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JOSE-JORGE
HERNANDEZ
IT Operations / Service / Support Manager
Open to Relocation · Americas & International · Available Now
Profile Overview
Customer-centric IT leader with nearly 20 years of experience spanning consulting, operations and mission-critical service delivery — across IBM, Motorola, Huawei and Thales Group.
0Years Experience
0Countries Covered
0Enterprise Clients
0FTEs Managed
THALES GROUP
Apr 2019 – Present · 6+ Years
Senior Manager,
Support & Operations / DevOps
Support & Operations / DevOps
The Americas · Remote / International
- Five-9s SLA — 99.999% uptime maintained for 90+ enterprise customers across multiple tiers
- Led team of 20+ FTEs and sub-teams spanning 6 countries — Managers, Leaders, Senior Engineers
- +25% productivity via automation — ServiceNow, Oracle EBS, PagerDuty, Slack integrations
- Cloud migration, cost optimization & C-level escalation management across the Americas
- Deployed a local LLM knowledge system — async knowledge transfer across time zones
- #1 Manager Worldwide 2022–2025 · anonymous internal employee feedback platform
Career Journey
20 Years of Impact
IBM
SWG Trainee &
IT Specialist Engineer
IT Specialist Engineer
2006 – 2008
3 years
MOTOROLA
Product Marketing
Engineer
Engineer
2008 – 2010
1 year
HUAWEI
Tech Team Leader &
Project Manager
Project Manager
2010 – 2013
3.5 years
THALES GROUP
TAM → SDM →
Sr. Manager / DevOps
Sr. Manager / DevOps
2013 – Present
11+ years
Recognition & Impact
Numbers That Speak
🏆
#1 Manager Worldwide
Thales Group · 2022 · 2023 · 2024 · 2025
Four consecutive years ranked #1 on Thales' anonymous global
employee feedback platform — across all regions and functions.
employee feedback platform — across all regions and functions.
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Service Uptime
99.999% SLA maintained across 90+ enterprise accounts
0%
Cost Reduction
Internal ops costs slashed through process re-engineering
Skills & Expertise
Technical
AWS CloudITIL v4
ServiceNowDocker
SaaS / IaaSSQL / DB2
VPN / CDN / DNSCybersecurity
GSM / 3GPPAI & LLMs
Atlassian SuiteWindows Server
Management
Team LeadershipSCRUM
SLA / OLAKPI & ROI
Budget ControlRisk Mgmt
Change MgmtPre-Sales
Customer SuccessMgmt 3.0
Talent RetentionPoC Execution
Tools & Platforms
Oracle EBSPagerDuty
VS CodeAdobe CC
DaVinci ResolveBlender
Premiere ProUnity / UE
Ollama / SDHTML / CSS
WordPressMobaXterm
Education & Languages
Key Certifications
2026M.S. Artificial Intelligence — U.V.M.
2026B.S. Software Development — U.V.M.
2024AWS Cloud Practitioner
2024CybSafe Cybersecurity Awareness
2022Management 3.0 — Innovatium
2021ITIL v4 — PeopleCert
2018ScrumStudy SCRUM SFC
2011ITIL v3 — Pink Elephant
2008IBM DB2 DBA Certification
2006Cambridge CAE ESOL — C1 English
Languages
Spanish
Native
English
Fluent · Bilingual
Portuguese
Intermediate
French
Basic Proficiency
Open to New Opportunities
Jose-Jorge
Hernandez
Hernandez
IT Operations / Service / Support Manager
Available · Bilingual · Flexible Relocation
