Responsável pela estruturação da área de Operações de Cloud, incluindo a definição de missão, visão, valores, KPIs e OKRs, além da estruturação de uma VS no modelo ágil para suportar a transformação digital. Liderança no suporte à produção para canais e serviços de front e backend, bem como na manutenção dos ambientes de Dev e HML.Implementação e escalabilidade das práticas de SRE, FinOps e DevOps. Conduzimos o Re/Upskilling da equipe, alcançando 96% dos colaboradores certificados em… Show more Responsável pela estruturação da área de Operações de Cloud, incluindo a definição de missão, visão, valores, KPIs e OKRs, além da estruturação de uma VS no modelo ágil para suportar a transformação digital. Liderança no suporte à produção para canais e serviços de front e backend, bem como na manutenção dos ambientes de Dev e HML.Implementação e escalabilidade das práticas de SRE, FinOps e DevOps. Conduzimos o Re/Upskilling da equipe, alcançando 96% dos colaboradores certificados em Cloud e 25% em SRE. Com uma equipe multidisciplinar, focamos na redução do MTTR, reduzimos o aging dos nossos chamados de sustentação de APP, aumentamos nosso índice de CFR e na melhoramos a experiência dos nossos serviços através de automação e playbooks/runbooks de self-healing.Realizamos atividades de FinOps, evitando custos significativos. Executamos atualizações tecnológicas e gestão de vulnerabilidades. Implementamos projetos com clientes envolvendo NEXT, VANs e novas tecnologias cloud no grupo. Show less

Responsable for built and lead a high performing team that have the fastest, most reliable and most accurate command center, we joint our 5 companies in a one Single Point of Contact with clients of the whole company when handling critical incidents, with a single tone of voice among the whole command center in order to address incidents in the production environment and communicate with stakeholders. We implemented the most challenging products using multi cloud public providers at our… Show more Responsable for built and lead a high performing team that have the fastest, most reliable and most accurate command center, we joint our 5 companies in a one Single Point of Contact with clients of the whole company when handling critical incidents, with a single tone of voice among the whole command center in order to address incidents in the production environment and communicate with stakeholders. We implemented the most challenging products using multi cloud public providers at our bussiness core Issuing, Acquiring and Banking platforms. Using innovation and creative thinking, we developed outside box solutions, like OPSGenie, used to integrades and automated solution to scale up and customized views and alerts to our custommers. Using the enthusiasm of "Automate Everything" culture aiming to spread it out, we setup StatusCast solutions by customized customer incidentes, maintenance and communicate plataforms aswell.My team is working closely with product engineering and Squads/Solutions teams to gather information, understand dashboards and alerts, and map the whole ecosystem of the existing products. We developed tools to easily identify and communicate incidents (inbound and outbound), and help engineering, squads/solutions teams to recover systems faster.We draw dashboards and KPIs to drive us out to reach the best performance targets driving MTTA, MTTR, Monitoring detection rate, Availability and TMR, we handling health check procedures to ensure our desired metrics.We work with Squads/Solutions in order to resolve incidents and problems, identify and understand monitoring oportunities (dashboards and alerts), create a consistent knowledge basis and first-level recovery procedures;We Supported the team to resolve everything they can: escalation procedures, reporting, follow-up procedures, and reporting platform status and incidents;Unify the handling of incidents N3 with the squads, creating standards and SLAs. Show less

Responsável pela estruturação de uma área de Suporte ao atendimento a ti com o escopo de atender nas verticais de Central de Serviços, Desenho de serviços, Catálogo de Serviços, Modern Workplace (Field Service), Gestão de dispositivos móveis, Gestão de impressão e gestão de acessos. Com uma equipe direta de ~20 colaboradores e duas empresas com ~110 colaboradores atendendo a um volume de ~15000 tickets/mês, e ~18.000 colaboradores e prestadores da Porto em nível Nacional.

Responsible for the processes and teams of Availability, Incident, Events, Problems, Monitoring and Service Desk teams. With a staff of 60 people and two companies services provider. Acting with the other ITIL disciplines to ensure proper registration of occurrences, such as rapid reestablishment of services and proper correction for IT failures.Acting since the workaround solutions to the root cause identification. Generating Knowledge Base to mitigate problems and minimize incident rates.… Show more Responsible for the processes and teams of Availability, Incident, Events, Problems, Monitoring and Service Desk teams. With a staff of 60 people and two companies services provider. Acting with the other ITIL disciplines to ensure proper registration of occurrences, such as rapid reestablishment of services and proper correction for IT failures.Acting since the workaround solutions to the root cause identification. Generating Knowledge Base to mitigate problems and minimize incident rates. Leading on-the-job analysis gap of processes and deliveries of IT Services according to ITIL best practices. Responsible for the leadership of Action Plans in order to identify and implement improvements in the transactional and critical business support environments of the company. Leadership of War Rooms involving customers, partners and internal and external suppliers in order to stabilize IT services. Re-drawing the area from the preparation of the RFPs to the service providers until the definition of indicators for the suppliers, defining the scope, description and implementation of the methods, processes and procedures of the area. Mapping guaranteed availability of services based on the infrastructure and systems that compose the environments and mapping of IT environments / services identifying the transactional flow and its vulnerabilities. Interface between IT and business area, mapping business needs. Management by periodic indicators and reports for the governing body such as definition of corporate goals and indicators for IT. Show less

Data Center management and support with approximately 300 mission critical servers. Implementation of projects in Infrastructure (Unix, Intel, Networks, Monitoring and Firewall), Setup, Support with a team of 14 multidisciplinary professionals (Hosting, collocation and virtualization), Process Analysis with adherence to IT needs, Prospecting new solutions with adherence to the best ITIL practices, project pricing, allocation, cloud computing tools like Amazon AWS, Google and Microsoft and team… Show more Data Center management and support with approximately 300 mission critical servers. Implementation of projects in Infrastructure (Unix, Intel, Networks, Monitoring and Firewall), Setup, Support with a team of 14 multidisciplinary professionals (Hosting, collocation and virtualization), Process Analysis with adherence to IT needs, Prospecting new solutions with adherence to the best ITIL practices, project pricing, allocation, cloud computing tools like Amazon AWS, Google and Microsoft and team management. Show less

Production Environment Management with WebTrends, Narus, Concord eHealth and OpenView NNM, Creation of laboratory environments using Probes, Switches, Routers, Windows and Unix Servers, Creation of management tools training environment with Windows and Unix Servers (Solares, HP-UX), Support for external clients in network management tools such as HP OpenView, Concord and Concord Portal.