ITIL process management, acting in the Incident, Change, Problem and Service Level fronts, thus keeping processes and procedures updated, teams trained and always following the best market practices and ISO audit recommendations

- Managing different tools like NGCC, CCNG, NSG, and REMEDY interface - Assisting with support for the different tools and providing training for them in order to help the team and individual growth - Tool tester helping with development and reporting issues contributing to the final release of the tools

- Management of IT and communication networks, services to global clients, direct interface with local and international client providers, providing management services to ensure the resolution of problems given the contractual terms; - Works with SLA, ITIL rules and many tools for customer services; - Designed and carried out network infrastructure enhancement projects: such as optimization of circuit bandwidth for improving user's experience while not adversely impacting cost.

- Work on implementing service management / Network Security / IT Services with operations in incidents and problems, enabling and scheduling vendors / field service operations services to customers;- Implementation of monitoring, reporting and fault management monitoring tools;- Performance monitoring services using various tools compatible with methodological standards for incident, problem, change and configuration (standard ITIL);- Service users and automatic opening incidents… Show more - Work on implementing service management / Network Security / IT Services with operations in incidents and problems, enabling and scheduling vendors / field service operations services to customers;- Implementation of monitoring, reporting and fault management monitoring tools;- Performance monitoring services using various tools compatible with methodological standards for incident, problem, change and configuration (standard ITIL);- Service users and automatic opening incidents resolution on providing 1st level;- Escalation called for 2nd and 3rd level with tracking solution;- Management of SLA-related incidents, problems and changes related to IT services supported;- Assistance in the definition and implementation of policies for monitoring companies focusing on different technical environments, hardware, software and technology;- Customer Incident and Problem of monitored services with operations and activation of suppliers and contingencies;- Control and enforcement activities related to monitoring of IT services; Show less