead roles, focusing on leadership, communication, and motivation of team members.
Project Management
4 years of experience in Agile and Project Management as part of the development team, with proficiency in Scrum Master and Product Owner roles.
Technical Support
2.5 years of experience in Wintel Server Support, including incident management and customer communication.
Process Governance
11 years of experience in process governance, ensuring efficient workflow and adherence to best practices.
Reporting and Analytics
Proficiency in various reporting tools and Power BI reporting creation with 13 years of experience in using MS Office and CMDB.
ITIL Framework
Certified in ITIL Service Transition and ITIL Service Operation, with practical application in service management processes.
Project history
10/2018
-
Present
Leading the Capacity Management Processes Team, providing people leadership, process governance, and customer communication. Collaborating with delivery teams and Azure Arc project team for reporting integration.
01/2014
-
09/2018
Critical Incident Management Team Lead and Account Process Lead
All HPIM customers
Managed High Priority Incident Management Processes for HPIM customers. Responsibilities included people micromanagement, service integration, and Windows server administration for customer accounts.
06/2011
-
12/2014
Windows Server Support (Team Coordinator)
Customer in the European bank sector
Handled Windows Server administration, customer communication process, and RTPA process integration, migration, and project participation.
Local Availability
Only available for remote work
