I have more than 15 years of IT services management experience and am currently responsible for IT Services and Operations at Corpay Brazil.

I´m IT Manager for more than 40 employees inside the company, and 30 more contracted employees, including:

IT Services

Digital WorkPlace:

Service Desk and Remote Support (First Level);

Field Services and Printer Support (Second Level);

Application Support (Second Level);

Service Support and Outsourcing Management;

IT Asset Management (ITAM) and IT Asset Control;

Service Delivery (Third Level Support);

Operations:

- Infrastructure Production:

The Production area is responsible for ensuring infrastructure operations, the stability of automation processes, and scheduling.

It plays a key role in handling infrastructure alerts and incidents, being responsible for Level 2 support for server environments and SRE. Additionally, it is the official executor of changes in the production environment and conducts Daily Rounds and monitoring of various processes, such as the batch environment, BI monitor, authorizers, and billing.

- Monitoring and Observability:

CCO/NOC (24x7);

Swarming Management;

PostMortem Meeting;

Event Management;

DynaTrace;

ElasticSearch;

SolarWinds;

Zabbix;

Grafana;

Governance

ITSM Governance:

Process and Quality;

Assurance and Control;

Service Level Management (SLA/SLO);

Incident Management;

Problem Management;

Metrics and Indicators.