Alvaro Jimenez

# Incident & Operations Manager | Account Management

Location Alajuela, Costa RicaDesired Salary 4500 - 250000 USD/yearlyWork preference Remote Only / Full TimeLinks Status   Actively looking Field / Industry Product & Operations

* SharePreferences:Job Level: SeniorRelocation: NoNotice Period: ImmediatelyCategory: Product & OperationsSkill Assessments:This user has not passed any tests yet

Languages:  English - Native or Bilingual   Spanish - Native or Bilingual

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[Overview](#overview)

## About Me

ITIL Certified Incident & Operations Manager with advanced expertise in Root Cause Analysis on ServiceNow and Salesforce platforms. Proven record in project delivery, scheduling, and process optimization across legal and tech environments. Actively pursuing Account Management roles to drive account transformation and cross-functional collaboration.

## Skills

### [Salesforce](https://jobicy.com/talent/salesforce.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Analytical Skills](https://jobicy.com/talent/analytical-skills.md)[Excel](https://jobicy.com/talent/excel.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Relationship Building](https://jobicy.com/talent/relationship-building.md)[Risk Management](https://jobicy.com/talent/risk-management.md)[Leadership](https://jobicy.com/talent/leadership.md)[DevOps](https://jobicy.com/talent/devops.md)[Change Management](https://jobicy.com/talent/change-management.md)[Scheduling](https://jobicy.com/talent/scheduling.md)[ServiceNow](https://jobicy.com/talent/servicenow.md)[Process Optimization](https://jobicy.com/talent/process-optimization.md)[Supply Chain Management](https://jobicy.com/talent/supply-chain-management.md)[ITIL](https://jobicy.com/talent/itil.md)[Operations](https://jobicy.com/talent/operations.md)[Analytical Thinking](https://jobicy.com/talent/analytical-thinking.md)[Incident Management](https://jobicy.com/talent/incident-management.md)[Root Cause Analysis](https://jobicy.com/talent/root-cause-analysis.md)[Prioritization](https://jobicy.com/talent/prioritization.md)[Crisis Management](https://jobicy.com/talent/crisis-management.md)[Project Delivery](https://jobicy.com/talent/project-delivery.md)[Self Management](https://jobicy.com/talent/self-management.md)

## Education

Universidad Internacional de las Americas  Jun 2019  Bachelor, Information Technology

## Experience

High Touch Operations Manager (HTOM) @ Cisco Systems Inc.  Aug 2022 - Jan 2026 Conducted high-severity case analysis and prioritized responses. Evaluated response times, Root Cause Analysis, and led continuous improvement initiatives. Coordinated maintenance windows, delivered executive reports, facilitated QBRs, and directed cross-functional teams to streamline order processing workflows. Administered and improved the change management process.

Major Incident Manager Hypercare (MIM) @ Kyndryl Holdings, Inc.  Aug 2020 - Present Managed major incident bridges end to end, coordinated global support teams, addressed critical escalations, and delivered precise communication with internal and external stakeholders. Managed team scheduling for follow-the-sun coverage and coordinated training for pooled accounts.

Order Manager Level 2 @ Emerson LTDA  Feb 2017 - Jun 2020 Coordinated order fulfillment processes to improve delivery accuracy and on-time customer shipments. Monitored quality control checkpoints, communicated order status, optimized inventory allocation, and coordinated order adjustments with suppliers to improve supply chain reliability. Participated in the company STEM leadership team.

Core Service Agent @ Sykes Enterprises  Oct 2013 - Feb 2017 Provided online banking support for Capital One and achieved high customer satisfaction scores leading to internal promotions.