Hector Linares

About Hector Linares

Service Operations | Escalations | Service Management and Delivery | Customer SuccessHighly capable Bilingual Technical Operations and Service/ Program Manager with 20+ years of experience exceeding high-profile Enterprise customers\' expectations. Expert in high-touch Customer Technical Support, Service Governance, and critical incident and Escalation Management in global enterprise-scale environments. Top-performing professional with deep technical knowledge and unique tactical, strategic, planning, and implementation skills. Passionate for achieving objectives on time and on budget. Proven record of supervising and managing teams, projects, and applications; including working with executive-level roles, formulating business requirements and acceptance test plans- Technical / Business Escalations and Critical Incident Management- Customer Experience and Relationship Management- Service Delivery- Technical Project & Program Management and Solutions Delivery- Data-Driven Continuous Process improvement- Strategic & Operational Planning- Technical and Professional growth of global teams

Experience

1. Principal Escalation Manager

   Informatica

   May 2020 — Present · Houston, TX, US

   Manage and supervise Escalations and critical issues for the top value customers of the organization (Min USD $1 million ARR each). Ensure an adequate problem-solving approach and escalation workflow are maintained by the support organization. Strategically plan and execute product upgrades, support process improvements and other engagements. Lead and facilitate work with cross-functional teams including executive and C-level stakeholders. Act as a Liaison with product management teams on new features and bugs; sales teams on opportunities, Professional Services on consulting engagements and with customer success teams on success plans, retention, and cloud consumption.

Education

• Universidad de Los Andes

  PgDIP in Project Management, Project Management

• Universidad de Los Andes

  PgDIP Finance for Non-financial Professionals, Finance

• Pontificia Universidad Javeriana

  BSc Electronics and Telecommunications Engineer, Electronics Engineering

Skills

• Product Support
• IT Service Management
• Management
• Microsoft Exchange
• Disaster Recovery
• Service Management
• Service Delivery
• Technical Support
• Project Delivery
• Business Analysis
• Enterprise Software
• IT Operations
• Enterprise Architecture
• Vendor Management
• Integration
• Project Portfolio Management
• Pmo
• Pmp
• Leadership
• Solaris
• Outsourcing
• Requirements Analysis
• Cloud Computing
• Incident Management
• Market Data
• Information Technology
• Offshoring
• Software Project Management
• System Deployment
• Itil
• Linux
• IT Strategy
• Financial Markets
• Trading
• Agile Project Management
• Technical Management
• Customer Service
• Technology Management
• System Administration
• Pre-Sales