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Francisco Romero

@francisco_romero

Major Incident Commander & Lead Support Eng (15+ yrs). Reduced MTTR from 16d to <14h. Expert in Grafana, SQL, RCA. Available for B2B.

Mexico

Message

What I'm looking for

I'm available for international B2B or independent contractor engagements leading major incident response, production operations, cloud troubleshooting, and cross-functional teams.

At LTIMindtree, I lead major incident resolution for critical enterprise platform outages across global environments. I audit ServiceNow and Jira workflows and system telemetry, driving cross-functional efforts that reduced average MTTR from 16 days to under 14 hours.

Previously at Viaccess-Orca, I commanded war rooms for high-concurrency enterprise outages, coordinating Tier 3 engineers, platform leads, and vendors within strict SLA windows. I leveraged Grafana, SQL, log parsing, and API triage to isolate bottlenecks across multi-cloud systems.

I also built operational runbooks, SOPs, automated paging workflows, and post-incident practices (PIR/RCA) that turn outages into permanent fixes and stronger infrastructure. My technical domain spans OTT, IPTV, SaaS, distributed networks, servers, and databases.

Earlier, I supported enterprise SaaS operations at LiveVox and managed database/server infrastructure at HP Enterprise Solutions. I hold a degree in Economics alongside hands-on production engineering, crisis communication, and cross-functional leadership across global time zones. Available for international B2B / Independent Contractor engagements.

Experience

Work history, roles, and key accomplishments

Current

Senior Specialist Operations Lead

Current

LTIMindtree

Jan 2026 - Present (8 months)

Leads major incident resolution for critical enterprise platform outages, reducing MTTR from 16 days to under 14 hours. Facilitates post-incident reviews and communicates with global stakeholders during crises.

Major Incident Management ServiceNow Jira Grafana MTTR Reduction Post Incident Review Stakeholder Communication

Technical Lead & Major Incident Manager

Viaccess-Orca

Apr 2022 - Jan 2026 (3 years 9 months)

Commanded incident bridges for high-concurrency enterprise outages, engaging Tier 3 engineers and vendors under SLA windows. Improved incident resolution through runbooks, automation, and preventive governance.

Major Incident Management Grafana SQL Log Analysis Azure Multi Cloud Run Books SOPs Problem Management

Senior IT Operations & Technical Support Lead

Viaccess-Orca

Oct 2020 - Apr 2022 (1 year 6 months)

Resolved complex IT production incidents through L2/L3 triage and deep log analysis. Designed centralized runbooks in Confluence and Jira to standardize incident response.

L2 L3 Support Log Analysis SQL Confluence Jira Incident Management Knowledge Management

Tier 2 Technical Support & Integration Specialist

LiveVox

Nov 2012 - Dec 2019 (7 years 1 month)

Monitored and triaged enterprise SaaS platform issues, using SQL and log analytics to restore service for high-concurrency client environments. Managed production incidents and maintenance releases.

SQL Log Analytics SaaS Incident Management Ticketing Systems