Assigned to the LinkedIn MSR project- Provide supervision of the personnel assigned to the project.- Manage the day-to-day performance of the team assigned to perform Services.- Review work assignments, set priorities for work,tasks, address issues which arise, manage personnel,schedules, leave and work coverage, and all other personnel issues.- Provide updated status on open cases and address any Service issues.

• Manage Incident, Request and Change processes.• Responsible for the escalation process associated with the Business Unit.• Generate service template, ensuring the agreements established with the Business Unit.• Sponsor of the Business Unit in Technology area.• Responsible for the capacity planning strategy associated with the demand of the business unit.• Promote meetings to review services, performance and quality of processes.

• Manage incidents and problems, KPIs, Top Offenders, backlog, RCA.• Manage fixes development and implementation for incidents as a product Owner using Agile Scrum methodology• Interface between the customer and the team responsible for corrections (local developers and other technologicalcenters such as India, Mexico and Brazil).• Implement and follow improvement plans, acting as an onsite focal point for the customer in order to manage the demands and as a first level of escalation.

- Manage the account in general and the relationship with the customer executives to ensure customer satisfaction, deliver current projects according to the expectations of the end customer, focused on obtaining new opportunities for all businesses.- Managing a team of cross-functional staff that provided OSS and BSS applications support.- Customer service quality management top priority 24 hours a day, 7 days a week for customers and staff.- Lead multidisciplinary, global teams of up to 35 employees (onshore and offshore) to exceed strategic results and meet budget goals.- Slash costs by aggressively negotiating to reach the most cost-effective solutions meeting business and customer needs. - Built budgets and cost projects incorporating Return on Investment (ROI) projections ensuring services and projects meet or exceed agreements with clients.

Manage a multifunctional staff team to provide OSS and BSS application support and development.• Manage inventory of integrated resources to reduce costs and gain efficiency.• Supervise the staff responsible for 240 OSS/BSS applications for mobile, corporate and BB Fiber LOBs (Alcatel,Huawei, ZTE, Ericsson, Nokia, Nortel, etc).• Manage the quality of customer service, 24 x 7, to achieve the highest priority for customers and staff.• Lead multidisciplinary and global teams of up to 35 employees (onshore/offshore) to achieve strategic results and meetbudget objectives.• Reduce errors by meeting with staff, training, and motivating individuals within cross-functions.• Slash costs using smart negotiation to reach the most cost-effective solutions meeting business and customer needs.• Manage project budgets and costs that incorporate ROI projections, ensuring that services and projects meet or exceedagreements with customers.• Collaborate closely with the customer to establish quality, secure solutions that support business objectives.• Implement and operate market solutions and processes using change management techniques. The key areas affectedare inventory management, error, network and items, CRM and billing systems.

• Manage defects during the implementation of the BSS/OSS and project establishment Go Live plan for NET client.• Provide arbitration and defect process guidance on calls as well as defect administration, including initial triage of new defects and subsequent chasing down of resolution using HP Quality Centre.• Single point of contact (customer and internal), to provide status about defects fixing, priority definition on fixing and testing stages and follow/improve defect management process.• Ensure the deployment, availability and quality of the OSS/BSS applications and its integration with other business systems through appropriate technical solutions to the rules, assumptions and business needs, with the effective control and prioritization of requests received, maintaining the processes integrity and systems compatibility.• Director support through solid understanding of the processes and all business areas, ensuring alignment of the teams through a good relationship to ensure the understanding of culture and company values.• Monitoring the resolution progress with the appropriate development team• Manage any defect disputes to closure• Work with the development group(Onshore & Offshore – Delivery / ADM) to understand the impact of the defect resolution• Schedule the defect resolution verification testing with the TIS team• Have regular meetings with the customer, Incident Manager and Production Manager to align correct prioritization of defects to be fixed/deployed• Coordinate with Release Manager the deployment windows and the Hot Fixes to be deployed• Produce, analyze and publish the defect management performance reports

Manage the operation of all OSS TIM and Intelig platforms at national level;• Manage a multifunctional staff team that supports legacy OSS applications.• Manage integrated resources inventory to reduce costs and gain efficiency.• Supervise the staff responsible for 240 OSS systems (inventory, network, fault, element management systems -Alcatel, Huawei, ZTE, Ericsson, Nokia, Nortel, etc).• Analyze RFPs – check viability and provide alternative solutions focused on quality, efficiency and cost reduction.• Manage the budget and costs of projects, analyze, validate and negotiate proposals from suppliers;

Manage team of 12 support analysts and developers responsible for more than 100 OSS systems (inventory, network, fault, element management systems)• Analyze RFPs – check viability and provide alternative solutions focused on quality, efficiency and cost reduction.• Manage Fast Track deployment projects for OSS systems.• Ensure the development, implementation, availability and quality of Operation Support Systems in order to attend the demands of the Customer Service Process (Mass, Corporate and Government), Fault Management, Performance, Voice and NGN, Transmission, Cables, Network Configuration, Logistics, Deployment and Planning areas.• Manage the budget and costs of projects, analyze, validate and negotiate proposals from suppliers;• Support Sr. Manager and all business areas through solid knowledge of internal processes.

•Manage integrated network inventory systems (Signaling, Transmission, Voice, NGN), as their infrastructure(Network & Servers Linux, Unix, Windows);• Manage and configure Firewalls and Gateways (Cisco, Linux).

• Manage and configure Routers and Switches (CISCO, COMPAC, 3COM);• Manage Windows NT 4.0, Sna Server, Digital Unix 4.0D, Linux servers and Firewalls;• Monitor LAN / WAN - ManagerWorks, MRTG, HPOpenview and CISCOWORKS;• Plan and implement new Monitoring solutions