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omar_araiza

Samuel A

@omar_araiza

Operations and Maintenance Manager Incident and Problem Manager

Mexico
Spanish, English
About me
I am an IT and Telecommunications professional with over 15 years of experience specializing in Network Operations Centers (NOC). I have led teams at Ericsson and Nokia, implementing international standards like ITIL to improve network availability and incident resolution. I focus on root cause analysis and preventive strategies to deliver effective results and develop the people I lead.... Read more

Skills

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omar_araiza
Samuel A
Offline • 
Average response time: 1 hour

See my services

Support & IT
I will audit your IT operations and improve incident management and sla performance
From$80 / projectMore details

Work experience

Infosys

Incident Manager

Infosys • Full-time

Dec 2022 - Present • 3 yrs 10 mos

End-to-end responsibility for the management, communication, escalation, investigation, and resolution of incidents and service requests. Acts as the main point of contact for the client regarding support activities, ensuring services are delivered against defined SLAs. Conducts post-incident reviews to detail root causes and discusses improvement recommendations with clients to ensure high satisfaction levels.

Nokia

Incident and Problem Manager

Nokia • Full-time

Aug 2017 - Mar 2020 • 2 yrs 7 mos

Directed a team of incident and problem managers focused on critical event handling and service restoration. Implemented best practices for 24x7 shifts and investigated root causes for serious network incidents. Elevated the number of incidents resolved within SLA from 50% to 90% and reduced client escalations by 70% through improved urgency and knowledge base utilization.

Ericsson

Global Service Delivery Manager

Ericsson • Full-time

Nov 2012 - Jul 2017 • 4 yrs 8 mos

Guided the largest first-line support team (150 people) for a major US carrier NOC project, monitoring RAN and CORE networks in a multi-vendor environment (Ericsson, ALU, Samsung). Contributed to reaching the highest availability metric in the carrier's history (99.998%). Improved team performance through coaching and reduced the learning curve for new staff from four weeks to two.