# Ricardo Quinaucho

Ricardo Quinaucho is a remote worker on Himalayas, Incident Manager at NEORIS, based in Ecuador.

Source: https://himalayas.app/@ricardoquinaucho

```text
IT Service Manager at Banco Pichincha who led critical incident response and reduced false alerts by 60%.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Ecuador |
| Authorized to work in | Colombia |
| Salary expectations | 20k-50k USD |
| Job categories | IT Service Manager, Incident Manager, Data Engineer, IT Support Specialist, Database Administrator |
| Skills | IT Service Management, Incident Management, Problem Management, CMDB Architecture, IT Asset Management (ITAM), ITIL, Service Level Agreements (SLAs), IT Governance, Root Cause Analysis, Observability, Data Engineering, ETL, Data Modeling, Business Intelligence, Database Administration |
| LinkedIn | https://linkedin.com/in/ricardo-paul-kino-33568972 |

## About

```text
At NEORIS, supporting Banco Pichincha, I led the incident lifecycle across hybrid cloud and on-premise environments and coordinated crisis response for critical banking services. I also improved observability with Dynatrace, Zabbix, and Grafana, reducing false-alert saturation by 60%.

At DIGITAL CHALLENGERS IT, supporting Diners Club, I designed and administered the CMDB architecture and implemented ITSM platforms aligned with ITIL v4. I also built Power BI dashboards as part of data governance work that maintained 98% SLA compliance.

Earlier, I built ETL pipelines for Telefónica at SOFTCONSULTING and supported banking services, databases, APIs, and microservices at IUVITY and PRODUBANCO. My work spans IT service management, data operations, cloud infrastructure, and database support.
```

## Experience

### Incident Manager

[NEORIS](https://himalayas.app/companies/neoris). Feb 2025 - Feb 2026

```text
Led end-to-end incident and event lifecycle management for high-volume hybrid architectures, including cloud and on-premise environments. Commanded crisis management tables and executed post-mortem analyses to drive preventive actions and continuous improvement.
```

Skills: ServiceNow, Dynatrace, Grafana, Zabbix, Visa-Quota-Monitoring, DevOps, OpenShift, Kubernetes, Linux, AWS, Azure, GCP, VMWare

### CMDB / ITSM / ITAM Manager & Service Desk

DIGITAL CHALLENGERS IT. Jan 2024 - Feb 2025

```text
Designed and administered CMDB architecture, establishing data models and dependency relationships. Implemented ITSM suites aligned with ITIL v4 and integrated discovery tools for real-time asset visibility, achieving 98% SLA compliance.
```

Skills: BMC-Helix, ServiceNow, Jira-Service-Management, Zabbix, AppDynamics, Power-BI, AS-400, Core-Banking, Networking

### Data Engineer & Windows Platform Administrator

SOFTCONSULTING. May 2023 - Jan 2024

```text
Designed and built complex ETL pipelines for massive data migration and transformation. Administered Windows Server and SQL Server infrastructure, ensuring high availability and security, and automated resource provisioning using Terraform.
```

Skills: SQL-Server, SSMS-(Microsoft-SQL-Server-Management-Studio), SSIS, SSAS, ETL, Power-BI, Python, Big-Data, Hadoop, Spark, Windows-Server, AWS, Control-M

### IT Support Specialist & DevOps Support

IUVITY. Aug 2018 - Apr 2023

```text
Diagnosed and resolved complex Level 2/3 issues in REST APIs and banking microservices deployed on AWS and Azure. Optimized stored procedures and SQL queries, and integrated CI/CD pipelines with GitHub Actions.
```

Skills: AWS, Azure, Java, Spring-Boot, Angular, MSSQL, Oracle, PTS, Salesforce, MongoDB, GitHub-Actions, Docker, Grafana, Zabbix, New-Relic

### Service Support Specialist & DB Support Nivel 2

PRODUBANCO. Jun 2012 - Aug 2018

```text
Provided Level 2 support for virtual banking and payment channels, ensuring transactional continuity. Optimized stored procedures and managed transactional security, including digital certificates and HSM modules.
```

Skills: Oracle-DB, SQL-Server, HP-SiteScope, Data-Conversion, SSMS-(Microsoft-SQL-Server-Management-Studio), SSRS, SFTP, AS-400, Windows-Server, Linux

## Education

### ServiceNow

ServiceNow System Admin (In Progress), ITSM, ITOM Discovery, CSDM, Major Incident Mgmt, Event Mgmt, IT Service Management. 2025 - Present

```text
Pursuing System Admin certification; completed ITSM, ITOM Discovery, CSDM, Major Incident Mgmt, and Event Mgmt certifications.
```

### Dynatrace

Real User Monitoring (RUM), Monitoring. 2025 - 2025

```text
Earned the Real User Monitoring (RUM) certification.
```

### Tecnológico Superior España (ISTE)

Tecnología Superior en Desarrollo de Aplicaciones, Application Development

```text
Completed a higher technical degree in Application Development.
```

### Universidad Tecnológica Latinoamérica (UTEL)

Ingeniería en Sistemas Computacionales, Computer Systems Engineering

```text
Pursued a degree in Computer Systems Engineering.
```

### EPEC

Diplomado de Posgrado, Information Security, Database Programming, Systems Engineering

```text
Completed postgraduate diplomas in Information Security, Database Programming, and Systems Engineering.
```

### ITIL

ITIL v4 Fundamentals & Update, IT Service Management. 2019 - 2025

```text
Earned ITIL v4 Fundamentals and Update certifications.
```

### RSA

RSA Back-office Antifraud & Aspect Security Expert, Security & Antifraud

```text
Earned certifications in Back-office Antifraud and Aspect Security Expert.
```

### DEVOPS Colombia

DevOps Foundation & Scrum Foundation, Agile & DevOps

```text
Earned DevOps Foundation and Scrum Foundation certifications.
```

### Coursera

Introducción a Java, Development

```text
Completed an introductory Java course.
```

### Udemy

Liderazgo de Equipos Remotos, Soft Skills

```text
Completed a course on leading remote teams.
```

## Tech stack

- AWS IAM
- Microsoft Azure
- Google Cloud Platform
- Kubernetes
- GitHub Actions
- Salesforce
- F5
- MySQL
- PostgreSQL
- MongoDB
- Oracle
- Hadoop
- Spring Boot
- Terraform
- Python
- Java
- Grafana
- Zabbix
- Linux
- Windows Server
- New Relic
- AppDynamics
- Red Hat OpenShift
- TypeScript
- Docker
- ServiceNow
- Dynatrace
- Power BI
- BMC Helix ITSM
- AWS
- REST APIs
- Angular

To contact Ricardo, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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