Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

PEDRO EMMANUEL GÁLVEZ GARCÍA

Sr Incident/Problem Manager
Zapopan

Summary

Senior IT professional with 15+ years of experience in Incident & Problem Management, Application Ownership, and Technical Support across global enterprises. Proven track record in leading critical incident response, process design, disaster recovery projects, and cross-functional collaboration. Adept at driving process improvements, automation, and monitoring strategies, while also contributing to project delivery and product lifecycle management. ITIL V3 Foundations Certified, with strong stakeholder communication skills and leadership experience.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Sr. Incident & Problem Manager / Product Owner – Critical Systems

Iron Mountain
11.2024 - Current
  • Lead critical incident bridges, coordinating engineers, application owners, and leadership to ensure rapid resolution and service continuity.
  • Translate operational challenges into documented processes, SOPs, and incident escalation frameworks to strengthen the global 24/7 support model.
  • Proactively manage Datadog and SolarWinds alerts, opening bridges and engaging support teams before issues escalate.
  • Maintain structured chronologies and RCA documentation to build a problem backlog and drive long-term fixes.
  • Drive post-incident review workshops, converting findings into prioritized improvement tasks and assigning ownership.
  • Initiated and implemented a new off-hours escalation coverage model, aligning with managers and securing full compliance.
  • Proposed and deployed proactive Datadog monitoring alerts tied to P2 incident triggers, significantly reducing downtime.
  • Lead Disaster Recovery (DR) planning projects: engage app owners and L3 teams, gather requirements, design failover plans, and validate RTO/RPO compliance.

Application Manager / Product Owner – AML Applications

CitiBanamex
12.2022 - 03.2024
  • Acted as Application Owner (Product Owner equivalent) for 3 critical Anti-Money Laundering applications in a highly regulated environment.
  • Defined and prioritized enhancements, patching, and compliance needs, ensuring audit readiness and continuous improvement.
  • Directed a full application cloning project from concept to production: scoped requirements, secured budget, assigned tasks, managed stakeholders, and led production release.
  • Created roadmaps, diagrams, and project plans for AML systems, ensuring transparency across business and IT teams.
  • Automated reporting by developing a Bash/API script that generated HTML batch status dashboards, emailed automatically to senior management.
  • Facilitated requirement discovery with development and infrastructure teams to optimize batch jobs and automate manual steps.
  • Promoted to Sr. Application Manager & SME for leadership and delivery excellence.

Sr. Technical Support Analyst / Product SME – TrueSight

BMC Software
09.2016 - 12.2022
  • Delivered end-to-end support for TrueSight Capacity Optimization, guiding enterprise customers through discovery, deployment, and optimization.
  • Managed customer pain points and translated them into documented requirements and solutions for product engineering.
  • Led a knowledge modernization project (250+ public KB articles), improving accessibility and reducing support volume.
  • Validated new releases through structured testing, reporting bugs and gaps directly to R&D teams.
  • Partnered with Customer Engineering & Technical Services to resolve cross-platform issues and align product outcomes with customer expectations.
  • Supported Docker/Cloud integrations (AWS/GCP), ETL API testing, and agent deployment.
  • Recognized as SME for leadership and ability to drive both strategic improvements and day-to-day operations.

Support Engineer – SaaS/Enterprise Customers

Elastic
03.2021 - 11.2022
  • Provided L3 SaaS support for Elastic Stack (ELK) to enterprise customers across cloud (AWS/GCP) and on-prem environments.
  • Translated customer needs into bug reports, feature requests, and product feedback for engineering teams.
  • Created and maintained knowledge articles and blog posts, scaling product adoption and reducing incoming tickets.
  • Supported API/JSON-based integrations and helped clients design efficient index/shard structures.
  • Assisted with SSL configurations and secure deployments across hybrid environments.
  • Replicated customer issues in lab environments to validate bugs and propose solutions, acting as bridge between customer and product engineering.

Business Support Specialist – Unix / Application Monitoring

Tata Consultancy Services
08.2014 - 12.2016
  • Owned and maintained batch job monitoring (Autosys) and developed bash/perl automation scripts to improve reliability of trading and swap processes.
  • Partnered with development teams to analyze logs, identify system bottlenecks, and define improvements.
  • Created knowledge documentation and SharePoint resources, standardizing processes and scaling team onboarding.
  • Championed new monitoring methodologies, reducing manual workload and improving SLA adherence.
  • Promoted to Support Specialist & Team Lead, responsible for mentoring new hires and driving adoption of new processes.

IM Tools Automation Analyst / Product SME

Dell IT
09.2009 - 11.2014
  • Managed infrastructure monitoring applications (BMC, SCOM, Empirix, Quest Foglight, Entuity), acting as SME and escalation point for global teams.
  • Led sanity tests and validation for new applications and infrastructure rollouts, ensuring requirements were met pre-production.
  • Defined monitoring requirements and automation scripts to handle server blackouts and avoid customer impact.
  • Partnered with service managers and development teams to define needs, prioritize fixes, and deploy new monitoring tools across the datacenter.
  • Produced metrics, reports, and dashboards for management visibility, improving decision-making.
  • Promoted rapidly to L2 SME, leading adoption of multiple monitoring tools and ensuring alignment with business needs.

Education

Associate of Arts - Cinematography

Universidad De Guadalajara
Guadalajara, Jalisco, Mexico
05.2001 -

High School Diploma -

Preparatoria Regional De La Barca
La Barca, Jalisco, Mexico
01.2001

Skills

  • Incident & Problem Management (ITIL V3 Certified)
  • Project & Product Ownership (end-to-end application lifecycle)
  • Disaster Recovery & Business Continuity Planning
  • Monitoring & Automation (Datadog, SolarWinds, SCOM, Autosys)
  • Cloud & Infrastructure (AWS, GCP, Docker, Kubernetes, Linux/Unix, Windows Server)
  • Database & Scripting (SQL, DB2, Oracle, Bash, PowerShell, Python basics)
  • Stakeholder & Vendor Management
  • Knowledge Base & SOP Documentation
  • SLA management
  • ITIL framework
  • Incident management
  • Problem analysis
  • Analytical mindset
  • Remote support

Certification

ITIL V3 Foundations

Timeline

Sr. Incident & Problem Manager / Product Owner – Critical Systems

Iron Mountain
11.2024 - Current

Application Manager / Product Owner – AML Applications

CitiBanamex
12.2022 - 03.2024

Support Engineer – SaaS/Enterprise Customers

Elastic
03.2021 - 11.2022

Sr. Technical Support Analyst / Product SME – TrueSight

BMC Software
09.2016 - 12.2022

Business Support Specialist – Unix / Application Monitoring

Tata Consultancy Services
08.2014 - 12.2016

ITIL V3 Foundations

10-2011

IM Tools Automation Analyst / Product SME

Dell IT
09.2009 - 11.2014

Associate of Arts - Cinematography

Universidad De Guadalajara
05.2001 -

High School Diploma -

Preparatoria Regional De La Barca

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PEDRO EMMANUEL GÁLVEZ GARCÍASr Incident/Problem Manager