Juan Rocha
IT SERVICE MANAGEMENT ANALYST | IT SUPPORT ANALYST | INCIDENT MANAGER | SAP & ITIL SPECIALIST
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About
Auckland-based IT professional with a strong track record in high-pressure enterprise environments IT Support or ITSM roles to contribute to operational efficiency and service excellence. Specialised in ITIL-based service delivery, user support, and incident resolution. Strong analytical and problem-solving skills, with the ability to manage multiple priorities and ensure service continuity. Results-driven and adaptable, with proven experience working in fast-paced, multicultural environments.
Experience
Incident Manager Latam – IT Management Consultant - Axity S.A.S - Bogotá D.C., Colombia
(2023-01 - 2025-01)
- Exceeded LATAM service targets by maintaining a 95% SLA compliance rate during peak operational periods at Axity.
- Coordinated cross-functional teams to restore services and minimize downtime.
- Applied ITIL and Agile principles (Scrum) to improve incident management workflows and team coordination.
- Led incident response processes using ITIL framework (Incident, Problem, Change)
- Improved incident resolution time by optimizing workflows and escalation processes.
- Administered SAP environment including user access and permissions.
- Analysed and optimized SAP system processes, leading to 25% improvement in workflow efficiency.
- Troubleshooting in the SAP technical environment.
- Alert management.
I.T. Trainee Support Analyst / Service Desk - Avianca S.A.S. - Bogotá D.C., Colombia
(2022-01 - 2023-12)
- Azure DevOps tool administration (Access management, team management).
- Support agile team operations and ceremony coordination within Azure DevOps environment.
- Delivered data-driven insights by monitoring software factory productivity metrics, ensuring project timelines were met.
- Technical documentation, process review, source code validation, test documentation and test execution.
Education
Bachelor's in Systems Engineering - Systems Engineering - Pilot of Colombia University (2017-01 - 2023-12)
New Zealand Certificate in English Language Academic - English Language - Seafield School of English (2026-01)
