Cristian Andrea Comes Email & Phone Number

email: cristiancomes@live.it

Listed skills include Microsoft Office, Microsoft Excel, Project Management, Management, and 15 others.

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  Sr. Service Performance Manager

  Sky Italia

  Nov 2022 - Present - Milano, Lombardia, Italia

  Currently, I am working in the Service Management structure under the Value Stream Realization & Governance.As Service Performance Manager, I participate in the definition and governance of incident, change, problem, and event management processes for ensuring service excellence and promoting continuous improvement of solutions and processes.My objective is to coordinate and manage the incident, change, problem, and event management processes.Accountability and main responsibilities:Incident Management:- Validate the impact of the incident, initiate the required escalation processes, and promptly and authoritatively coordinate the restoration operations.- Direct communication regarding the impact and resolution status to business stakeholders, including both local and group top management.- Produce summary reports upon incident closure.- Collaborate as a reference point for the Italian territory in the management of Group Major Incidents.Change Management:- Minimize the risk of service disruptions.- Ensure the integrity of the production environment.- Ensure adequate awareness among the technical teams involved in major changes.- Participate in the Change Advisory Board (CAB) meetings of various departments.- Weekly compilation of the events and releases calendar.- Provide appropriate reporting on the trends and progress of changes within the department.Problem Management:- Conduct coordination activities within the reactive and proactive Problem Management process, aimed at analyzing the root causes of major incidents and managing non-massive cases or recurring incidents.Event Management:- During highly significant events, both in support of major production releases and otherwise, indirect and coordinate conference calls or periodic meetings (e.g., War Room), produce and distribute minutes and reports.- Participate in project/work groups aimed at continuous improvement of processes or the release of new products and services.