Filipa Ribeiro

• Managing Service Delivery for the following teams:

-DevOps

-Cyber Defense

-Business Devlopment (CRM Admin)

-R&D IT

-SysAdmin

-Professional Services IT

• Responsible for the transition of services from Moscow and Minsk to Porto (colocation and the project of the new office set up)

• Deputy head of the IT Department, closely collaborating with and assisting the IT Director

• For SRE (DevOps) and Cyber Defense teams
• Project Management
• Third-party Management
• Responsible for the PCI-DSS audit

• Responsible for all onsite engineering operations within my cluster's countries as the main point of contact. The cluster contained 29 countries (EMEIA and Africa)
• Monitoring the standard services and keep them "Ready for Operation" in compliance with the defined Service Level Agreements
• Managing and evaluating the performance of the local onsite partners for each country
• Drive commonization and standards among EMEIA and Africa regions
• Project management on a region level
• Sustainable service improvement based on CSI
• Capacity and demand planning
• Escalation management

• Build and enhance strong relationships while acting as an escalation point for customers, stakeholders and account teams in the UK. The role also included liaising with agents, resolver groups, third-party vendors
• Incident management
• Problem management
• Change management
• Request fulfillment
• Project management
• Trend analysis and reporting
• Third-party management

• Provided professional troubleshooting expertise to iPhone, iPad, iPod Touch, Apple Watch and Beats headphones with proficient knowledge of iOS operating systems to UK&Ireland customers
• Apple ID account security management
• Provided technical support to AppleCare Junior advisors, Apple Retail Store Geniuses and other Apple internal departments
• Case escalation support