Jesus M Diaz-Perez
People Manager, specialized in Network Operations
Cloud NRE Manager at IBM
Telecommunications professional with 25+ years of experience working in the technical areas of Telecommunications Operators (Engineering, Operations) and used to direct contact with corporate customers and partners, as well as with managed service suppliers.
Ten years of experience as team leader and manager of Network Operations Center and Technical Support in project management, suppliers and support. Used to multicultural environment and cross time zones teams.
Leadership skills and team management, strategic vision, results orientation and implementation, adaptation to change, customer oriented and decision-making ability.
Expertise: ▪ DOCSIS/EuroDOCSIS (Including provisioning systems DATA/Voice) ▪ WiFi (including WiFi controllers) ▪ FTTh ▪ CPE (testing specialist) ▪ Networking and Routing (MPLS, VPN, BGP, OSPF, IS-IS, EIGRP, etc.) ▪ Shell/Perl scripting ▪ KPI/SLA defining, measuring and reporting ▪ TM Forum Career Certified Business Development Manager ▪ TM Forum Career Certified Frameworx Transformation Manager Experience summary and major achievements: ▪ 5 years at IBM Cloud as Network Reliability Engineering Manager, ✔ sponsored the automation of all MOP for troubleshooting and mitigation of incidents.
✔ improved teams procedures to gain efficiency and reduce avoidable mistakes. ▪ 2 years at Vodafone-ONO as Network Operations Manager, ✔ leading insourcing of FTTh operations and launch of a national wide public WiFi service. ▪ 3 years at ONO as NOC Chief, ✔ improving the in time incident resolution for corporate customers from 60% to 89% in average. ▪ 11 years at ONO as Technical Support Specialist (Data/IP area), ✔ participating in insourcing of many third party support services and decreasing customer incidents rates to half. ▪ 1 year at Telefonica R&D as Testing Lab Engineer ▪ 2 years at Arrakis as System administrator and Service Providing Engineer
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Track Record
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Career11
• Leading EMEA shift of the worldwide NRE Team for the Underlay Network operations - Incident management during critical events that impact the network, including internal and external communications, team coordination of repair and then root cause analysis efforts. - Working with vendors in supporting the on-going growth and enhancements to the network infrastructure. - Identifying process improvements to streamline and reduce workflow delivery of NRE responsibilities. - RCA delivery with special focus on lessons learned and improvements. - Responsible for hiring, developing, mentoring and promoting engineering resources according to HR policy. • NRE Automation Project: - Leading the automation project to reduce the amount of manual tasks performed over the production network, aimed to reduce mistakes and response time, with direct impact on network stability and customer confidence.
• Leading Regional Data Center Operations Team: ◦ Intra DC operations and improvements, in coordination with the other regional teams, working in a follow-the-sun scheme. ◦ Directly involved in sourcing and hiring process, in partnership with Recruitment Teams, being able to hire over the last year four contractors and eight operations engineers. ◦ Participating in the Student and Graduate program, with great success, as I was able to issue full time offers to five out of six interns working and learning in the team. ◦ Coaching and developing members of the team, supporting them in their careers. Five members of the team went successfully through our promotion process. • Participating in the global Network Operations, being active in the review of issues to identify improvement opportunities, as well as acting as single point of contact for network escalations during my shifts (on-call rotation shared among all Network Managers within the organization).
