Jonatan Ortega

Knowledgeable in IT processes with experience in Project Management and certified in ITIL 4.0 and ITIL 4.0: Create, Deliver & Support. I execute the problem and incident management process for companies such as Edenred and ScotiaBank Mexico. Additionally, I am studying Computer Systems Engineering.

With over 3 years of experience in the IT field, I have successfully implemented and matured the Problem Management process, as well as developed functional KPIs and SLAs, created metrics, and led continuous improvement projects.

Moreover, I bring experience from various sectors I have been a part of: Financial, Telecommunications, Technology, among others. I am currently pursuing Yellow Belt certification and will soon pursue Green and Black Belt certifications in Six Sigma.

I have been part of several non-governmental organizations and possess the knowledge to lead corporate social responsibility campaigns, as well as manage social and political projects

Edenred

Problem and Incident Analyst

June 2022 - May 2024

Mexico City and Surroundings, Mexico

I provide follow-up and response, as well as management during incidents impacting Edenred's technological environments in Europe, America, and APAC.

I regularly analyze the root cause of incidents in infrastructure environments in both Europe and America, including their resolution, documentation, and remediation plan to prevent recurrence.

Among my main achievements are the creation of the global Problem Management process document, the establishment of KPIs and SLAs within the Problem process, achieving the following goals:

• Maximum major incidents in 2022, 2023
• Delivery of RCA (Root Cause Analysis) documentation within 10 business days in 90% of cases
• Establishment of the process for follow-up, response, and escalation in resolution, prevention, and detection actions

Creation of information dashboards and analysis metrics for Europe and America.

Scotiabank

Problem manager agosto de 2019 - Mayo 2022

Ciudad de México y alrededores, México

1. I analyze the root cause of Scotia Bank's telecommunications problems for Latin America, as well as their resolution, documentation and remediation plan to avoid recurrence.
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3. Among the main achievements in my current job is the decrease in incidents for the Central American area (Costa Rica, Panama).
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5. Being part of the team in charge of the migration of the datacenter in Colombia to the infrastructure in Mexico, from the beginning of work in the bubble until its completion with only 10 best tickets during the more than 4 months of the project

Build and deliver the “Out of the box” training for the Problem management process and module on Service Now for all technical towers across LATAM countries

Ademas de las Certificaciones de ITIL Foundation v 4.0 y CDS en este momento estoy tomando las cerfificaciones de Lean Six Sigma de Yellow Belt y Green belt.

En mi formación academica estoy cursando la ingenieria en Sistemas computacionales en la Universidad Virtual del Estado de Guanajuato