Skills
Project Management > Jira
2-5 Years
Stakeholder Management
2-5 Years
ITSM and ITIL Framework Knowledge
5-10 Years
Problem Management
2-5 Years
Business Process
5-10 Years
Software > IBM Cloud > Logging and monitoring
5-10 Years
Git and GitHub
2-5 Years
Service Improvement
2-5 Years
Experience highlights
Problem Manager
NICE INCONTACT Philippines, Inc.
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August/2023
–
Present
The Problem Manager investigates production environment outage incidents, conducts root cause analysis, and implements corrective actions, including financial impact analysis. They oversee the Problem Management process, ensuring operational stability and consistency in incident management. Collaborate cross-functionally with Operations, Services, R&D, and Voice teams, and mentor junior team members, focusing on process improvement and technical resolution for post-mortems of high-priority incid
Problem Management Technical Lead
Cognizant Technology Solutions Philippines, Inc.
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February/2022
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Present
Responsible for leading efficient, effective, flexible, secure, and quality-driven technical solutions to deliver all project
requirements. Manage action plans to completion on day-to-day problem management of application and infrastructure incidents
resulting in service outages. Provides support for project. Finds ways to reduce trouble tickets in the network. Ensures that future
incidents are prevented as much as possible, including the identification of root causes for incidents. Performs pos
Problem Management Analyst
Conduent Philippines, Inc.
·
February/2019
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Present
Frequently interacts inter-organizationally and with outside customer or vendor contacts. Strong team building and team
leadership experience in the IT design deployment and operations environments. Experience in Service Design, Service
Transition and Service Operations and deploying ITSM Process /Tool suites in all aspects of the ITIL Service Management
lifecycle.
Application Support Analyst
Misys Philippines, Inc.
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February/2018
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Present
Provide expert-level support to clients, peers and management for all existing and future product offerings by US Payments product. Charged with responding to and resolving customer issues with regards to Banks issues or computer applications and network issues. The types of applications used when sending funds from FEDs toother banks. Work on range from third vendor party to banking software.
Airline IT Support Analyst
Amadeus Marketing Philippines, Inc.
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April/2017
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Present
The Airline IT is developing the User Interface of the e-Retail product, which is a generic booking web site for all Airlines. In addition, the Airline IT is responsible for the customization engine that is allowing airlines to push dedicated content on their web site. The customers are then the airlines with their representative implementation team within Amadeus.
