Juan Rocha

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.

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.

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)