Fabio Nobrega Email & Phone Number

Jundiaí, SP, BR

São Paulo, Brazil

• Responsible for Quality Tribe compounded for ITIL Processes, Auditing and Tools Squads, leading an organization that provides cross-functional support to the company's portfolio units, covering areas such as: Cloud.
• Management of a diversified portfolio, serving more than 50 clients in various sectors.
• Experience in a multicultural environment, collaborating with professionals from different countries.
• People Management, Financial Management, and sales support.
• Design, implement, manage, measure, and improve the processes continuously.
• Promote market frameworks, such as ITIL, CMMI, COBIT, etc., and internal framework (e.g. Zero Outage), collaborating with the operationalization of these standards to optimize processes and ensure better results, in.

São Paulo, Brazil

• Leading ITIL process team, ensuring adherence to organizational objectives and audit controls.
• Conduct effective escalation management and resolve issues relevant to service delivery.
• Perform detailed assessments, accurate diagnoses and develop strategic action plans. Implement necessary fixes and manage the deployment of improvements to customers, especially those facing quality challenges in.
• Actively lead and supervise operations related to ITIL processes. Provide ongoing support to the team, provide strategic guidance, and promote team engagement to implement necessary changes.
• Develop strong connections with superiors, peers, and clients locally and globally. Engage and involve stakeholders strategically on topics relevant to processes, ensuring a collaborative approach aligned with.
• Collaborate with international process communities, promoting the exchange of good practices and keep the communication and the processes up to date.

São Paulo, Brazil

• Responsible for ITIL processes such as Incident Management (Lead Incident Manager) and Problem Management (Lead Problem Manager).
• Act as the guardian of "Zero Outage," ensuring vigilance against any potential disruptions in the IT environment and taking prompt action to eliminate risks, thereby ensuring greater availability for clients.
• Ensure the efficiency of crisis calls, ensuring that all human and technological resources are available 24x7, and adherence to processes, procedures, and checklists, aiming for the fastest possible restoration.
• Promote the delivery of Root Cause Analyses (RCAs) with superior quality and within contractual deadlines, with utmost attention to detail and fault prevention.
• Ensure the opening of problems for all defined triggers and complete elimination of known errors.
• Work on the continuous reduction of incidents through risk matrices, proactive analysis, and trend analysis.

• Leadership of the Problem Management team for the Latin America region, reporting to the Global Process Owner and local Governance Manager.
• Ensure the opening of problems for all defined triggers and complete elimination of known errors.
• Work on the continuous reduction of incidents through proactive and trend analysis.
• Promote the delivery of RCAs with superior quality and within contractual deadlines.
• Moderate technical meetings for root cause analysis, utilizing techniques such as 5 Whys, fishbone diagram, Pareto, PDCA.
• Participate in global meetings with regional process managers and process owners to track the backlog, be accountable, maintain appropriate communication levels, exchange experiences, and share best practices.

• As a leader, I was in charge of managing two dedicated governance service operations for large clients in the cosmetics and payment processing sectors. These operations provided essential services, including a Command.
• Responsible for contract management, ensuring service excellence, compliance with contracted SLAs, effective resolution of contractual issues, billing, and maintaining strong relationships with clients.
• Build up service proposals and conducting technical defenses with clients.
• Visiting clients to monitor services and support operations with quality challenges.
• Implementing new governance services, responsible for the entire lifecycle from hiring professionals to delivery in operation.
• ITIL expert, supporting the ISO 20K certification project, developing the Problem Management practice, and conducting an ITIL V3 certification training for over 20 individuals

São Bernardo Do Campo

Process Manager / Problem Manager responsible for managing the process lifecycle interacting with technical teams, managers, assuring the compliance with the process policy and the efficiency.

São Bernardo Do Campo

ARS / Remedy and administrator, responsible for implementing and support the platform, ITSM modules and self-development application workflows.

Mba In Strategic Management In Information Technology, It

Bachelor Of Information System, It