* Capacity Planning - Capacity measurements for both legacy and new generation networks, analysing forecasts and possible deviation. - Identifying potential Network issues bases on the Capacity behaviour. * KPI&KQI design and implementation - Design KPI&KQI calculation methods based on Customer requests. - Proposal of new measurements giving real-time and useful information about the real Network status - KPI&KQI defined across different network topology levels. * MV-OSS Technical Lead - Technical Lead for a End-to-End DOCSIS 3.1 HFC network monitoring solution. - Interface between developers (third party) and Customer, and developers (third party) and In-Home Technical Experts - Preparing technical requirements for functional specification - Approval of functional definition documents, based on Customer's requirements and requests and technical specifications - Technical support during System development, implementation and hand-over
▪ Responsible for External Plant of fiber networks: ▫ HFC: external plant for Docsis services, including optical nodes and amplifiers. ▫ FTTH: external plant for Fiber To The Home service, from the OLT to the ONT. ▪ Responsible for Public WiFi Access Network, based on retail (customers) CPEs and Street AP (Cisco and Ruckus technology) ▪ Leading Operations RFP process for projects such Docsis 3.1 deployment
▪ Responsible for Technical Support team for Access&CPEs ▪ Responsible for Docsis network (CMTS and related services such DHCP, TFTP, etc and HFC external plant)
• Responsible for all service and network related technical issues for corporate customers, ensuring issues are resolved within the SLA and to the satisfaction of the customer. • To define execution plans and schedule commitments for the group. • Responsible for the output of the group and driving the vision and priorities of the group, having a deep understanding of corporate business strategy and Customers services. • Responsible for the oversight of high severity outage notifications, updates and tracking to technical and business leaders and user community. • To recommend changes to policies that affect immediate organization and may have an impact on the overall success of function(s), division or business operations. • Partner with internal and external teams to determine root causes on significant incidents and drive any identified problem to resolution. • To coordinate the technical staff in the Global Operations Center, including performance management, development and coaching. • To initiate and drive process changes designed to improve efficiency and customer satisfaction. • To develop standardization and consistency in process and workflow management. • Partner with multiple teams across the organization to identify and track key metrics (KPI). • To ensure the technical staff drives resolution of escalated customer issues. • To ensure proper communication and escalation of maintenance and production issues. • To summarize key elements of technical problems and work with the appropriate technical groups to develop post mortem reports. • Particiate on eTOM project in order to adapt Network Operations procedures to the eTOM frameworks
• To provide Operational areas with a specialist support level, including analysis and planning of Core Network and International Transit capacity. • Manage technical resources and staff in order to complete projects successfully, on time and quality. • Support all special events (network side), from the engineering stage (being aware of time and cost of commissioning and deployment of equipment and network resources) to the technical support along the whole event. • Detect any fault in solutions from Technology Area. • Teach, after releasing of new projects, to 7/24 people. • In charge of external staff involved with projects.
• To provide Operational areas with a specialist support level, including analysis and planning of Core Network and International Transit capacity. • Support all special events (network side), from the engineering stage (being aware of time and cost of commissioning and deployment of equipment and network resources) to the technical support along the whole event. • Detect any fault in solutions from Technology Area. • Teach, after releasing of new projects, to 7/24 people.
• To provide Operational areas with a specialist support level, including analysis and planning of Core Network and International Transit capacity. • Support all special events (network side), from the engineering stage (being aware of time and cost of commissioning and deployment of equipment and network resources) to the technical support along the whole event. • Detect any fault in solutions from Technology Area. • Teach, after releasing of new projects, to 7/24 people.
• Testing new internetworking products after Technology Areas design, and prior to commercial release. • Working with Cisco and 3Com equipment
• Service delivery in touch with enterprise customers. • Customer Services design and delivery. • RIPE technical conact. • Internet servers management (MAIL, DNS/Bind, FTP, HTTP). • Dial-up access (Cisco AS, 3Com TCH, Radius Servers). • Customer FireWall and Routers configuration.
Education1
Activities / Societies: Student Union President Student representative on Faculty Board
Credentials19
Skillsoft
IBM
Career Certified Frameworx Transformation Manager
TM Forum
Application Framework (TAM)
TM Forum
Career Certified Business Development Manager
TM Forum
Business Process Framework Fundamentals (eTOM)
TM Forum
Information Framework Fundamentals (SID)
TM Forum
Frameworx Overview
TM Forum
Life saving First Aid Course
AidUcators
Prevención de Riesgos Laborales - Oficinas y Despachos (Occupational Health and Safety)
MC PREVENCIÓN
