Responsible for overseeing the implementation, administration, and continuous improvement of the ServiceNow platform within the organization.

Responsible for service business continuity and delivery operation tasks, ensuring utmost service satisfaction and fulfillment of agreed service performance.Key Responsibilities:Facilitate governance meetings with business stakeholders and service providers, ensuring alignment and satisfaction.Execute quality assurance and performance of IT services, analyzing deviations from SLAs and driving continuous improvement initiatives.Manage service roadmaps, technical releases, changes, and communication, aligning with project requirements and cost planning.Monitor service costs, identify dependencies, and seek cost-saving measures while ensuring accurate asset & configuration management.Collaborate with IT suppliers, contribute to SLA definitions, and participate in program/project initiatives within service areas.

Team Leadership: Led and managed a team of 7 support and monitoringdevelopment agents, driving performance and ensuring alignment withorganizational goals.Process and Workflow Definition: Defined and optimized service processesand workflows, including incident, problem, performance, capacity, andescalation management, ensuring streamlined operations.SLA/OLA Coordination: Coordinated and defined Service Level Agreements(SLAs) and Operational Level Agreements (OLAs), ensuring consistentmonitoring and compliance to meet service expectations.Critical Blocker Management: Proactively managed and resolved criticalblockers, analyzing root causes to prevent future incidents and maintainoperational continuity.Stakeholder Engagement: Established strong relationships withstakeholders, serving as the single point of contact for all critical escalations,earning recognition for reliability and expertise.Continuous Improvement: Led initiatives for continual serviceimprovement, driving process enhancements and increasing efficiency.Power BI Reporting: Planned and developed comprehensive Power BIreports, providing data‑driven insights for informed decision‑making.- Health and Monitoring SolutionsStakeholder Engagement and Backlog Prioritization: Collaborated withstakeholders to gather product requirements, prioritize backlog items, andensure alignment with business objectives.Timeline Management: Managed project timelines, ensuring deliverableswere met on schedule and within scope.Obstacle Removal: Identified and resolved issues that impeded thedevelopment team's progress, fostering a productive environment to meetgoals.Value Creation and Quality Assurance: Ensured high‑value outputs bydefining and maintaining rigorous standards for "Definition of Done."

- Red Hat Openstack and Ceph Deployment & Administration.- Automation with Ansible and AWX.- IaaS Cloud L2/L3 Support & Administration.- Linux System Administration.- Cloud Monitoring (Kibana, Prometheus and Grafana).

- Red Hat Openstack and Ceph Deployment & Administration.- Automation with Ansible and AWX.- IaaS Cloud L2/L3 Support & Administration.- Linux System Administration.- Cloud Monitoring (Kibana, Prometheus and Grafana).

- LTE Roll-out / 2G Modernization on UK's EE Network. Site Acceptance, troubleshooting and optimization on new and swapped site

- Remote integrations for 2G and 3G projects- Create, configure and modify parameterizations in 2G/3G sites- Perform swaps and rehomings (2G and 3G)- Perform troubleshooting in integration time- Worked for several projects: TIM Argentina, Vodafone DEU, TIM BR, Claro BR