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Jose Luis Roiz

@joseluisroiz

Major Incident Manager at Thomson Reuters who coordinated recovery for critical outages across global production platforms.

Mexico

Message

At Thomson Reuters, I directed command bridges and cross-functional technical recovery teams during P1/P2 outages across global production platforms. I used ITIL incident, problem, and change management processes and coordinated root-cause analyses to support permanent fixes and workarounds.

Earlier, I administered ServiceNow knowledge and fulfillment workflows at DaVita through Tata Consultancy Services, and coordinated incident response across Mexico, the US, and India at NielsenIQ through Tata Consultancy Services. My experience also includes enterprise infrastructure and systems support at Hewlett-Packard México and Dell México, and database assistance at PEMEX.

Experience

Work history, roles, and key accomplishments

Major Incident Manager

Thomson Reuters

Sep 2023 - Mar 2026 (2 years 6 months)

Directed command bridges and cross-functional technical recovery teams during P1/P2 critical outages across global production ecosystems. Executed end-to-end ITIL framework processes to drive rapid MTTR and mitigate business downtime.

ITIL Incident Management Problem Management Change Management ServiceNow Datadog RCA FedRAMP Stakeholder Communication On Call Management

ITSM & Knowledge Management Systems Administrator

DaVita

Dec 2022 - Sep 2023 (9 months)

Administered and re-architected the ServiceNow Knowledge Base and Knowledge Management System lifecycle, aligning IT operational documentation with ITIL best practices. Automated and optimized technical fulfillment workflows and IT service catalog request lifecycles.

ServiceNow Knowledge Management ITIL Process Automation KPI Reporting SOP Documentation

LATAM Incident Management Lead

NielsenIQ

Oct 2015 - Sep 2022 (6 years 11 months)

Commanded multi-regional technical bridge calls across Mexico, the US, and India to resolve critical infrastructure failures. Enforced strict SLA/OLA thresholds for incident mitigation and facilitated technical post-mortems.

Incident Management SLA Management ServiceNow Problem Management Root Cause Analysis Escalation Management

Site Operations Technical Lead

Hewlett-Packard México

Jan 2014 - Jun 2015 (1 year 5 months)

Directed onsite enterprise endpoint infrastructure operations, hardware provisioning, and tier-2/tier-3 technical escalations. Managed enterprise identity, role-based access control, and user provisioning via Active Directory.

Active Directory RBAC Windows iOS Android MDM Endpoint Security Salesforce Troubleshooting

Enterprise Infrastructure & Systems Support Lead

Dell México

Sep 2009 - Oct 2013 (4 years 1 month)

Administered campus-wide infrastructure operations spanning LAN/WAN architectures, wireless controllers, physical/virtual servers, and enterprise telecom environments. Supervised a technical infrastructure support team and achieved 100% SLA compliance.

LAN WAN Wireless Active Directory VPN SCCM Patch Management Team Leadership Remedy SLA Management QA

IT Systems Support Specialist

L'Oréal México

Mar 2007 - Dec 2008 (1 year 9 months)

Maintained on-premises LAN/Wi-Fi switching environments, endpoint hardware, and core communications stacks including Active Directory and Microsoft Exchange. Delivered technical support and bug diagnostics for proprietary ERP/financial software suites.

Active Directory Microsoft Office LAN WiFi ERP Altiris Software Distribution Incident Tracking

Network & Systems Support Engineer

Softtek Servicios Informáticos

Aug 2006 - Feb 2007 (6 months)

Configured and staged core network infrastructure, focusing on Cisco/Dell routers and managed switches in enterprise client environments. Resolved tiered network and workstation hardware issues within predefined operational SLAs.

Cisco Dell Networking Routers Switche Kintana SLA Troubleshooting

Database Technical Assistant

PEMEX

Mar 2005 - Sep 2005 (6 months)

Assisted in database maintenance, schema integrity checks, and data entry workflows tracking offshore oil platforms and coastal refinery projects. Executed data validation routines and normalization tasks to preserve data accuracy.

Database Maintenance Data Validation Data Entry SQL Data Normalization