Paula Hoyos

Site Reliability Engineer (SRE) with more than 6 years of experience in reliability, critical incident management, and operational transformation in regulated FinTech environments. Specialist in the design and implementation of SRE models, definition of SLIs, SLOs, SLAs, and Error Budgets, and in the operation of SWAT (war room) schemes for handling high-severity incidents. I have led initiatives in resilience, observability, and availability, including GameDays, blameless postmortems, and strengthening the CMDB as a pillar for impact analysis, incidents, and regulatory requirements.

Solid experience acting as a bridge between technical teams, business, legal, and regulatory bodies, translating complex technical events into clear, structured, and defensible information. Certified in SRE Practitioner, ITIL v4, and AWS, with a focus on continuous improvement, collaborative governance, and alignment between technology and business objectives.

Site Reliability Engineer (SRE) - Nequi - Medellín, Colombia

(2022-06)

• Design and evolution of the organizational SRE model, aligned with Google SRE, ITIL v4, and modern reliability practices.
• Definition and governance of SLIs, SLOs, SLAs, Error Budgets, MTTR, MTBF, and MTTD, ensuring executive visibility and technical traceability.
• Leadership of the critical incident management model, including classification (total/partial), SWAT activation, and executive/regulatory communication.
• Creation and standardization of playbooks, runbooks, and postmortems, fostering a culture of continuous learning.
• IT project management under agile methodologies, aimed at ensuring the availability and stability of Nequi services on Bancolombia infrastructure.
• Consolidation of a centralized technical information repository, documenting more than 20 critical components with the participation of more than 10 technical areas.
• Documentation and delivery of +35 functionalities, ensuring observability, 24/7 monitoring, and effective post-production support.
• Planning and execution of DRP (Disaster Recovery Plan) exercises, coordinating multidisciplinary teams (Telecommunications, Cybersecurity, Platforms, Infrastructure).
• Planning and execution of GameDays and crisis drills to strengthen resilience.
• Governance of the service criticality model (Tier 0-3) with regulatory criteria, BIA, and business impact.
• Design and strengthening of the CMDB, guaranteeing the correct relationship of services, components, and dependencies.
• Traceability of stakeholders and assets, providing effective support for incidents, RCA, and regulatory reports.
• Transversal coordination with infrastructure, development, security, legal, and regulatory teams.
• Implementation of a comprehensive SRE + Incident Management + CMDB model, defensible before audits and the SFC.
• Implementation of the Atlassian Status Page, reducing the load on the Customer Service line.
• Design and operation of the SWAT (War room) model for production crises.
• Led the successful migration of the Oracle Core 11 to 19, with a controlled execution of 9 hours.
• Optimization of L1 support through work cells, reducing dependence on staff growth.

Junior Project Manager - SETI S.A.S - Medellín, Colombia

(2020-09 - 2022-05)

• IT project management under agile methodologies, aimed at ensuring the availability and stability of Nequi services on Bancolombia infrastructure.
• Consolidation of a centralized technical information repository, documenting more than 20 critical components with the participation of more than 10 technical areas.
• Documentation and delivery of +35 functionalities, ensuring observability, 24/7 monitoring, and effective post-production support.
• Planning and execution of DRP (Disaster Recovery Plan) exercises, coordinating multidisciplinary teams (Telecommunications, Cybersecurity, Platforms, Infrastructure).
• Redesign of the service availability indicator, achieving a measurement closer to operational reality.
• Coordination of event, incident, and problem processes, delegating responsibilities to AWS Infrastructure, Finacle, and Incident Management specialists.
• Preparation of monthly executive reports on availability, incidents, risks, and achievements using Power BI dashboards.
• Proactive management of operational risks and improvement opportunities oriented toward service continuity.
• Successful planning and execution of a production DR lasting 18 hours, operating from an alternate center with satisfactory results for Business Continuity.
• Implementation of a technical documentation model that improved the support and monitoring capacity of the Nequi service.
• Strengthening of availability analysis through more precise and actionable indicators for managerial decision-making.

Analista de TI - Bancolombia - Medellín, Colombia

(2009-08 - 2015-01)

• Coordination of a team of 15 collaborators (junior and experts) together with the provider IBM, for the administration of critical platforms.
• Management and administration of the IBM WebSphere suite: MQ, WAS, DataStage, Broker, DataPower, and Service Registry.
• Participation in planning, implementation, and stabilization projects for applications, defining deployment and operation guidelines.
• Leadership of platform maintenance activities, including operating system migrations, firmware updates, patch installation, and application deployments.
• Delegation and monitoring of support activities and incidents on critical platforms.
• Periodic capacity and performance analysis, guaranteeing high levels of availability and performance.
• Documentation of infrastructure components, standards, operating procedures, and management reports.
• Stabilization and performance improvement of mission-critical platforms through structured capacity and support management.
• Strengthening of technical documentation as a basis for standardization, operational continuity, and knowledge transfer.
• Contribution to the reliability of core platforms that supported multiple business applications.

Bachelor of Engineering - Telecommunications Engineering - Universidad Pontificia Bolivariana (2004-01 - 2009-07)