Jorge A. Ibarra

Experience

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  HP

  Jun 1997 - Nov 2015

  - Senior Manager responsible for the Rhythm and Blues AMS operation in ITIO, reporting to Vice-President of Application Operations and Support Organization.- Responsible for all Incident Management operation for internal support operation for Hewlett Packard Enterprise and HP Inc. as a newly formed customer.After a successful participation of the first Lean Wave for the new recently formed Application Operations and Support (AOS) organization, creating new processes, structures and tools following the Lean model, I started reporting to the AOS Vice-President being responsible for the Blues AMS team.The new structures after the Lean implementation: Rhythm (in charge of predicable and high volume work), Blues (Unpredictable work with high sense of urgency and Major Incident Management) and Jazz (In charge or Change Management and relationship with Development operation) allowed us to reach the best KPIs ever in our support operation while also reducing 25% of our workforce. Being responsible of the Blues team in AMS, one of the most demanding and highly unpredictable operations in AoS, we were able to achieve and exceed the original expectations from the Lean objectives; great feedback received during the performance review as one of my most successful years with great achievements.The latest achievement is the integration of the SAP operation into the Lean model, this happened really smoothly with excellent planning and execution; the KPIs are stable an improving, the Month End Close and other critical processes are running smoothly without major interruptions. Mostrar menos Operations Control (OC) Team was accountable for the availability of 1000+ applications keeping HP Business and Operation up and running. During this time , OC was able to improve and stabilize the support operation creating and implementing new processes making the backend of the support operations, under OC’s control, much more robust with excellent results. Besides being responsible for all automatic alerts from Incident Management OC was also driving Major Incident Management and responsible for all Release Management. OC team was one of the most successful operations during this period, recognized my Senior Management and VPs, many of the processes we created and established at that time still remain after being very successful. Mostrar menos IT Support Manager with world wide experience. Responsible for 24X7 support activities for ~400 applications including HP's mission critical assets. Improve efficiency on our team while reducing 70% on the Incident Management population and maintaining/improving SLA expectations.Owner of the Operational Excellence process for Incident Management creating and establishing processes that allowed our operation to deliver expected results with a high rate of optimization.Managing IT Support ManagersLeading World Wide groups and projects with different objectives and needs to ensure a continuous improvement process on our operation. Mostrar menos

  • Sr Manager, Support Operations - Blues AMS Team

    Jan 2013 - Nov 2015

  • Sr Manager, Application Operations

    Mar 2009 - Jan 2013

  • IT Support Manager

    Oct 2002 - Feb 2009

  • IT Infrastructure Specialist

    Jan 1999 - Sept 2002

  • Customer support specialist

    Jun 1997 - Jan 1999
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  Hewlett Packard Enterprise

  Nov 2015 - Mar 2017

  Director role, Support Operations - IT Infrastructure & Operations Site Lead

  - Site Lead for ITIO Operation in Guadalajara.- Focal point for diverse ITIO Support operations @GDL, coordinating the management team activities delivering IT Services for Hewlett Packard Enterprise and HP Inc.- Representing 350+ people, consolidating our organization resulting in a World Wide Operation with a Follow the Sun Model.- Coordinating the management team activities delivering IT Services for Hewlett Packard Enterprise and HP Inc while creating a strong identity of our organization among all our employees. - Representing 350+ people and growing, consolidating our operation and results in a World Wide Operation with a Follow the Sun Model, delivering value added results with the highest quality on the market, looking to maintain Guadalajara as a Core Site for Hewlett Packard Enterprise and DXC Technology.Identifying the needs for our operation in GDL, defining our strategy and working with the Hewlett Packard Enterprise Steering Committee and fostering collaboration among the different operations in Guadalajara. Managing and coordinating our growth as organization consolidating our operation in the region.President of the HPE Living Values Committee Mexico, nationwide committee, responsible for the communication and strengthening of our Company Values, looking for the employee engagement and coordinating activities across the different HPE sites in Mexico. Nowadays with the recently announced Spin-Merge program between HPE Enterprise Services and CSC, we will create and coordinate the program that will facilitate this move at Guadalajara level, aiming to create and consolidate our image as new company as the best “Pure Play Services” company in Mexico and World Wide.Engagement with local government entities and different chambers to position HPE and now DXC as key companies in the local GDL Technology Cluster. Mostrar menos

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  DXC Technology

  Jan 2017 - Jan 2018

  Director role, Support Operations

  - Director role and Site Lead for ITIO Guadalajara, participating as member of DXC GDL steering committee identifying current and future needs for our operation.- Delivering value added Best in Class results with the highest quality on the market for two of the Top 50 Fortune Companies like HP Inc and Hewlett Packard Enterprise- Position Guadalajara as a Core Site for DXC Technology, now recognized as a growth & future investment region for DXC

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  Amdocs

  Sept 2018 - Mar 2021

  Director Caribbean and Latinoamerica

  Director Caribbean and Latinoamerica Accounts- Support and contribute to SmartOps CALA Organization consolidation and growth in Guadalajara.- Play Instrumental role as part of the AMDOCS Guadalajara leadership to strengthen AMDOCS leading position in Guadalajara.- Helped creating and evolving an Employee Engagement culture in AMDOCS company being a value added from Guadalajara to the company; AMDOCS was certified as “Great place to Work” in 2019.- Reduced attrition rate in SmartOps CALA from 25%+ in 2018 to 10%+ in 2020, after close work with Employees, HR and TA to ensure the right profiles and candidates are selected for the right positions.- Accountable for the Implementation and deployment of Site Reliability Engineering (SRE) methodology in AMDOCS SmartOps Organization in 2019. SRE Focal Point in Guadalajara, certified as SRE Train the Trainer.- Designated by the SmartOps General Manager as the “Focal Point for SmartOps Organization” in Guadalajara.- Engage AMDOCS customers to analyze, envision and create their future plans and strategy to survive and compete in the market for their technology journeys evolving from traditional methodologies to DevSecOps, from On-Premises to CLOUD. Mostrar menos

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  Oracle

  May 2021 - now

  Software Engineering - Senior Director