Rodrigo Gerardo Nuño

Seasoned professional with 4+ years of experience in Major Incident and Incident Management, specializing in rapid resolution of critical incidents to minimize business impact and ensure high service availability. Strong expertise in coordinating cross-functional teams, improving incident processes, and communicating effectively with high-level technical and non-technical stakeholders in high-pressure environments.

Incident Manager & Major Incident Manager at TCS - Cargill Client (2021-09 – Present)

Lead the incident management process for P1 and P2 incidents, ensuring timely resolution and minimal business impact. Manage ITSM processes aligned with ITIL best practices and coordinate with cross-functional teams.

• Lead the incident management process for P1 and P2 incidents, ensuring timely resolution and minimal business impact.
• ITSM processes aligned with best practices (ITIL) and managed daily workflow, applying the RiO Methodology to prioritize critical tasks and ensure on-time project delivery
• Coordinate with cross-functional teams, including IT support, network engineers and external vendors, to resolve incidents efficiently.
• Develop and implement incident response protocols and procedures.
• Conduct post-incident reviews to identify root causes and implement corrective actions.
• Generate and present monthly incident reports to senior management, highlighting trends and areas for improvement.
• Train and mentor junior incident management staff.

Network Analyst at TCS - Cargill Client (2015-07 – 2021-08)

Monitored network performance and identified potential issues before they escalated into major incidents. Collaborated with ISPs and provided first-level support for network-related incidents.

• Monitored network performance and identified potential issues before they escalated into major incidents.
• Collaborated with internet service providers (ISPs) to troubleshoot and resolve network connectivity issues.
• Conducted basic network configuration and maintenance tasks.
• Provided first-level support for network-related incidents and escalated complex issues to senior engineers.
• Maintained detailed documentation of network incidents and resolutions.

Project Coordinator at TCS - Walgreens Client (2013-06 – 2015-06)

Managed pre-production projects, including identifying project needs, engaging technical teams, and coordinating with clients. Generated purchase orders and managed project timelines.

• Managed pre-production projects, including identifying project needs, engaging technical teams, and coordinating with clients.
• Generated purchase orders and managed project timelines from initiation to completion.
• Ensured all project deliverables met client expectations and were delivered on time.

Bachelor's Degree in Computer Systems Engineering – Universidad del Valle de México (2007 – 2011)