William Adala

• Providing operational management and governance to incident and problem management, driving continuous improvement initiatives to uplift process maturity.
• Facilitating root cause analysis activities, including identification of effective corrective actions, coordination and documentation of Post Incident Review (PIR) details for executive reporting.
• Leading internal and third-party technical

• Managing IT processes such as incidents, requests, problem and change management;
• Managing metrics and key performance indicators;
• Developing executive reports, following the evolution of the defined KPIs;
• Defining and maintaining IT processes and services based on best practices;
• Ensuring compliance with agreed service levels and quality on IT services delivery;
• Ensuring compliance of

• Defining and maintaining IT processes and services based on best practices;
• Ensuring compliance of SOX systems and processes;
• Managing metrics and key performance indicators;
• Developing executive reports;
• Establishing continuous improvement in IT processes;
• Defining and managing service flows for changes, incidents and problems.

• Coordinating a remote team of testers, performing quality assurance, functional verification testing of web and mobile application versions.
• Managing defects, formulating and managing test plans.
• Liaising with clients, development and project managers teams, comprised of members located on different continents.
• Discussing and understanding business requirements from clients and product own

• Supporting controls and compliance of different applications on company’s portfolio.
• Performing asset classification, updating and maintaining all necessary control and compliance documentation.
• Ensuring correct functioning of application’s change, incident, problem and access management processes.
• Managing Applications KPIs.
• Analysing changes based on business requirements, maintaining

• Leading a team of support analysts distributed on different continents, according to follow-the-sun model
• Managing incident, problem and access management processes
• Performing SLAs/KPIs management
• Implementing process improvements based on ITIL practices.
• Managing team's knowledge, skill levels, and coordinating training sessions.
• Ensuring compliance with service level agreements.

• Performing service desk related activities, such as providing first level support, access management, to over 60 applications used by the organization's supply chain department.
• Communication and follow-up with higher support levels.
• Monitoring events on Domino and AS400 servers.

Pursued a postgraduate degree in Information Technology Management and Governance.