Mayara Melo Email & Phone Number

São Paulo, Brasil

Working On Assignment For Claro

Weekly control of input, output, general capacity, and utilization of storage, backup, virtualization, Greenlake, Datalake, INN Portal, and DWH Base;End-of-period control of input, output, general capacity, and utilization of storage, backup, virtualization, Greenlake, Datalake, INN Portal, and DWH Base;Formalization of final results and request for justifications for results outside of expected ranges;Presentation of weekly IaaS instance results related to Claro Pay (EBS, EC2, and CPU results);PPT presentation highlighting all key points for the board;Recording all monthly metrics in the ICG as presented in the "X-ray" spreadsheet;Recording all future plans and purchases in the ICG;Recording all justifications in the ICG for results outside the client's range or monthly predictability;Monitoring and tracking the progress of activities in the Capacity team's Planner;Meeting with the Finance team to gather the status of equipment purchases affecting Capacity Planning activities.

- Incident and Problem Management (Governance);- Analysis and preparation of analysis reports for proactive opening of problems;- Preparation of KPI's / Analysis of categorization of incidents;- Mobilization of meetings with area leaders to discuss improvements in incident and problem processes (action plans);- Communication to the company when High/Critical Incidents arise;- Monitoring of problems and changes (approval committees);- Approval of items for knowledge base;- Monitoring the life cycle of High/Critical Incidents;

- Conducting problem solving, with resources from Multidisciplinary and Multilevel teams, performing Incident and Crisis Management (War Room, conference calls);- Recording of all events received, tracking events, incidents and problems, performing follow-up and root cause reporting.- Control and monitoring of backlogs and compliance with SLAs- Monitoring of alarms, opening calls, prioritizing calls;- Responsible for Mission Critical Services, Sites, Infrastructure and Applications;- Responsible for communication with Executive level through the Notification and “Escalation” process.

Working On Assignment For Claro

- Application troubleshooting; - Deploy; - Administration and configuration of environments (Apache, weblogic 9, 10 and 11g, JBoss, WA – Field Service); - Database administration (Oracle); - Automation of routines (Jenkins); - Harvest (Build and versioning tool); - Windows AD 2012 environment;

São Paulo Area, Brazil

Incident Manager at Natura through GlobalWeb, responsable for comunication of the critical incidents and monitoration of all IT environment. Conducting troubleshooting, with multidisciplinary and multilevel team resources, managing incidents and crisis;Record all received events, follow events, incidents and problems, performing follow up and root cause report;Ensure that the analysts resolve the tickets according to the time combined with the customer;Alarm monitoring, opening tickets, tickets priorization;Responsable for services, sites, infrastructure and mission-critical applications;Promote communication at the executive level through the notification and escalation process;Control and monitoring of SLA backlogs and greetings.

São Paulo Area, Brazil

Guarantee the attendance of the tickets according to the SLA of each client;Performance analysis of support teams;Likfe Cycle management of requisitions and tickets;Escalation of 1°st, 2°nd e 3°rd level teams in different global delivery centers (Costa Rica, Panama, Canada and India);Preparation of reports of the teams' monthly results;Preparation and implementation of improvement plans in order to achieve;Standardization of procedures;SLA management;Plans to reduce tickets (TOP 10, false alarms, etc);General metrics;Volumetric analysis for shift scale definition.

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