Currently I am the Head of Problem Management in Mexico, managing seven problem analysis and specialist and coordinating technical teams indirectly, reporting globally to the Regional Head of Problem Management Americas about issues experienced with services hosted in Mexico and locally to the Head of Quality in Mexico. Main objectives during last year were focused on the adoption and consistent execution of the process previously designed for Tier 0 services (Maximum level of criticality assigned to a Business Service), now days I am looking for the continual improvement of the process and its optimization to maximize the use of the resources. Goal for this year is to increase the scope...
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