Open to opportunities

Luis Ydler

@luisydler

Message

Major Incident Manager driving SLA-compliant resilience across enterprise and cloud operations.

Spain

Message

What I'm looking for

I’m looking for an IT Operations role where I can lead P1–P3 incident response, strengthen SLA/MTTR performance, and improve governance through clear RCA and cross-team coordination in enterprise and cloud environments.

I’m a Major Incident Manager and IT Operations professional with 4+ years of experience leading P1–P3 incident resolution across enterprise environments, including PepsiCo Europe and Google Cloud. I’ve maintained 100% SLA compliance and consistently supported critical MTTR targets by coordinating cross-functional teams in high-pressure, global operations.

I work across cloud and high-availability infrastructure with a strong focus on incident governance, service continuity, and operational resilience. From SAP S/4HANA rollout incident communications and standardized RCA documentation to hands-on systems support (Windows 11/Server, Active Directory, and ITSM tools like ServiceNow and JIRA), I ensure services stay stable and recover fast—even during major outages.

Experience

Work history, roles, and key accomplishments

Process Operations Specialist

Randstad S.L.

May 2025 - Jul 2025 (2 months)

Managed 50+ daily automated workflow cases for large-scale data processing, ensuring 100% data integrity and system consistency via JIRA tracking. Resolved financial and compliance-related incidents to improve processing accuracy and audit readiness.

Data Integrity Jira Incident resolution Compliance Support Audit Readiness

Onsite IT Support Specialist

PepsiCo Iberia

Aug 2024 - Apr 2025 (8 months)

Coordinated the migration of 100+ endpoints to Windows 11 and administered security policy exceptions during USB restriction deployment. Led the transition from Zoom to Microsoft Teams/M365 and managed secure access provisioning for PepsiCo Italy financial systems.

Windows 11 Security Policy Management USB Blocking Microsoft Teams Microsoft 365 Access Provisioning

IT Major Incident Manager

PepsiCo Europe

May 2020 - Aug 2024 (4 years 3 months)

Led end-to-end management of P1–P3 incidents across Western Europe (4,500+ users), ensuring SLA adherence and 2-hour MTTR targets for high-severity outages. Coordinated cross-functional incident response and standardized RCA documentation and incident reporting.

Major Incident Management SLA Management MTTR Incident Reports Cross functional Coordination

Onsite IT Technician

Sosmatic S.L.

Apr 2024 - Jun 2024 (2 months)

Maintained 100% operational readiness of executive conference rooms and deployed/configured Windows 11 workstations. Managed user onboarding/offboarding and resolved 10+ daily incidents, administering Active Directory and access/security policies.

IT Support Active Directory Access Control Security Policies Incident resolution

B2B Technical Support Agent

Majorel Iberia S.L.

Jul 2023 - Nov 2023 (4 months)

Resolved complex B2B platform issues for global partners while maintaining 90%+ customer satisfaction under strict SLA conditions. Investigated account and billing discrepancies and de-escalated high-impact partner issues through troubleshooting and cross-team coordination.

B2B Technical Support SLA Management Troubleshooting Partner Issue Resolution Team Coordination

Cloud Support Specialist

Webhelp!

Feb 2020 - May 2020 (3 months)

Resolved 10+ daily technical cases across Compute Engine, VPC, and Load Balancing to support global cloud users. Performed L2 troubleshooting and advised clients on cloud architecture best practices and secure configurations.

Google Cloud Platform Computation Engines VPC Load Balancing L2 Cloud Best Practices Security Configuration Resource Optimization

Education

Degrees, certifications, and relevant coursework

Cisco

IT Customer Support Basics, IT Customer Support

2025 -

IT Customer Support Basics certification (2025).

Oracle

Oracle Cloud Infrastructure Foundations, Cloud Infrastructure

2025 -

Oracle Cloud Infrastructure Foundations certification (2025).

Generalitat de Catalunya

Level II Professional Certification, Computer Systems

2024 -

Professional certification covering assembly & repair of computers, microcomputer systems, departmental network operations, and systems administration.

Microsoft

Azure Fundamentals, Cloud & Microsoft Azure

2023 -

Azure Fundamentals certification (2023).

Microsoft

Microsoft 365 Fundamentals, Productivity & Microsoft 365

2023 -

Microsoft 365 Fundamentals certification (2023).

CompTIA

Linux+, Linux

2023 -

Linux+ certification (2023).

CompTIA

Systems Support Specialist, IT Support

2023 -

Systems Support Specialist certification (2023).

CompTIA

A+, IT Support

2021 -

A+ certification (2021).

PUE Spain

PCAP Python Fundamentals, Programming

2021 -

PCAP Python Fundamentals certification (2021).

Universidad Nacional Abierta

Undergraduate Coursework, Systems Engineering

2013 - 2018

Undergraduate coursework in systems engineering with foundations in systems analysis, logical problem-solving, database management, and SDLC principles.

Universidad de Carabobo

Advanced Coursework, Medicine

2010 - 2018

Advanced medicine coursework including extensive pre-clinical and clinical training, building an analytical mindset for rapid diagnosis and systemic troubleshooting.