Senior Product Manager

• Dec 2022 - Present

Product Manager - conversational channels - CPAAS

• Jun 2021 - Dec 2022

My contribution in the company is to make OTT channels commercially ready to be sold on the market respecting the value chain.Main responsibilities are:• Ownership of commercial roadmaps, product pricing, profitability and positioning• Pro-actively engage with sales and marketing to drive key focuses such as customer breadth andproduct innovation; Plan and deliver regular sales floor training on the product, processes, and tools• Work with the Technical department Product Owners to set development prioritization and secureoperational excellence• Engage with marketing team on marketing comms and activities• Build and maintain industry knowledge and relationships including market definitions, addressablemarket sizing, competitor landscapes, and partner management

Delivery Product Expert

• Apr 2020 - Jun 2021

My main responsabilities in this role are:• Coordinate and lead delivery of services, to strategic customers.• Secure delivery within the agreed time and have a close dialogue with customers and partners.• Train local identities in delivery and support of Group product portfolio.• Support local identities and set up of customers on Group platforms.• Coordinate with local teams and platforms (incl routing), if required.• Answer technical questions on Group platforms from local identities and strategic customers.• Train and support local identities• Document processes mainly focused on the latest communication channel (Whatsapp, Google Vsms, Viber,..)Strong background in the telco world with mobile phone related business.

Service Delivery Manager

• May 2018 - Apr 2020

- technical interface to the assigned key customer accounts in pre-sales, onboarding, and service management for different countries markets.- Management and training of Support Team (NOC) and knowledge supervision.

Network Operation Center Analyst

• Sep 2016 - May 2018

Network Operation Center (NOC) engineer in the Support team in Madrid providing support for messaging and payment products.my main tasks are:- to provide first level technical support to Content Providers when reporting incidents and technical questions or any other Service Request regarding the performance, implementation or integration of services in production provided by Netsize. - To coordinate with Operators any possible outage, discrepancy, decrease of quality of Service proactively detected or reported by third parties.- To monitor and supervise the correct availability and performance of Netsize's services, products systems and in general the infrastructure on a 24/7 basis.- To provide the necessary means, including escalations and SLA framework capabilities (DRP activations, escalations OOH etc...), to re-establish any possible failure on Netsize services in production. - Escalating to 2nd level technical support to resolve any Service Requests in need of further investigations and/or out of the scope of NOC support.- Managing aggregation and correlation on alarm systems together with infrastructure teams when requested.- Assisting with tests, training, configurations, etc... requested by Customer integrations or any other department in case of high workload activity periods.

Database Administrator

• Aug 2015 - May 2016

- Providing 365x7x24 support in the Mission critical service Team (http://www.oracle.com/us/support/advanced-customer-services/annual-services/solution-support-center/overview/index.html) - alert monitoring on customer database - Providing report on system issues and performance - Level 1 support for customized solutions (FMW, BBDD, SYS, HW) - Single Point Of Contact for customers in order to manage on going issues (Help Desk) - Detailed reporting accesible via web (online 24x7) including hours and minutes of every action. - Permanent connection to customer systems (OCCN). - Integration between the ticketing tools used by the customers and our incidents application. According to this: - ticket escalation to L2.

L2 Technical Analyst

• Oct 2012 - Nov 2014

Providing support to General Electric and British Telecom account - Ticket Acknowledgement - Secondary Investigation and Diagnosis of Incidents - Resolution and recovery of incidents or potential escalation to another resolver group - Closure of incidents - Action in scope Service Requests - Dispatch or reject (with commentary) out of scope Service Requests - Manage trainings of L1 and review quality ticket - Working on knowledgebase and creation of new articles Providing support to General Electric and British Telecom account - Ticket Acknowledgement - Secondary Investigation and Diagnosis of Incidents - Resolution and recovery of incidents or potential escalation to another resolver group - Closure of incidents - Action in scope Service Requests - Dispatch or reject (with commentary) out of scope Service Requests - Manage trainings of L1 and review quality ticket - Working on knowledgebase and creation of new articles

technical support for mobile devices

• May 2011 - Oct 2012

Technical support on iOS devices, answering technical questions, escalating cases to appropriate level, training on new products, setup repairs, backoffice works (mails, log cases) Technical support on iOS devices, answering technical questions, escalating cases to appropriate level, training on new products, setup repairs, backoffice works (mails, log cases)

Technical support for Nokia devices

• Mar 2010 - May 2011

Technical support for Nokia porducts, answering technical questions, escalating cases to appropriate level, training on new products post- sales support with IBM websphere Technical support for Nokia porducts, answering technical questions, escalating cases to appropriate level, training on new products post- sales support with IBM websphere