Unico M.
Mid-Level IT Incident Manager
Open to offersNew to PlatformAbout
Unico M. is a seasoned Computer Science Professional with extensive expertise in Major Incident Management. Presently serving at Kyndryl Philippines Inc, Unico leads high-stakes IT critical incident responses, orchestrating cross-functional team efforts for swift resolution and minimal business disruption. At Tata Consultancy Services and Conduent Business Services, he honed his skills in IT Operations, mastering incident escalation, service reliability improvements, and executive communications. Unico’s adeptness at updating incident management processes has significantly enhanced detection and response times. His technical proficiency spans deep knowledge in ITIL, Windows Operating Systems, and network troubleshooting, complemented by hands-on experience with Active Directory and telephony systems. An alumnus of the Polytechnic University of the Philippines, Unico continues to be a reliable team player, committed to strategic IT operations leadership and growth.
Experience
Major Incident Manager
Kyndryl Philippines Inc · 2022 — PresentDirected IT critical incident response by mobilizing teams and resources for swift resolution while minimizing impact. Managed the triage and escalation of incidents, coordinating with internal teams and vendors to meet SLAs. Oversaw the entire incident resolution process, from root cause analysis to implementing effective fixes. Improved incident management by revising playbooks based on past incidents to enhance future response times. Provided executive-level communications during major incidents to keep leadership and stakeholders informed.IT Operations Analyst
Tata Consultancy Services · 2021 — 2022Engaged in major incident management tasks while supporting IT operations. Collaborated with teams to resolve incidents efficiently and ensure minimal disruption to services.IT Operations Analyst II
Conduent Business Services Philippines, Inc. · 2018 — 2021Contributed to major incident management in an IT operations setting, working alongside peers to address incidents and maintain service quality.IT Service Desk Analyst
Transcom Worldwide BV ROHQ · 2016 — 2018Provided support as part of the IT global service desk, addressing user requests and technical issues as needed.IT Shift Lead – SME
Unison Computer Systems Inc. · 2015 — 2015Led IT shift operations at the client site of Jollibee Food Corporation, acting as a subject matter expert in the Information Management Department.Service Desk Operator
Alfardan Group of Companies · 2011 — 2013Managed service desk operations within the Information and Technology Department, handling user support requests and incident tracking.Asst. IT Administrator – Student Assistant
Polytechnic University of the Philippines · 2009 — 2011Assisted in IT administration tasks for the Office of the Vice President for Administration, addressing various IT support needs.
Skills & Expertise
Education
- Bachelor of Science Major in Computer SciencePolytechnic University of the Philippines · 2007 — 2011
- Bachelor of Science in Electrical EngineeringPolytechnic University of the Philippines · 2006 — 2007