Wil Rivera
Experienced Incident Manager | Improving Global Incident Operations & Stakeholder Engagement | CompTIA CySA+ | ITIL v4 I Future PMP In the Making
- Role
- Global Incident Manager at H&M
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Wil Rivera
As a Global Incident Manager at H&M, I lead efforts to ensure swift and effective…
Experience
Global Incident Manager
Mar 2022 — Present · New York, NY, US
Manage global incident operations with a focus on cybersecurity, using ITIL processes for logging, diagnosing, and resolving up to 30 high-priority incidents monthly ensuring adherence to H&M Group\'s procedures- Report to the Service Owner on operational management and prioritization of critical incidents, improving incident flow and achieving an 85% on-time resolution rate- Manage stakeholder communication and incident-related updates, ensuring effective engagement and maintaining a 98% stakeholder satisfaction rate through clear and timely information sharing- Ensure data integrity and quality assurance in incident records, producing Post Incident Reports that meet 100% of established quality standards and contractual agreements- Evaluate the correlation between business processes and technology products, analyzing the impact of tech incidents on business operations, leading to a 20% reduction in business downtime- Mentor distributed teams in process execution, improving adherence by 25%, and drive the refinement of incident management processes and tools, boosting efficiency by 15%
Education
AVTech Institue
PMP Certificate
2025 — 2025
Hudson County Community College
AAS
2006 — 2009
Per Scholas
CySa+ Certificate
2024 — 2024
Western Governors University
Bachelor of Science - BS
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.