Alexandre Testezlaf

Experience

• 

  IBM

  Jul 2007 - Mar 2016

  Responsible to optmize the availability of IT infrastructure, systems and services to meet commitments IBM has made to its clients related to availability target levels in a cost-effective manner. Utilize technical and client environment knowledge to ensure services and components are designed and delivered to meet their availability targets. Provide a holistic view of the client´s enviroment and make recommendations to improve overall service availability. Develop and maintain Availability Plan which priorizes and plans IT availability. Monitor IT availability levels by comparing actual levels against targets and adressing shortfalls. Owner of the critical situations and responsible to get them fixed as soon as possible to mitigate the clients impact to their business. Owner of the Problem Management process, leading the teams to deliver high quality PR´s (RCA´s) and presenting them to the client. Show less Responsible to optimize the availability of IT infrastructure, systems and services to meet the commitments IBM has made to its clients related to availability target levels in a cost-effective manner. Utilize technical and client environment knowledge to assure services and components are designed and delivered to meet their availability targets. They will provide a holistic view of the client's environment and make recommendations to improve overall service availability. Develop and maintain Availability Plan which prioritizes and plans IT availability. Monitor IT availability levels by comparing actual levels against targets and addressing shortfalls. Owner of the critical situations and responsible to get them fixed as soon as possible to mitigate the clients impact to their business. Show less Responsible to manage, maintain, and monitor the Operations Command Center. Assisting the teams by providing consultation services in a multi-vendor, multi-protocol complex system environment. Interacting with the Executives, product development, management and/or Senior management during crisis situations to ensure a high level of client satisfaction. Engaged in problem resolution of complex problems relating to product or service installation, hardware or software issues, operations, performance, or other aspects of information technology products and services related to the individual client's environment. Acting as a coordinator and point of escalation for Operators/Technical Support Professionals or management during problem recovery activities. Also, responsible for Major Incident Management, which includes management, recovery and communication of major incidents affecting the client's business. Responsibilities include coordinating resources and actions to expedite technical recovery after a major incident and to provide real time communication to IBM Management and Service Management detailing specific recovery actions, plans, and status. Show less

  • Service Availability Manager

    Mar 2013 - Mar 2016

  • Availability Manager

    Jun 2011 - Mar 2013

  • Duty Manager

    Jun 2009 - Jun 2011

  • System Operator

    Jul 2007 - Jun 2009
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  Electronic Arts (EA)

  Jul 2022 - now

  Incident Manager