i
israelesphz

Israel E

@israelesphz

Incident Manager

Mexique
Espagnol, Anglais
Certaines informations sont présentées en anglais.
À propos de moi
I am an IT professional with over 3 years of experience in incident management and technical support for international corporate clients. Currently, I lead a support team as an Incident Manager, where I prioritize critical incidents and manage operational KPIs. I have hands-on experience with ServiceNow and a proven ability to adapt to complex technical environments.... Plus d’infos

Compétences

i
israelesphz
Israel E
hors ligne • 
Temps de réponse moyen de 1 heure

Voir mes services

Assistance technique
I will provide remote IT support and incident management in english
De15 $US / projetPlus de détails
Traduction
I will translate your texts or works tu spanish from english
De5 $US / projetPlus de détails

Expérience professionnelle

T-Systems_International

T-Systems International

Temps plein • 5 yrs 1 mo

Incident Manager

Sep 2022 - Present • 4 yrs 1 mo

• Team leadership: onboarding of new members, 1:1 sessions, and performance management. • Evaluation, classification, and prioritization of critical incidents, ensuring effective response times for corporate clients. • Tracking, analysis, and reporting of support KPIs and metrics to drive operational decision-making. • Coordination with cross-functional teams for escalation and resolution of high-complexity incidents.

Service Desk Analyst

Sep 2022 - Sep 2023 • 1 yr

• First-level technical support for corporate clients in the United Kingdom and United States, operating in fully English language environments. • Incident management and resolution through ServiceNow (SNOW), ensuring SLA compliance. • Ticket logging and follow-up, maintaining clear and timely communication with end users.

Laboratorio_ambiental, seguridad e higiene industrial.

Sales and Projects Advisor

Laboratorio ambiental, seguridad e higiene industrial. • Temps plein

May 2020 - Aug 2022 • 2 yrs 3 mos

• Technical consulting on environmental compliance projects for industrial-sector clients. • Advisory on wastewater, atmospheric emissions, and environmental labor regulations. • Client relationship management and technical proposal development.