Marcelo Silva
Senior Incident Manager | Major Incident Lead | ITSM & IT Governance Specialist
Sobre
Crisis and Critical Incident Management Specialist with over 15 years of experience in IT. Proven track record leading multidisciplinary War Rooms, focusing on MTTR reduction and business continuity in financial and telecommunications sectors. Trilingual professional with extensive experience in global and regional operations (LATAM, USA, and Europe).
Experiência
Senior Crisis Management Analyst (Major Incident Manager) - weai.tecnologia (Banco BMG)
(2025-11)
- Strategic leadership of War Rooms for diagnosis and rapid restoration of critical services.
- Executive communication and KPI reporting to board members and stakeholders.
Senior Critical Incident and Problem Analyst (Major Incident Manager) - Dexian Brasil (Getnet)
(2024-11 - 2025-11)
- Coordinated crisis rooms and weekly incident committees for Argentina, Chile, and Mexico.
- Hypercare management for strategic clients and Disaster Recovery testing.
Senior Critical Incident and Monitoring Analyst - GLOBAL HITSS (Claro Brasil Group)
(2023-06 - 2024-09)
- Monitored critical infrastructure using Dynatrace, Zabbix, and Grafana.
- Led technical conferences and War Rooms focused on environment restoration.
Senior Incident and Problem Management Analyst - BEES Brasil (Ambev Group)
(2022-08 - 2023-05)
- Global team facilitator, using English and Spanish for LATAM critical incidents.
- Managed hierarchical escalation for senior and executive leadership.
Senior Critical Incident Manager (AVON) / Governance Analyst - DXC Technology
(2011-02 - 2017-10)
- Escalation management for critical tickets and VIP users with international interface.
- Created War Rooms and analyzed IT metrics reported to the board of directors.
Senior Incident Management and Monitoring Analyst - Global Hitss
(2018 - 2022)
Trilingual Administrative Analyst (Unilever Account) - Sitel
(2008 - 2010)
Formação
Information Security Technology - FMU
