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Froilan Carrillo

@froilancarrillo

Operations Manager at ARGANO who established a new operations team and improved project setup turnaround by 10%.

At ARGANO, I established and led a new operations team supporting project setup, scheduling, budget alignment, and delivery readiness. We maintained a 48-hour SLA and 95%+ operational accuracy, while workflow redesign reduced project setup and reporting turnaround by 10%.

At EPAM SYSTEMS, I led a globally distributed application support team of up to 13 engineers, maintaining 95%+ SLA compliance and customer satisfaction above 85%. Earlier, I reduced incident resolution time from approximately six hours to one hour at TCS and helped raise So tek’s CMMI maturity level from Level 2 to Level 4.

Experience

Work history, roles, and key accomplishments

Operations Manager

Argano

Jun 2025 - May 2026 (11 months)

Led operations for project governance, delivery readiness, and resource planning in a high-volume PMO environment. Established a new operations team, improved delivery performance, and maintained high operational accuracy.

Operations Management Project Governance Resource Planning Process Improvement SLA Management capacity management Onboarding Training Documentation

Team Lead / Resource Manager

EPAM Systems

Oct 2024 - May 2025 (7 months)

Led a global Application Support organization, overseeing operational performance, customer success, and workforce planning. Developed high-performing teams and consistently delivered service excellence across enterprise customer environments.

Team Leadership Resource Management SLA Management Customer Success Escalation Management KPI Analysis Performance Management Workforce Planning

Lead Applications Support Analyst / Subject Matter Expert

EPAM Systems

Jul 2023 - Oct 2024 (1 year 3 months)

Served as senior technical and operational advisor for Application Support, mentoring engineers and improving service quality. Acted as bridge between frontline support and leadership, raising individual and organizational performance.

Technical Mentoring Coaching SLA Compliance Escalation Management Performance Reviews Onboarding Knowledge Management Process Improvement

Senior Applications Support Analyst

EPAM Systems

Oct 2021 - Jul 2023 (1 year 9 months)

Provided advanced technical support for enterprise customers on Google Cloud Platform, managing complex incidents from investigation to resolution. Recognized for technical excellence and high customer satisfaction.

Google Cloud Platform Incident Management Customer Effort Score (CES)Escalation Management Technical Documentation engineering collaboration SLA Management

Senior Production Support Analyst L2

Wipro

May 2019 - Oct 2021 (2 years 5 months)

Provided production support for enterprise applications in high-availability environments, ensuring operational stability through proactive incident management and continuous improvement. Developed dashboards and reduced response times.

Incident Management Production Support Root Cause Analysis Change Validation Dashboard Development Process Improvement Documentation Customer Relationship Management

Application Support Engineer

TCS

Aug 2013 - May 2019 (5 years 9 months)

Provided production support for enterprise applications, maintaining high SLA compliance and reducing incident resolution time by over 80%. Investigated and resolved complex incidents across multiple technologies.

Linux Windows Oracle Database SQL Incident Management Root Cause Analysis Process Improvement Knowledge Management SLA Management

Systems Analyst

Softtek

Jan 2010 - Jul 2013 (3 years 6 months)

Partnered with customers and project teams to design, develop, and support business solutions. Led process maturity initiatives and developed VBA-based automation solutions to improve efficiency.

CMMI Process Improvement Requirements Gathering VBA Development Documentation Software Testing Deployment Customer Relationship Management