Eduardo Zerio Email & Phone Number

Campinas, São Paulo, Brazil

Icaro Tech's Managed Services team is focused on providing ITIL based technical support, maintenance and evolution, through assesment and development, to complex and core solutions for a set of national and international customers.Our goals of solution's high availability, optimization and quick restorations are achieved by a reliable, certified, high performance, multidisciplinary and solution driven team of professionals.Our offering portfolio is composed by dozens of top of the line softwares from our business partners (IBM, BMC and others) and also in-house developed products.As MS Manager I'm responsible for maintaining and strategically growing the Managed Services unit.- Align customer needs, organization strategies and offerings with the operational structure;- Support the Customer Success and Sales teams;- Manage Budget and overall KPIs;- Support, develop and manage the Service Delivery Managers;- Define and manage team and personal goals.

Campinas, São Paulo, Brazil

Customers escalation point;Support contracts general management;Revenue, costs and KPI management;Team engagement and management;Lean thinking and innovation promotion within teams;

Campinas, São Paulo, Brazil

Team leader for the L1, L2 and L3 support team;Customers point of contact;Backlog, service level and priority managementRisks prevention and crisis management;Team management: hiring, training, evaluation, feedbacks and career development;Engaging and maintaining a high performance, solution driven team;

Campinas, São Paulo, Brazil

Technical leader for the L1, L2 and L3 support team;L2 Support: problem investigation, performance analysis, incident restoration;Change development: customization requests and bug fixes;Products: BMC Remedy ARS, ITSM Suite, CMDB, BMC ADDM, BIRT Reports, Java integrations, Web Services, PL/SQL Oracle database and Icaro Advanced Dashboards Customers: major Central and South American telecommunication companies.Implementation of the technical support area's ITIL based process;

Campinas, São Paulo, Brazil

Development and L2 Support for BMC Remedy ARS, ITSM Suite, CMDB, BEM/SIM, Crystal Reports, BIRT Reports, Java integrations, PL/SQL Oracle database for major Central and South American telecommunication companies.

Campinas, São Paulo, Brazil

Development using BMC Remedy Action Request System, ITSM Suite and Crystal Reports.

Bs, Computer Science

Master Of Business Administration (Mba), Project Management

Master Of Business Administration (Mba), Trends & Innovation