Incident manager

Lead, develop and implement an “Agile Service Culture” through coaching, development, and training staff to be more effective in Event Management, Incident resolution, and overall communications.
Provide technical leadership, product expertise, and diagnosis to drive rapid resolution of service-impacting incidents. 
Proactively engage with customer Service Desks and Problem Management/Resolution groups while using ServiceNow track, manage and to assess the impact of any Incident on end-to-end customer experience assign the correct priority.
Escalate technical incidents to ensure prompt resolution in addition to collaborating with technical teams of engineers to communicate root cause analysis, problem diagnosis and follow up regarding technical solutions.
Manage/drive Incident conference call ensuring correct teams (technical and functional) are in attendance while reporting and tracking of incidents to ensure tickets are closed and technical issues are resolved (ServiceNow).
Ensure all incidents are managed to adhere to the documented processes and guidelines.
Engage all necessary technical stakeholders in investigating and diagnosing incidents identifying workarounds and impediments and assessing Requests for Changes on end-to-end customer experience from an operational perspective.
Manage the creation and implementation of Post Incident Recovery Plans, engaging key service stakeholders (i.e., replaying impacted orders/messages).
Knowledge on the infrastructure and technology used on the business such as: ServiceNow, Amazon AWS, Microsoft Azure, MySQL, Networking, TCP/IP, Avaya, Microsoft 365 suite, Linux, windows servers, Solarwinds.  

Coordinated efforts across multiple application groups while maintaining/administrating configuration management database (CMDB) and tracking incident status with ServiceNow in an on-call, 24/7 [post] production support environment.
Ran Root Cause Analysis (RCA) meetings, during which all the involved parties design and plan solution to disruption/incident in addition to investigating what triggered issue initially.
Coordinate between appropriate cross-functional teams to communicate root cause of technical incident from a technical and non-technical standpoint in addition to analyzing and managing all requests pertaining to Change Management. 
Led all efforts around Incident and “Crisis” Management during unexpected and disruptive events (P1) ensuring these were resolved in a timely manner and fostering the fluid communication between stakeholders and upper management. 
Supervised all the scheduling of the approved changes and monitored the execution of these ensuring adhesion to the agreed implementation and escalating any issues to Problem Management team when necessary.
Produced detailed Reporting for all incidences (P1) once resolved and or mitigated and delivery of these reports to the application owners and upper management.
Knowledge on the infrastructure and technology used on the business such as: ServiceNow, VMWare, Amazon AWS, Microsoft Azure, MySQL, Networking, TCP/IP, Cloudfare firewalls, Avaya, Microsoft 365 suite, Linux, Windows servers

•	Coordination and leading teams on calls from different technical areas to prevent priority one outages / reduce the impact for the occurring production incident.
•	Resolve high priority incidents without major escalation
•	Facilitate communications between the application support teams
•	Coordinate change requests implementation to production with several teams for different applications. (Create CRs, gather required approvals, follow up with testing teams, send corresponding notifications, process documentation, review and approve CRs).
•	Monitor the performance of multiple applications

Software engineer for Electronic Arts
Aguascalientes, Mexico (April 2009 – October 2012)
•	Responsible for gathering and understanding online feature set of a video game title that use GOS server technology (Linux Based)
•	Coordination and leading with DBA, Unix, Storage, Infrastructure, and Architects to solve server based Incidents
•	Creation and updating of the daily handover report
•	Responsible for the nightly deployments. 
•	Applications Monitoring
Software engineer for General Electric
Aguascalientes, Mexico (April 2007 – April 2009)
•	Infrastructure and Operations Monitoring 
•	Nightly jobs shift leader
•	4 direct reports
•	Daily status meetings with the customer’s management.

•	Head of the IT department
•	5 Direct reports
•	Infrastructure Arquitecht 
•	Service Desk implementer
•	Designer of multiple IT training documents