Claudio Masi

Experience

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  Consultant at Air Canada

  Jul 1994 - Mar 1999

  Technical Support / Release Manager

  Performed following roles:Security Management, Quality Assurance Analyst, Workstation support, and Application Source Management Control for the Airline Reliability Technical Operations System (ARTOS) Project.

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  IBM

  Jul 1999 - Mar 2015

  Responsible for Service Level and Availability (Capacity) Management, Single point of contact for IT process and all IT operational issues. Responsible for operational health of account - reporting on a Daily, Weekly and Monthly basis. Ensuring SLA / Availability commitments and Operational performance met – performing RCAs as appropriate. Ran various operational calls (such as Change Advisory Boards, Problem RCA calls and Major Incidents - Critical Situations) Transitioned the Service Delivery Management portion of Account into ITIL, implementing various interfacing process, documentation and policies Show less

  • Service Availability Manager

    Jun 2013 - Mar 2015

  • Regional Service Management Team Lead / Service Delivery Manager

    Feb 2010 - Jun 2013

  • ITSM Process Operational -Service Level Manager

    Jan 2003 - Feb 2010

  • Release Management Coordinator

    Jul 1999 - Jan 2003
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  HCLTech

  Dec 2015 - now

  Regional Service Manager / Group Manager

  Americas Regional Service Manager, and People/Vendor Manager for Onsite Field Services of Customer’s American Sites