Erik Melchor

Background

About Erik Melchor

With more than 20 years of experience in IT Operations areas. I have been working as IT, Security, Quality and Operations Director, being responsible for the areas of security, quality, processes, governance, security and IT infrastructure and services for operations in Brazil and Argentina. On the Infrastructure and IT areas, I´m responsible for corporate processes governance, internal IT and security areas, managing R$ 20 Mio annual budget, supporting more than employees, distributed in 8 locations between Brazil and Argentina. We are leading digital transformation for operational improvement and stability of our services, focusing on mobility, availability, resilience and security, balancing global guidelines and local needs, seeking corporate compliance and costs efficiency, it is requiring a high sense of orchestration between local and international multifunctional teams in daily operations topics. Acting also as a lead liaison for the senior management team and C Level. I have experience in managing and orchestrating local and international multifunctional teams, suppliers and partners, and their integration and collaboration as a single team as well. I have strong knowledge and operational processes performance, quality assurance, project management, and ITIL (incidents, problems, changes, configuration, asset, licensing, patch & vulnerabilities, capacity, availability, business continuity, service levels, etc.). I have knowledge in cascade and agile project management, software engineering, DevOps, Scrum, Kanban, for IT Infrastructure, SAP and Software Development projects. I would like to highlight initiatives regarding improvements in operational stability, project & service mgmt. and customer satisfaction, increasing SLAs up to 99% and NPS / Customer Satisfaction index from 66 to 82 points. Also supporting deploy of Emergency Crisis Management, Integrated Risk Management and Business Continuity Plan. In the Quality, Processes, Security and Governance areas, we are responsible for the implementation, monitoring and continuous improvement of local and global corporate and operational processes, always with a systemic corporate perspective. We are responsible for obtaining and maintaining ISO 9001, 27001, 27017, 27018, 22301, 14001 and 45001, CMMI-L3, ISAE 3402, SAP and TI-SAX certifications. I am a committed and responsible professional, working as a team spirit, flexible, resilient, collaborative and problem solver.