Open to opportunities

Froilan Solido

@froilansolido

Message

I lead global application support and IAM operations, using AI to streamline incident resolution.

Philippines

Message

What I'm looking for

I'm looking to lead technical support and operations teams, solve complex access and application challenges, and build scalable AI-enabled workflows in a collaborative engineering culture.

At Netflix, I lead IAM support operations across business units, vendor partners, and engineering teams. I built GenAI tools for knowledge retrieval and incident investigation while standardizing global support through runbooks, escalation pathways, and change control.

I've supported high-availability trading infrastructure at CBOE and spent years at TELUS leading application support, outage response, defect management, and escalations. I bring deep ITIL-based operational leadership, technical troubleshooting, and team mentoring experience.

Experience

Work history, roles, and key accomplishments

Current

Technology Experience Specialist / IAM Support Lead

Current

Netflix

Aug 2022 - Present (4 years 2 months)

Served as primary stakeholder manager bridging business units, external vendors, and engineering teams to resolve complex application and access issues. Established and led an operational support function, managing ticket queues, shift coverage, and regional escalations, while spearheading GenAI initiatives to automate workflows and streamline knowledge retrieval.

IAM Stakeholder Management Incident Management GenAI Prompt Engineering Agentic AI Jira Confluence ITIL Change Management Documentation Knowledge Management

Operations Center Engineer

CBOE

May 2022 - Jul 2022 (2 months)

Delivered technical support and operational oversight for financial exchange systems and trading market infrastructure supporting regional exchange affiliates in Tokyo and Sydney.
Maintained continuous application health monitoring, system environment checks, and infrastructure capacity analysis to ensure high system availability and mitigate operational risk.

Application Support Analyst II

TELUS Digital

Oct 2008 - May 2022 (13 years 7 months)

Served as the primary point of contact for defect management: logged, tested, and documented bugs, and built temporary workarounds to mitigate fallout and escalation.
Handled high-level escalations from other support teams and VIPs; ran knowledge-transfer sessions and training modules for junior members.