# Ana Enriquez

Ana Enriquez is a remote worker on Himalayas, Senior Major Incident Manager at Zillow Group, based in Mexico.

Source: https://himalayas.app/@anaenriquez1

```text
Senior Major Incident Manager at Zillow Group who automated runbook retrieval with Glean AI Agents.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Mexico |
| Authorized to work in | Mexico |
| Salary expectations | 110k+ MXN |
| Job categories | Major Incident Manager, Incident Commander, IT Service Management Manager |
| Skills | Major Incident Management, Incident Command, IT Service Management, Incident Response, Problem Management, Root Cause Analysis, Post Incident Review, Change Management, Release Management, Incident Automation, Glean Enterprise AI, Glean Agents, Generative AI, Rootly, OpsGenie |

## About

```text
At Zillow Group, I directed engineering, DevOps, and vendor teams through Sev1 and Sev2 outages. I also deployed Glean AI Agents to automate runbook retrieval and correlate historical outage trends for on-call responders.

At Tata Consultancy Services, supporting Wyndham Hotels, I managed high-severity incidents in AWS environments and coordinated teams working to restore service and meet SLAs. For WarnerMedia, I governed incident workflows and facilitated diagnostics across Kubernetes environments.

Earlier, at Softtek supporting Electronic Arts, I commanded emergency incident bridges and documented runbooks and postmortem findings. I began in network and telephony operations at ACS / Xerox, providing Tier 1/2 support and monitoring WAN, LAN, and telecom services.
```

## Experience

### Senior Major Incident Manager

[Zillow Group](https://himalayas.app/companies/zillow). Jan 2025 - Aug 2026

```text
Directed cross-functional teams during high-severity outages, reducing diagnostic triage time by 20% with AI agents. Streamlined incident tracking and reporting, cutting documentation turnaround from 5 to 3 days.
```

Skills: Incident-Management, AWS, Glean, Rootly, OpsGenie, ServiceNow, Jira, Kubernetes, Datadog, Cloudwatch, ITIL, Postmortems, RCA, SOPs

### Major Incident Manager

[Tata Consultancy Services](https://himalayas.app/companies/tata-consultancy-services). Jan 2021 - Jan 2025

```text
Led end-to-end incident management for high-severity outages in AWS environments, reducing service restoration time by 5%. Coordinated technical teams and vendors under ITIL, maintaining 98% SLA compliance.
```

Skills: Incident-Management, AWS, EC2, S3, RDS, ITIL, SLA, PIR, Problem-Management, Monitoring

### Project & Incident Manager

[Softtek](https://himalayas.app/companies/softtek). Mar 2015 - Jul 2019

```text
Commanded emergency break-fix conference bridges for high-priority incidents and DDoS attacks, protecting global gaming infrastructure. Facilitated postmortems and standardized bridge coordination across 50+ teams.
```

Skills: Incident-Management, DDoS-Mitigation, Postmortems, Problem-Management, Run-Books, SLA

### Global Network & Telephony Operations Analyst

ACS / Xerox. Dec 2009 - Mar 2015

```text
Delivered Tier 1/2 operational support and proactive WAN/LAN/Telecom monitoring across 30+ enterprise sites globally. Analyzed network health baselines and traffic logs to detect anomalies and optimize bandwidth visibility.
```

Skills: Network-Monitoring, WAN, LAN, Telecommunications, Web-Spy, RCA, Process-Flow

## Education

### Universidad Interamericana del Norte

Bachelor of Arts, International Business

```text
Bachelor of Arts in International Business from Universidad Interamericana del Norte, completed in 2011.
```

## Tech stack

- Amazon EC2
- Amazon S3
- Kubernetes
- Slack
- PagerDuty
- Grafana
- Solarwinds
- Nagios
- Linux
- Windows
- Datadog
- Amazon RDS
- SQL
- ServiceNow
- OpsGenie
- Rootly
- AWS
- Wan

To contact Ana, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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