Jose N.
Global Head of Support & Incident Manager
Experience
Jan 2022 - Present
3 years 11 monthsNorthgate, Australia
Global Head of Support & Incident Manager
Powerfront
- Lead global incident and operations management, coordinating detection, escalation, and resolution across multiple SaaS clusters serving enterprise clients worldwide.
- Oversee escalations, service reliability, and L2/L3 investigations, partnering with Engineering, QA, and Security to reduce downtime and resolution time.
- Direct release, problem, change, and escalation management programs, ensuring alignment with business continuity, compliance, and resilience standards.
- Design and maintain KPI dashboards tracking SLA compliance, incident trends, and customer satisfaction.
- Drive operational readiness through documentation, playbooks, and post-incident reviews aligned with ISO 27001 and ITIL.
- Mentor support specialists and coordinate 24/7 response coverage to ensure consistent global support delivery.
- Collaborate with Product and Infrastructure to enhance monitoring, root cause analysis, and service communication standards.
Operations & Incident Specialist
ModSquad
- Supported global client operations and incident triage for multiple enterprise accounts, ensuring timely response and coordination between support and technical teams.
Recife, Brazil
Founder & Technical Lead
NTEC Technology
- Founded and led a regional IT solutions company specializing in infrastructure, data center design, and enterprise system integration for public and private sectors.
- Delivered modernization projects including citywide network deployments for Recife.
- Built and mentored cross-functional teams, establishing NTEC as a regional benchmark in IT infrastructure.
Head of IT
Nordeste Hospitalar LTDA
- Directed IT modernization for a healthcare organization, leading migration from legacy systems to a virtualized, cloud-enabled environment.
- Designed and deployed WAN infrastructure connecting multiple sites, improving performance, reliability, and scalability across operations.
Summary
Technical Support and Operations Manager with global experience leading support delivery, incident response, and cross-functional crisis coordination in SaaS environments. Skilled at bridging customer, product, and engineering teams to ensure service reliability and rapid resolution of complex issues.
Partnering closely with Security and Infrastructure, I align operations with ISO 27001 and ITIL standards, driving continuous improvement, customer satisfaction, and operational resilience.
- Technical Support Leadership
- Global Incident Management
- Customer Escalation Handling
- IT Operations
- Root Cause Analysis
- Process Optimization
- KPI Dashboards & Reporting
- Release & Change Management
- Cross-Functional Collaboration
- ISO 27001
- ITIL Frameworks
Languages
Portuguese
NativeEnglish
AdvancedSpanish
IntermediateEducation
Faculdade de Olinda (FOCCA)
Business Administration · Brazil
Faculdade Estácio
Computer Science · Brazil
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