Technical Support on Public and Private Cloud Services and Virtualization.

Coordinating actions, leading Technical Bridges and Management Calls to drive critical incidents related to networking, infrastructure, apps, etc., towards quick resolution.

Manage staff for international multilingual accounts(1st and 2nd levels support). Ensure all tools work properly and grant required accesses to staff in order to achieve SLAs and KPIs contracted. Plan agents availability, time shifts, vacations, training sessions, etc. Coaching personnel.

Process Coordinator at Services Managed Center. Major and high priority incidents management, IT changes coordination.

Handling of technical incidents in 1st and 2th support levels, driving cases towards resolution or scalating them to specialized support teams.Change requests implementation, execution and management.Triggering Problem Management process after incident resolution.