Vitor Sanchez Email & Phone Number

State Of São Paulo, Brazil

Reston, Va, Us

São Paulo, Sp, Br

• Acting as a Problem Manager and as Availability Manager;• Issues and risks related to mainframe/server architectures addressing and follow up;• Business Stakeholders engagement to understand processes, application and business requirements;• Understanding the business specifics for the Network, Server applications, General IT items for Root-Cause-Analysis investigation;• Planning, creating, updating, enhancing reports and automations for the technical and business driven requirements;• Minor projects ownership to fulfill with global project requirements;• Ensure Business continuity through elimination of root causes for high impact incidents;• Continuous Improvement practices in all aspects of the daily work.

London, Gb

• Acting as a Change Manager;• Management of customers network transformation;• Focus on progressive service improvements, based on ITIL framework;• Global Account Management;• Responsible for ensuring the standardization of methods and procedures;• Action to minimize IT risks and incidents;• Activity registration and information collection for the complete cycle;• Review of activity and requirements;• Leadership in governance meetings, representative in CAB - Chance Advisory Board;• Monitoring with the implementation team and validation tests;• Control and maintenance of data inventory;• Responsible for the processes of changes and escalations;• Reporting for supporting and negotiations;• KPIs development to control global governance and improvement mapping;• Management of the execution of operational procedures, maintenance, and updating of documentation;• Daily contact with national and multinational clients and companies and third parties.

London, Gb

• Level 1 service support in Global Network Operation Centre;• Global customers support, remotely, via email, phone and chat;• Raising of proactive tickets and follow ups;• Incident resolution, within the SLA;• Escalation Management;• Case analysis and forwarding to responsible technical sectors;• International/global database documentation and inventory updates;• Queue tickets pick-up, organization, prioritization and distribution;• Monitoring of incident metric tools;• User and/or technician Service Desk call control.