CHRISTIAN PUMAYUGRA
New Braunfels,TX
Summary
- Lead global incident management, providing 24/7 on-call support, and reducing downtime through proactive monitoring with Datadog, Splunk, and New Relic.
- Direct cross-functional teams to resolve high-severity P1, P2, and P3 outages, ensuring SLA compliance and improved service recovery time.
- Strengthened cybersecurity posture by implementing patch compliance and vulnerability management processes, reducing risk from unpatched assets beyond 90 days.
- Proven ITIL expertise with ITIL v4 certification, and successful implementation of Major Incident, Problem, and Change Management practices across enterprise environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Starbucks Coffee Company
International
05.2023 - Current
- Coordinate global incident response efforts using ServiceNow, PagerDuty, Slack, and MS Teams, ensuring rapid resolution of business-critical outages.
- Provide 24/7 global support of critical systems in an on-call environment.
- Deliver concise, real-time communications to stakeholders, and executive management during high-severity incidents.
- Maintain detailed incident records and performance metrics in SharePoint.
- Document post-mortem incidents, and collaborate with Problem Management to assess lessons learned, root cause analysis, and long-term solutions.
- Generate KPIs to measure incident response effectiveness and identify trends.
- Engage in weekly Change Advisory Board meetings to identify potential high-severity incidents and follow up on planned changes via ServiceNow and Power BI.
- Identify gaps, and enhance process documentation and knowledge management via Confluence.
- Manage and follow up on projects using Jira and Microsoft Planner.
Major Incident Manager / Patch Coordinator
UnitedHealth Group
San Antonio, TX
06.2019 - 05.2023
- Directed cross-functional teams to resolve major IT outages (P1/P2 incidents), consistently achieving SLA targets.
- Audited ServiceNow incident records for quality, accuracy, and compliance.
- Controlled backlog incidents and improved SLA adherence rates.
- Partnered with Problem and Change Management teams to effectively follow and educate on ITSM processes.
- Generated and presented major incident reports to executive management.
- Trained and mentored new hires on the team, ensuring team capabilities and knowledge retention.
- Led enterprise vulnerability scanning and patching efforts, reducing more than 90 days of unpatched assets, and mitigating security risks.
- Facilitated cybersecurity governance meetings to ensure adherence to software versioning and security policies.
GIDA Product Analyst
Citigroup
San Antonio, TX
04.2018 - 06.2019
- Created, modified, and managed Citi Marketplace product forms using the internal platform, HTML scripting, and SharePoint/GRAMS databases integration.
- Handled daily ticket queues and resolved escalations on time, improving SLA compliance.
- Collaborated with project managers to ensure that business requirements were met.
- Provided customer support via phone, email, and ticketing systems, achieving a 97% customer satisfaction rating.
IT Consultant
USAA
San Antonio, TX
09.2017 - 03.2018
- Managed 10,000+ Active Directory accounts, reducing user lockouts and changing passwords per user requests.
- Troubleshot over 150 incidents weekly, maintaining a 93% first-contact resolution rate.
- Resolved incidents by applying knowledge base articles, documented detailed steps in ServiceNow, expanded the knowledge repository, and reduced duplicate escalations by 20%.
- Delivered customer support through phone, email, and chat.
IT Support Analyst
3A Composites
Guayaquil, Ecuador
02.2016 - 02.2017
- Installed and configured 20 wireless access points for manufacturing locations, improving the internet service for users.
- Diagnosed and resolved application issues impacting plant operations.
- Supported employees in overcoming daily IT challenges, and ensured case resolution.
- Prepared technical reports for leadership, and proposed suggestions to improve network performance in manufacturing plants.
Telecom Auditor
Arcotel Ecuador
Guayaquil, Ecuador
07.2010 - 07.2016
- Audited telecommunication services, including radio, television, wire, satellite, and cable, for compliance with Ecuador's telecommunications law, engineering standards (ITU, IEEE, and FCC), and contractual obligations nationwide.
- Investigated illegal telecommunication vendors, and collaborated with law enforcement on closure operations.
- Generated 360+ technical inspection reports annually and presented findings to senior management and the federal legal department for sanction purposes.
- Analyzed occupancy and coverage performance for 2G, 3G, and cellular technologies to ensure service availability for users.
- Designed and implemented new inspection procedures, improving efficiency by 25%.
- Compiled technical and administrative data to strengthen oversight and regulation of telecommunication services.
Education
Bachelor of Science - Network And Communication Management
DeVry University
Skills
- Incident and problem management
- Change and knowledge management
- ServiceNow expertise
- Datadog, Splunk and New Relic proficiency
- PagerDuty and Jira utilization
- Confluence collaboration
- Patch compliance monitoring
- SLA oversight
- Audit reporting skills
- Analytical problem-solving
- Attention to detail
- Effective communication
- Stakeholder engagement
- Team leadership
Certification
- ITIL v4 Foundation (Axelos)
- ITIL Strategist: Direct, Plan & Improve (Axelos)
- Security Operations Center (ThinkCloudly)
- IT Auditing and GRC (ThinkCloudly)
Timeline
Major Incident Manager
Starbucks Coffee Company
05.2023 - Current
Major Incident Manager / Patch Coordinator
UnitedHealth Group
06.2019 - 05.2023
GIDA Product Analyst
Citigroup
04.2018 - 06.2019
IT Consultant
USAA
09.2017 - 03.2018
IT Support Analyst
3A Composites
02.2016 - 02.2017
Telecom Auditor
Arcotel Ecuador
07.2010 - 07.2016
Bachelor of Science - Network And Communication Management
DeVry University
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