Nelson Gaspar
Cloud Operations Manager @DocuWare
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WORK HISTORY
Cloud Operations Manager @DocuWare
Germering, DE
Led the department wide implementation of ITSM Frameworks and processes for Incident, Problem, Service request and Change Management - increasing the incident SLA from 30% to above 85%.Maintain and structure the overall cloud operations process framework• Document processes & author SOPs for - Monitoring - On-call compensation - Handling of service interruptions - Tracking & Handling of Operational Issues - Root cause analysis - Collaboration of DevOps teams and Support - Go-live of new services - Azure Cost management and controlling - Emergency plans - Disaster recovery plans• Discuss and implement process changes• Oversee the financial aspect of the general cloud infrastructure• Plan and forecast budget • Collect and aggregate standard Cloud quality metrics Coordinate larger operational incidents across teams• Compile summaries for service interruptions • Support outgoing customer communication Support knowledge exchange and acquisition across teams• Trigger knowledge exchange between Cloud Administrators or DevOps Engineers
EDUCATION
The Hill High School
Grade 12
Damelin
Higher Diploma in Business Management
USB
Senior Management Development Programme
SKILLS
ABOUT NELSON GASPAR
I am a seasoned IT operations leader with over 25 years of experience in information technology and outsourcing. My background spans IT service delivery, operational management, and both vendor and customer relationship management. I have a strong track record of collaborating with clients across diverse industries to ensure the seamless execution of operational contracts, consistently meeting or exceeding service level agreements and driving high customer satisfaction.My expertise lies in optimizing IT processes and identifying opportunities for service improvement, with a focus on automation and efficiency to enhance service quality. I bring hands-on experience across a broad spectrum of IT operations, including Application and Cloud Infrastructure Support, DevOps practices, Service Desk operations, Incident, Problem, and Change Management, Network administration, End User Computing, Continual Service Improvement, and Release Management.Throughout my career, I have demonstrated a commitment to operational excellence, process optimization, and delivering measurable results for both clients and stakeholders.
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