Omar Antonio Felix Ibarra
Incident Manager & Cybersecurity Incident Handler
CDMX
Summary
Experienced Incident Manager with expertise in ITIL-based incident handling and cybersecurity incident response. Skilled in triage, escalation, and root cause analysis for high-impact incidents, as well as threat detection, containment, and recovery. Strong communicator, ensuring business continuity and resilience through effective cross-team coordination.
Overview
15
15
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Incident Manager Lead
D4 Consultores
12.2024 - 09.2025
- Directed the incident management team, achieving a 30% reduction in mean time to resolution (MTTR) for high-severity incidents.
- Coordinated and escalated critical IT service disruptions, minimizing downtime and ensuring 99.9% service availability.
- Conducted root cause analysis (RCA) and drove corrective actions, preventing recurrence and improving incident closure quality by 25%.
- Partnered with IT, cybersecurity, and business stakeholders, enabling faster decision-making during crises and regulatory reporting compliance.
- Established strong cross-functional relationships, fostering seamless collaboration in high-pressure environments.
Major Incident Manager
Santander Global Technology & Operations
12.2022 - 11.2024
- Served as Incident Manager Representative for the Corporate Investment Bank (New York), leading Major Incident Management processes,
- implementation, and performance metrics across global technology teams.
Led over 120+ critical incidents (P1/P2) annually, ensuring service restoration within defined SLAs and reducing average resolution time by 25%. - Conducted detailed post-incident reviews (PIRs) and implemented process improvements that decreased incident recurrence by 15%.
- Coordinated communications with senior stakeholders and technical teams, maintaining 98% on-time reporting accuracy during high-priority incidents.
- Improved overall service quality and customer satisfaction through timely, transparent updates and proactive follow-up actions.
IT Governance > Incident Manager
Softtek
02.2022 - 09.2022
- Starting the IT Governance of a new customer implementing new IT processes for the incident management under ITIL scope and good practices following up SOPs for the incidents lifecycle management. Proactively monitor events to prevent major incidents and impact on productivity infrastructure Manage weekly uptime and down time reports to the business
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
IT Support Manager
NGX Networks
09.2021 - 02.2022
- Ensure the performance of the help desk and support team, supervise ticket request and incidents lifecycle. Manage high availability coverage within the team meeting customers SLAs, maintaining company services up and running.
- Managed specialist team to provide technical assistance and customer service.
- Coached employees through day-to-day work and complex problems.
Managed Services IT (MSx)
J-Curve Technologies
10.2020 - 09.2021
- Overseeing all new client implementations specifically related to Unified communications as a service, Managed IT Services such as SD-WAN and firewalls. Development of client solutions based on Service level Agreements and Statements, working directly for TPx Communications.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
Project Coordinator
J-Curve Technologies
08.2020 - 10.2020
- Coordination of IT projects. Oversee all aspects of project, set deadlines, assign responsibilities, host daily/weekly meetings and summarize progress of project. This includes preparing reports for upper management regarding status and assigning action items to ensure projects are completing their lifecycle.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
IT Major Incident Manager
Conduent
01.2016 - 07.2020
- Manage high priority production live incidents and coordinate multiple IT team resources such as Network, Server, Development, and applications engineers to mitigate production incidents based on ITILv4 (currently certified) knowledge base.
- Complete record of incident manages on ServiceNow cloud application for real time major incident management such as the Situation, the tasks, actions, resolutions, and root cause analysis.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Provided immediate emergency response and incident management.
Network Operation Center
Conduent
01.2015 - 01.2016
- Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
- Support on incidents that impact sites and provide Tier I support, Leadmeetings with departmental managers to review live time status.
- Monitor Configuration items on Solarwinds
- Coordinated with vendors to resolve any issues or discrepancies promptly, ensuring smooth operations across the supply chain network.
- Optimized power distribution networks for enhanced efficiency and reduced operational costs.
Jr. Web developer
eDesarrollos
06.2010 - 08.2012
- Business Intelligence/Analytics, Javascript/PHP/HTML web development Designed, implemented and monitored web pages and sites for continuous improvement.
- Developed aesthetically pleasing websites through the use of HTML, CSS, and responsive design principles.
- Built website interfaces with HTML and CSS.
Education
Lic. en informática -
Instituto Tecnológico de Hermosillo
Accountant Diploma - undefined
Centro De Bachillerato Tecnológico y de Servicios Núm. 11.
Skills
- Troubleshooting hardware issues
- NOC support specialist
- Knowledgeable in cybersecurity tools for incident response and penetration testing
- Skilled in multiple programming languages: Java, PHP, HTML, and CSS
- Cloud systems administration
- Effective team collaboration and communication
- Event management
- Change Management
- Problerm management and Root-cause analysis
- ITIL framework
Certification
ITIL Foundation Certificate – Peoplesoft • Understanding of IT Service Management (ITSM) best practices, including the ITIL service lifecycle, processes, and continual service improvement. • Familiarity with incident, problem, change, and service request management.
Training
- Comptia Network+ (Network IT Training), Skill Soft.
- Java Model-View-Controller (Software Development), Oracle Latinoamerica.
- Oracle Java programming course (Software Development), Oracle Latinoamerica.
- Training Infochannel Conference (IT software/hardware implementation), Grupo HT Mexico.
- 3CX VoIP communication training
- Cloud Computing Simple|Learn
Timeline
Incident Manager Lead
D4 Consultores
12.2024 - 09.2025
Major Incident Manager
Santander Global Technology & Operations
12.2022 - 11.2024
IT Governance > Incident Manager
Softtek
02.2022 - 09.2022
IT Support Manager
NGX Networks
09.2021 - 02.2022
Managed Services IT (MSx)
J-Curve Technologies
10.2020 - 09.2021
Project Coordinator
J-Curve Technologies
08.2020 - 10.2020
IT Major Incident Manager
Conduent
01.2016 - 07.2020
Network Operation Center
Conduent
01.2015 - 01.2016
Jr. Web developer
eDesarrollos
06.2010 - 08.2012
Accountant Diploma - undefined
Centro De Bachillerato Tecnológico y de Servicios Núm. 11.
Lic. en informática -
Instituto Tecnológico de Hermosillo