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Israel E
@israelesphz
Incident Manager
Mexiko
Spanisch, Englisch
Über mich
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.
Kompetenzen
Israel E
offline •
Durchschnittliche Antwortzeit: 1 Stunde
Meine Dienstleistungen
Technischer Support
I will provide remote IT support and incident management in english
Übersetzung
I will translate your texts or works tu spanish from english
Arbeitserfahrung
T-Systems International
Vollzeit • 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.
Sales and Projects Advisor
Laboratorio ambiental, seguridad e higiene industrial. • Vollzeit
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.
