Open to opportunities

Rafael Cimino

@rafaelcimino

Message

I lead IT service delivery and operations across LATAM and EMEA.

Brazil

Message

What I'm looking for

I'm open to global or LATAM remote roles, including B2B, contractor, and international contractor arrangements. I'm targeting service delivery, IT operations, managed services, technical delivery, regional IT management, and delivery leadership opportunities.

At IBOPE | Fifty5Blue, I lead LATAM infrastructure and operations, directly managing 10 professionals and coordinating approximately 30 more through nine regional IT leaders. I oversee BAU and service delivery across LATAM and additional EMEA countries, supporting an environment of approximately 4,000 global users.

I connect local teams, global stakeholders, vendors, and centralized support organizations to keep services stable, measurable, and aligned with business priorities. My work spans SLA, KPI, CSAT, major incidents, service transition, capacity planning, operational governance, budgets up to R$900K, and vendor performance.

I’ve led critical incident response and service transitions from outsourced to internal operations, including operational readiness, knowledge transfer, handovers, shadowing, and runbooks. I also lead infrastructure modernization, including an MPLS-to-SD-WAN transformation to improve availability, service quality, network capacity, and cost efficiency.

Across security, fintech, logistics, and multinational technology environments, I’ve built ITIL-based operations, managed customer escalations, supported regulated platforms, and developed teams through coaching and performance management.

Experience

Work history, roles, and key accomplishments

Current

IT Infrastructure & Operations Lead – LATAM

Current

IBOPE | FIFTY5BLUE

Nov 2021 - Present (4 years 10 months)

Lead a 10-person team and coordinate 9 LATAM IT leaders, representing approximately 30 indirect professionals, ensuring alignment of priorities, capacity, performance and regional service delivery. Act as Service Delivery Manager for BAU and transitioning services, connecting local teams, global stakeholders, vendors and centralized support organizations across LATAM and additional EMEA countries.

ITSM ITIL SLA CSAT Major Incident Management Service Transition Vendor Management Budget Management OPEX SD WAN MPLS Microsoft 365 Microsoft Teams MDM Service Management Confluence Tanium SCCM Cisco Agile Scrum

Security Engineering Team Lead

trtec

Dec 2020 - Nov 2021 (11 months)

Led an engineering team focused on enterprise security and infrastructure. Managed customer escalations, requirements and delivery, including a critical retention case that required aligning scope and expectations with Sales. Coordinated technical investigations and cross-functional incident resolution.

IT Infrastructure Coordinator

Epay

Feb 2018 - Aug 2020 (2 years 6 months)

Managed IT operations in a regulated financial environment, ensuring reliability, business continuity and compliance. Coordinated stakeholders, customers and technical teams, managed escalations and supported critical incidents. Participated in Agile/Scrum initiatives, audits, controls and governance.

IT Infrastructure Coordinator

Yusen Logistics

Sep 2013 - Nov 2017 (4 years 2 months)

Managed multi-site IT infrastructure and technical support operations in a logistics environment, coordinating teams, vendors and external customers. Managed delivery priorities, operational risks and escalations, including a critical infrastructure restructuring. Implemented ITIL-based service management and managed reporting, governance, compliance, budget and J-SOX requirements.