Angelo Dcruz

Experience

• 

  BT Group

  Aug 2011 - May 2019

  • End to end Service Management for of all BT provided Products and Services to one of the top 5 accounts in BT Worldwide.• Escalation Point for Critical incidents.• On Site Engagement at Hong Kong for a leader in Financial Services• Driving Service Improvement Plans as per feedback from client.• Identifying opportunities for upsell and explore revenue generation activities.• Assisting the BT Project teams in Transition and Transformation• Working closely with Incident Management/Problem Management/Capacity Management/Change Management/Configuration Management/IT Asset Management team. Show less • Working in BT Incident Management Network Operations Center(NOC) to resolve customer incidents proactively through phone and e-mail.• Manage supplier activities and to follow up with all stake holders until incident is resolved.• Initial diagnosis and troubleshooting of network connectivity.• To look into connectivity, Latency, packet drops related issues reported by customers and suggest solutions for the same.• To provide all technical support based on privilege to customers. Show less

  • Global Service Manager

    Apr 2014 - May 2019

  • Incident Management

    Aug 2011 - Mar 2014
• 

  Mindcurv group

  Jun 2019 - now

  • Managing the Operations Team for the biggest Client of the Organisation • On Site Engagement at Client Location Dusseldorf, Germany• Setting up of a new Operations team for the Client supporting SaaS offering on AWS environment.• People Management• Preparation of Report on Key Performance Indicators of team and SLA along with Analysis• Continuous Service Improvement• Setting up and maintaining Knowledge Management Repository for the team• Identity access management, Alert and event monitoring• Ensuring GDPR compliance• Hands on experience in AWS, Hybris, Instana, Grafana, Kibana and Okta• Adhering to the ITIL framework and setting up a robust process to increase efficiency and effectiveness Show less

  • Technical Project Manager

    Jan 2023 - now

  • Service Manager

    Jun 2019 - Jan 2024