Kristian oliver Gutierrrez
@kristianolivergutier
I lead major incidents and turn ServiceNow data into actionable service delivery improvements.
PhilippinesWhat I'm looking for
I run P1 and P2 incidents for Stefanini Philippines’ enterprise engineering and construction account, coordinating technical teams, vendors, and business stakeholders through live outages to restoration. I also provide fixed-cadence stakeholder updates and manage 12 to 15 major incidents each month.
I turn ServiceNow exports of 4,000 to 5,000 monthly incidents into ticket-driver, aging, reassignment, SLA, and MTTR reporting. My analysis identifies ownership gaps, avoidable ticket bouncing, and backlog risks so resolver groups and stakeholders can make practical service improvements.
Experience
Work history, roles, and key accomplishments
Major Incident Manager
Stefanini Philippines
Jan 2024 - Present (2 years 8 months)
Owns P1 and P2 incidents end-to-end for an enterprise engineering and construction account, coordinating technical teams and stakeholders. Produces monthly ticket driver reports, weekly bouncing analysis, aging reports, and MTTR trends from ServiceNow exports.
Education
Degrees, certifications, and relevant coursework
St. Dominic College of Asia
Bachelor of Arts, Multimedia Arts
2012 - 2016
Completed third year of the AB Multimedia Arts program.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
Skills
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