David Vega

Background

About David Vega

At bpx, my role as Senior Incident and Problem Process Owner has been pivotal in evolving our ITSM Problem Management program, with a significant transition from on-prem infrastructure to a cutting-edge cloud-based system. Our team has championed an Agile-aligned process overhaul, enhancing system availability and embedding Root Cause Analysis training across various squads. My competencies extend to orchestrating the Major Incident Management process while enhancing Service Desk responsiveness across all reported incidents. Furthermore, I have led numerous investigations into major technology issues across all business channels that have resulted in measurable stability following the implementation of identified preventative actions. By leveraging ServiceNow and Agile methodologies, the team I lead has cultivated a robust ITSM framework that ensures operational excellence and drives continuous improvement in a dynamic IT landscape.