Sam Lima
@samlima
I lead cloud service delivery and major incident response for global enterprise operations.
MexicoWhat I'm looking for
At Oracle Global, I owned end-to-end incident management for 150+ monthly incidents, led 15–20 P0/P1 responses each month, and improved MTTR by 10% and MTTA by 20%.
I've led cloud service delivery, major incident management, and global IT projects across Oracle, Ellucian Technology, DXC Technology, Flextronics, and Continental Automotive. My work spans Cloud/SaaS, IaaS, PaaS, ITIL change and problem management, SLA/KPI governance, executive reporting, vendor coordination, and 24/7 operational continuity across the USA, EMEA, and Asia.
I build practical processes, coach global teams, and use post-incident reviews, automation, and service data to reduce repeat issues, strengthen resilience, and improve customer outcomes.
Experience
Work history, roles, and key accomplishments
Owned end-to-end incident management, achieving 95% SLA/SLO compliance across 150+ monthly incidents. Led Major Incident (P0/P1) response, managing 15–20 critical incidents/month with rapid triage and escalation.
Delivered end-to-end project planning, managing scope, timelines, and milestones across 10+ concurrent initiatives with 95% on-time delivery. Governed ITIL Change Management as gatekeeper across dev/test/prod, achieving 80% change success rate and reducing failed changes by 10%.
Established and maintained relationships with business implementation teams, driving improvements in IT engagement for major initiatives. Built and evolved the practice of Incident Management across areas, developing processes and systems to leverage metrics for global improvements.
Researched, designed, developed operations and maintained support services for existing and new business applications and/or information systems solutions. Provided IT training to new colleagues for Incident and Change/Release Management and Problem Management.
Provided overall guidance and support to ensure projects meet business objectives, creating and receiving approval for project plans and charters. Managed multiple complex projects, meeting aggressive deliverable dates and ensuring on-time, within-budget delivery.
Responsible for driving the efficiency and effectiveness of the incident management process in Austin, Texas. Produced management information, including SLAs, KPIs, and reports for the Global Implementation Team.
Responsible for day-to-day monitoring and management of incoming contact channels and agent status to ensure adequate coverage. Trained, coached, and educated Level 1 agents to ensure the highest standards for customer support experience.
Shift Manager
Perot Systems
Jan 2005 - Dec 2007 (2 years 11 months)
Responsible for shift operations on the floor, coordinating several teams to achieve different SLAs and KPIs. Demonstrated ability to operate in high-pressure situations and handle multiple priorities.
IT Call Center Remote Support Engineer
Solectron
Jan 2002 - Dec 2005 (3 years 11 months)
First point of contact for all IT related problems, resolving and assisting remotely in the resolution of customer inquiries. Received incoming calls from different sites of the Americas as well as Europe and Asia.
Education
Degrees, certifications, and relevant coursework
CENEVAL, A.C.
High School Diploma, General Studies
2014 - 2015
High school diploma from CENEVAL, A.C.
IMC, Computer Institute
Diploma, Computer Systems
1987 - 1989
Diploma in Computer Systems Technician from IMC, Computer Institute.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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