Barcelona, Catalonia, Spain
Senior IT Leader with 12+ years of experience leading reliable and business-critical IT operations in multinational environments. Proven track record driving service governance, operational excellence and digital enablement across regulated and industrial contexts. Strong experience supporting manufacturing and corporate operations through infrastructure, connectivity and digital workplace solutions. Currently leading IT Operations, Reliability and Service Management, with focus on business continuity, change governance and vendor strategy.
PayRetailers is a leading LATAM-focused payment processor, enabling local payment methods in 12+ countries through a single API. • Accountable for IT Operations, Reliability and IT Service Management across business-critical platforms. • Define and execute the IT operations roadmap in alignment with business growth, risk and regulatory requirements. • Drive automation of operational and service management processes to improve efficiency, reduce manual effort and increase service consistency. • Act as senior escalation point for major incidents and crisis management, driving continuous improvement in service stability and resilience. 75% reduction in critical incidents. • Drive cost optimization and platform stability initiatives. • Define and monitor strategic KPIs and operational metrics to support executive-level decision making. • Strengthen cross-functional collaboration with Development, Security, Infrastructure, Compliance, Operations and Finance. • Led distributed IT operations teams (13 people) across Spain, Bulgaria, Brazil and Argentina.
PayRetailers is a leading LATAM-focused payment processor, enabling local payment methods in 12+ countries through a single API. • Collaborate with senior leadership and key stakeholders to define and implement the IT roadmap aligned with business goals. • Collaborate with the Security team to improve vulnerability management and strengthen the response to security incidents, aligning operations with cybersecurity standards. • Optimize strategic KPIs to support informed IT decision-making. • Drive and support cost-reduction and platform stability initiatives. • Improve monthly operational reports by incorporating metrics on incidents, problems, changes, transaction volumes, and overall platform health, providing a 360° view for decision-making. • Consolidate ITSM processes, strengthening cross-functional collaboration with Development, Security, Infrastructure, Compliance, Operations, and Finance, aligning technology objectives with broader business goals. • Lead a multidisciplinary ITSM team focused on service reliability and business continuity.
• Led the end-to-end implementation of Incident Management, Change Management, and Problem Management processes, fully aligned with ITIL best practices, managing a team of 4 professionals. • Defined and implemented SLAs for incident management, improving resolution compliance rates from 20% to 70% in just 3 months. • Achieved a 93% reduction in the incident backlog through process optimization and structured follow-up. • Oversaw improvements in high availability and disaster recovery, enhancing the resilience of the technology infrastructure and ensuring business continuity. • Standardized processes and established governance for key tools such as Elastic and Grafana, ensuring operational visibility, traceability, and efficient resource management. • Led the evolution of IT Service Management practices to improve reliability, operational control and service quality. • Worked closely with senior stakeholders to align service operations with business priorities. • Optimized operational KPIs to support data-driven decision making. • Supported cost-reduction and efficiency initiatives while maintaining service stability.
• Led IT service delivery for workplace, collaboration and business-critical services in a multinational environment including factories. • Managed operational and investment budgets, including ~€1.5M OPEX and ~€3M CAPEX, supporting technology and infrastructure initiatives across the region. • Vendor and contract management. • Guarantee compliance with the established SLAs and carry out the necessary escalation for critical incidents. • Supported deployment of digital solutions on production lines. • Design, execution and monitoring of service improvements. • Budget Management. • Lead a team of 18 people (Service Desk and Support on site) located in Spain, Portugal, Italy and Greece, providing support across Southern Europe.
• Focal point for all the business areas. • Delivered Wi-Fi network implementations in factory environments to support digital production and operational systems. • Project Manager in technology projects for the different functional business areas and factories for Iberia & GRIT (Spain, Portugal, Italy and Greece). • Follow-up of all PMO projects • Manage the governance of external partners. • Coordinated upgrades of on-prem servers and infrastructure supporting factory and regional operations.
• Project Manager in projects of technology and functional business areas for South West Europe that are of great importance for the company. • Pricing management, requirements and planning of the projects. • Work and Coordination of internal and external stakeholders. • Follow-up of the activities and evaluation of the Project Managers of the local team. • Trainer of digital tools implemented by the company.
• Provided end-user support and incident resolution for corporate IT services. • Managed IT equipment lifecycle and workplace infrastructure. • Supported network availability and basic system administration.
• Monitoring and Control of IT Security Projects (SIEM, CMIS). • Updating the Intranet. • Update documentation regarding IT Security.
In charge of customer support regarding issues though service request tickets, configuration and implement solutions to the product line Wireless (NodeB, RNC, BSC, BTS) and PS Core (SGSN-MME, GGSN, S-GW, P-GW, CG and DNS). • Planning, development and implementation of wireless and packet core network projects. • Integration, optimization and support of 2G and 3G network infrastructures. • Integration of WAP, L2TP and MMS services with the GGSN. • Integration of DPI and Smartcare with PS. • Software Upgrade of SGSN, GGSN, CG and DNS. • Experience with ATCA architecture. • Performed inspections and health checks for Wireless and Packet Core network equipment. • Technical meeting for customer in order to improve their skills handling Huawei equipment • Prepared technical reports on network performance, incidents and customer status.