Jose Neto - Global Head of Support & Incident Manager

Q: Where is Jose based?

Jose is based in Braga, Portugal .

Q: What languages does Jose speak?

Jose speaks the following languages: Portuguese (Native), English (Advanced), Spanish (Intermediate) .

Q: How many years of experience does Jose have?

Jose has at least 4 years of experience. During this time, Jose has worked in at least 1 role and for 1 company . The average length of individual experience is 4 years and 1 month . Note that Jose may not have shared all experience and actually has more experience.

Q: What is Jose's latest experience?

Jose's most recent position is Global Head of Support & Incident Manager at Powerfront .

Q: What companies has Jose worked for in recent years?

In recent years, Jose has worked for Powerfront .

Q: Which industries is Jose most experienced in?

Jose is most experienced in industries like Information Technology (IT) .

Q: Which business areas is Jose most experienced in?

Jose is most experienced in business areas like Customer Service , Information Technology (IT) , and Operations .

Q: What is Jose's education?

Jose attended Faculdade Estácio for Computer Science .

Q: What is the availability of Jose?

Jose is immediately available full-time for suitable projects.

Recommended expert

Braga, Portugal

Experience

Jan 2022 - Present

4 years 2 months

Northgate, 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.

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.

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Information Technology (4 years).

Information Technology

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Customer Service (4 years), Information Technology (4 years), and Operations (4 years).

Customer Service

Information Technology

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.

Skills

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

Native

English

Advanced

Spanish

Intermediate

Education

Faculdade Estácio

Computer Science · Recife, Brazil

Faculdade de Olinda (FOCCA)

Business Administration · Brazil

Profile

Created

November 2025

Need a freelancer? Find your match in seconds.

Try FRATCH GPT

Frequently asked questions

Do you have questions? Here you can find further information.

Where is Jose based?

Jose is based in Braga, Portugal.

What languages does Jose speak?

Jose speaks the following languages: Portuguese (Native), English (Advanced), Spanish (Intermediate).

How many years of experience does Jose have?

Jose has at least 4 years of experience. During this time, Jose has worked in at least 1 role and for 1 company. The average length of individual experience is 4 years and 1 month. Note that Jose may not have shared all experience and actually has more experience.

What roles would Jose be best suited for?

Based on recent experience, Jose would be well-suited for roles such as: Global Head of Support & Incident Manager, Operations & Incident Specialist, Founder & Technical Lead.

What is Jose's latest experience?

Jose's most recent position is Global Head of Support & Incident Manager at Powerfront.

What companies has Jose worked for in recent years?

In recent years, Jose has worked for Powerfront.

Which industries is Jose most experienced in?

Jose is most experienced in industries like Information Technology (IT).

Which business areas is Jose most experienced in?

Jose is most experienced in business areas like Customer Service, Information Technology (IT), and Operations.

What is Jose's education?

Jose attended Faculdade Estácio for Computer Science.

What is the availability of Jose?

Jose is immediately available full-time for suitable projects.

What is the rate of Jose?

Jose's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.