Gustavo Toller Cocco Email & Phone Number

• Responsible for managing a technical team delivering customer success for public and private customers in LATAM region
• Implementation of Crisis, Incident, Problem and Change Management according to ITIL best practices

• Experience in leading a follow the sun global problem management team focused on high priority problem records for cloud environment and also multiple client impacts
• Responsible for root cause investigation of high priority outages affecting multiple clients around the globe, involving multi-vendor responsibilities and capabilities
• Analyze and develop improvements and indicators within the Service Management Global Organization
• Implementation and maintenance of Problem Management Quality Assurance process
• Responsible for capability meetings with company leaders to review the critical problem records
• Deep analysis of the problem records with root cause set as inconclusive to mentor problem managers to consider an alternative path

• Responsible for delivering excellence in Problem Management tickets for 30 different accounts in Latin America;
• Leadership and mentoring group of Problem Managers in different countries;
• Process improvements within the Service Management Global Organization;
• Develop best practices and recommendations for Process Improvements according to ITIL

• Identify problems within the various system layers;
• Create Problem Management Records and coordinate the investigation and resolution;
• Manage the problem process effectively by interfacing with technical resources, change;management, incident management, technical operations, engineering, development teams, clients and third party vendors;
• Prioritize Problem Management items according to changes in impact and interruption;
• Produce on-Demand reports surrounding high-impacting Problems;
• Document common known issues and work-arounds for high priority problems;

• Deployment and configuration of the product EOS (mainframe and midrange) for customers Cielo and American Express;
• Plan, open and execute Request for a Change (RFCs) in the environment as technical leader;
• Participation in software migration and upgrades projects in different environments: - migration of operational systems z/OS of customers Cielo, Visa Vale and Banco Real; - General Motors’ mainframe migration from.
• Maintenance of mainframe and midrange printing and viewing softwares: CA-Dispatch, EOS, CA-View and DocView;
• Started as data control clerk working in the evening shift and after 8 months was promoted to lead implementation projects in the team and in 2008 was nominated Focal point for Output Services Brazil

Bacharelado Em Engenharia, Engenharia De Produção

Pós-Graduação, Gerenciamento De Projetos

Graduação, Administração Hoteleira

Education record

Education record