At Acciona IT, supporting Philip Morris International, I lead daily operations for four cloud infrastructure services. I raised SLA compliance from 61% to 96% in five months while ticket volume grew 88%, and helped reduce incident volume by 38% by addressing recurring causes.
I also designed and deployed two LLM agents in production: one classifies ticket intent, and a customer-facing chatbot guides users to the right request type. I lead 5–6 engineers and coordinate a 15+ person follow-the-sun team, while overseeing ITSM governance, vulnerability tracking, and monthly security controls reviews.
