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Hector Dartiailh

@hectordartiailh

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IT Service Delivery Manager at Nitro Inc. who cut a 1,000+ ticket backlog by 90%.

Vietnam

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What I'm looking for

I’m looking for remote roles across EMEA/APAC, or an opportunity involving relocation.

At Nitro Inc., I owned delivery for strategic enterprise accounts, including a €650K UK banking implementation and a €200K European bank deployment. I also defined SLAs and escalation paths, and built Grafana dashboards to report delivery health and ROI.

As an Implementation and Support Specialist at Nitro Inc., I reduced a backlog of more than 1,000 tickets by 90% through process redesign, ticket prioritisation, automation, and SLA improvements. I ran L1/L2 support operations and led client onboarding across on-premise and cloud environments.

Earlier, I supported IT and network services at ATG Europe for the European Space Agency HQ and delivered IT support for telehealth tools at GIP ESEA Nouvelle-Aquitaine. I’m ITIL v4 certified, hold FSC security clearance, and am open to remote roles across EMEA/APAC or relocation.

Experience

Work history, roles, and key accomplishments

Senior Product & Implementation Expert

Nitro Inc.

Sep 2022 - Jun 2026 (3 years 9 months)

Owned delivery for strategic EMEA, APAC, and NAMER enterprise accounts, including a €650K UK banking implementation and a €200K TCV European bank deployment. Defined and governed SLAs, escalation paths, and incident response for enterprise clients.

ServiceNow Jira Confluence Grafana SLA Management Incident Management Escalation Management UAT Release Management SOP Development GDPR FSC Team Mentoring

Implementation and Support Specialist

Nitro Inc.

Feb 2021 - Sep 2022 (1 year 7 months)

Ran L1/L2 support operations for enterprise customers and partners, owning SLA compliance, triage, and escalation quality. Reduced support backlog by 90% (1000+ tickets) through process redesign, prioritisation, automation, and SLA improvements.

ServiceNow Jira Confluence SLA Management Incident Management Escalation Management Backlog Reduction Process Redesign Automation Client Onboarding SOP Development Multilingual Support

IT & Network Support Engineer

ATG Europe for the European Space Agency HQ

Nov 2019 - Feb 2021 (1 year 3 months)

Coordinated infrastructure operations across ESA's pan-European network, maintaining continuity of hardware, network, and telecom services. Administered accounts and devices via Active Directory and SCCM.

Active Directory SCCM Windows MacOS Hardware Deployments Asset Lifecycle Management Application Deployment Endpoint Security Regulatory Compliance Security Clearance

IT Support Engineer

GIP ESEA Nouvelle-Aquitaine

Mar 2015 - Oct 2019 (4 years 7 months)

Delivered L1/L2 support for telehealth tools (PAACO-Globule), serving ~7,000 monthly users in liberal/clinical settings. Acted as the primary Technical Referent, coordinating updates, deployments, and communication between users, support teams, and developers.

L1 L2 Support Telehealth Technical Referent User Training Recruitment Onboarding Communication Skills