Arnel Viador

Seasoned IT leader with over 25 years of experience in telecom, fintech, and enterprise IT operations. Specialized in application management, infrastructure support, and system monitoring, with a strong background in Unix/Linux system administration and enterprise-scale application delivery. Proven ability to lead cross-functional teams, manage production environments, and implement ITIL-based practices in fast-paced industries.

Known for excellent communication skills and consistent delivery of operational excellence.

Application Management Manager at CIS Bayad Center Inc. (2022-01 – Present)

• Lead cross-functional teams handling system and application performance monitoring.
• Own and drive incident management, ensuring minimal disruption and improved MTTD/MTTR.
• Oversee RCA, permanent fixes, and process improvements to enhance operational stability.
• Managed access controls and IAM governance to ensure compliance with data protection policies.
• Facilitates cross-departmental alignment by negotiating and reconciling conflicting requirements to achieve unified solutions.
• Oversees the application release process, ensuring seamless coordination across departments and clear communication with end users.
• Liaise with executives on service performance and customer experience KPIs.
• Oversees service delivery and ensures adherence to SLAs by leading the resolution of incidents, managing root cause analysis, and coordinating stakeholder-driven enhancements and bug fixes.

Operations Group Leader / Application Support at AMDOCS Philippines (2018-12 – 2022-05)

• Managed L2 application support for SMART's core services and in-house MEC apps.
• Served as key liaison between development, operations, and external vendor (Huawei).
• Facilitated patch deployment, issue resolution, and service performance enhancements.

Senior System Administrator Supervisor at SMART Communication Inc. (2004-12 – 2018-12)

• Oversaw 500+ Unix servers, clustered databases (Oracle), and enterprise Java applications.
• Led DR drills and SOX compliance activities; implemented compensating security controls.
• Oversee RCA, permanent fixes, and process improvements to enhance operational stability.
• Coordinated end-to-end implementation management for system transitions and upgrades.
• Designed and maintained monitoring scripts and infrastructure environments (QA, Staging, Throttling and Production).
• Mentored and managed team on 24/7 support operations, incident response, and capacity planning.

System Administrator at Mobile-Arts Inc (2001-07 – 2004-12)

• Administered Linux and FreeBSD-based infrastructure across multiple data centers.
• Maintained SMSC gateway and company databases; authored user and admin manuals.
• Created test cases and conducted QA testing for wireless app deployments.
• Developed internal monitoring tools and ensured application service quality.

System Administrator at AMANET Internet Solution Inc. (1998-06 – 2001-07)

• Configured and maintained dial-up, leased lines, and server infrastructure.
• Provided network troubleshooting, desktop support, and server setup (Linux/Windows).
• Managed DNS, mail, and proxy servers; provided hands-on client support and training.

B.S. in Computer Engineering – Technological Institute of the Philippines (1993-01 – 1998-12)