Matias Javier Temperan

Responsibilities as an ITSM Product Manager Strategy & Design for Service Development Intake Management Service Documentation Framework Service Lifecycle Service Performance Review & Governance Service Portfolio Management Service Catalog Management Service Roadmap for Products License Management Test and validate product functionality Implementation of services into production environment Transition Management Change Management Business Relationship Management UI Design and Testing

Lead a team of 22 Service Availability Managers, in charge of optimizing the availability of IT infrastructure, systems, and services to meet signed commitments. Major Incident Management Process Owner, Crisis Management, Root Cause Analysis Integration and coordination of Incident-Problem-Change-Availability Management Processes Management of Client Delivery Plan Monitor and Control Service Availability delivery processes Responsible for Customers SLAs and monitoring infrastructure projects.

Lead a team of 18 employees, supervising their activities and professional development Major Incident Management Process Owner. Lead the reengineering of the process and its deployment Monitor and Control Service Availability Ensure customer’s infrastructure projects are executed Responsible for Customers SLAs Promote monitoring systems to enable speedy detection and remediation of potential and actual IT failures Responsible for aligning Service Delivery tools to current processes

Responsible over 4 Accounts as Service Delivery Manager, interfacing between IBM Support Teams and the Customers Project Manager for GDF Transformation Processes, Service Management Overtime Project Monitor and Control delivery processes and ensure implementation of planned activities. Responsible for Customer infrastructure projects. Responsible that levels of support are provided according with Service Level Agreements Develop IT Policies and Procedures and implement them Issue and Risk Management

Lead a team of 76 employees for American Express, responsible for providing Information Security Services, across multiple platforms, managing customer’s security policies and executing Identity and Access Management activities Project Manager for Global Security & Risk Projects Monitor and Control of ticketing tools, responsibilities on delivery metrics, reporting weekly to executives SLA monitoring and ensuring adherence to the values established by the contract Coordinate participation in audits

Lead a team of 32 employees on Logical Security Controls over 5 different customers, responsible for providing Information Security Services; supervising their activities and professional development Build teams to provide customer’s support and achieve high performance results. Design & Implement changes in order to be more efficient & improve customer satisfaction Implement Business Controls to ensure Audit Compliant Status. Transition of Activities Issue and Risk management

Lead a team of 25 employees of process architects and PMs assigned to process solution projects Lead implementation and maintenance of a Documentation Management system for the entire Global area End to end Project Management for process solutions projects for Worldwide Customers. Following PMI methodology Contract analysis. Full control over resources & budget. Average of 6-8 months per project. Average of 6-10 project’s team members. Working with and as part of PMO

Coordinate activities and resources between IBM and Nissan Customer for a 25 employees team providing logical access services Responsible for SLAs and Metrics for the whole delivery team Handling escalations. Problem & Change activities Migration and Transformation Projects Technical Recruiter, Evaluating and hiring new candidates for the whole department

Second level support for IBM USA-Canada Second level support for Remote Access Systems User ID & Firewall administration for Remote Access Services

Project Management, Networking, SW Engineering, Analysis and Design, Legislation, Databases