Renato Castillo Email & Phone Number

I am a dedicated, professional, and seasoned Incident Manager with over 15 years of experience in resolving critical incidents across diverse industries, including Financial, Health, and IT Services sectors. Proven track record in risk mitigation, downtime reduction, and optimizing incident response for business continuity. During these years I have faced and successfully managed multiple top-critical incidents, from system failures to cyberattacks, within complex IT infrastructure environments. I excel in orchestrating cross-functional teams, leveraging my extensive knowledge of incident management frameworks and best practices, such as ITIL, to enhance overall incident response efficiency.I am enthusiastic about the opportunity to contribute my wealth of expertise to the organization's success, fostering a culture of reliability, and enhancing the client experience.Skills:• Over 15 years of experience in ITIL processes and best practices (Incident, Problem and Change Management)• Proven experience managing and resolving Major Incidents and problems within all the areas of the business and external third parties.• Strong problem solving and analytical skills in high-pressure situations.• Skilled in team leadership, resource coordination, prioritization, and cross-functional collaboration with technical and non-technical teams worldwide for Incident and Problem Resolution.• Expertise in managing incidents across diverse IT ecosystems, including Open (Linux, UNIX, Windows) and Mainframe (ZOS and DB2) systems, cloud (APIs and MuleSoft) and On-Premises environments, Web Technologies, Databases, Middleware (TIBCO and MQ)’ Legacy products, Networks, and Security Systems.• Effective communication skills with the ability to communicate technical concepts to both technical and non-technical audiences clearly, and accurately, across all levels of the organization (English and Spanish).• Experience in leading and coaching IT teams. • Proficient in ITSM tools, including ServiceNow and Remedy, for streamlined incident tracking, resolution, and reporting.• Strong ability to track and document incidents for the purpose of preparing root cause analyses, conducting post-incident reviews, and implementing improvement plans.• Experienced in service and client relationship management, delivering exceptional customer service.

Listed skills include Service Delivery, It Service Management, Service Desk, Itil, and 13 others.