MARCOS PEREZ GALINANES
Malaga
Summary
Global IT Operations Leader with over 20 years of excellence driving ITIL v4 and ISO 9001/27001 aligned technical support frameworks, enterprise automation, and customer success programs for multinational technology organizations. Expert in building high-performing, decentralized engineering teams, and deploying service excellence models across EMEA, AMERS, and APAC. Demonstrated mastery in ITIL v4, service integration, SLA/OLA optimization, and AI-powered automation systems, consistently delivering double-digit improvements in CSAT, NPS, MTTR, and operational costs. Trusted advisor to executive leadership, combining engineering acumen with a strategic vision for scalable, data-driven service excellence.
Overview
22
22
years of professional experience
1
1
Certification
Work History
GLOBAL OPERATIONS TECHNICAL SUPPORT MANAGER
Derivco PTY LTD
10.2023 - 08.2025
- Company Overview: B2B iGaming | Website: Not provided
- Directed multi-regional support team spanning Orlando (US), Gold Coast (AU), Isle of Man (UK), and Malaga (Spain), aligning cross continental teams with 24/5 coverage and ITIL v4 service protocols.
- Engineered SLA transformation, improving First Response SLA from 65% to 99% and triage response from 42% to 98% via intelligent automation and AI triage systems.
- Reduced inbound support volume by 25% through the introduction of AI-driven self service portals, dynamic FAQs (KCS), and service desk triaging.
- Led seamless integration of BMC Remedy with Zendesk CMS, eliminating duplication and enabling unified omnichannel service management.
- Drove strategic OKR frameworks, enabling the team to align deliverables with business priorities and increasing visibility of engineering performance.
- Represented support division in SLT, spearheading service strategy, budgeting, customer satisfaction programs, and operational excellence initiatives.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers (VoC) and internal staff members.
- B2B iGaming | Website: Not provided
- Team Size: 18
- Budget: €2M
TECHNICAL SUPPORT MANAGER - EMEA REGION
ITRS Group
12.2015 - 10.2023
- Company Overview: Financial Software / Monitoring & Analytics | Website: Not provided
- Reengineered technical support delivery model across EMEA, reducing ticket load from 1.4K to 630/month through predictive analytics and automation.
- Slashed average MTTR from 6+ hours to 48 minutes by deploying integrated LZS (Level Zero Solvable) automation using OpenAI and DevOps enhancements.
- Elevated CSAT from 72% to 98.8% and NPS from +4 to +53, using a continuous improvement framework aligned to ITIL v4/ISO 9001:2015 standards.
- Orchestrated Agile-based support coordination with Product and DevOps teams, improving release quality and accelerating bug remediation.
- Enabled service readiness for complex technology stacks (AWS, Azure, Kafka, Kubernetes, Elastic) with zero downtime transitions.
- Coordinated SLA enforcement, support budgeting, and executive reporting using KPI dashboards and 4-box model plans.
- Financial Software / Monitoring & Analytics | Website: Not provided
- Team Size: 8
- Budget: €1.2 M
TECHNICAL SUPPORT MANAGER
Noetica Ltd
06.2012 - 12.2015
- Company Overview: CRM / Contact Centre SaaS | Website: Not provided
- Oversaw support operations for CRM software across EMEA, managing Mitel MiCC outbound platforms with Windows Server/SQL backbone.
- Led network architecture design for cloud-based call center environments, achieving 99.98% uptime SLA.
- Streamlined complex incident escalation matrix into ISO aligned SOPs, reducing average resolution time by 62%.
- Developed stakeholder engagement reports for pre-sales, account reviews, and implementation lifecycle touchpoints.
- Consolidated fragmented support functions into a high-performance unified team model, increasing employee NPS by 47%.
- Delivered executive level service reviews with key accounts and C-levels to ensure service alignment and strategic delivery.
- CRM / Contact Centre SaaS | Website: Not provided
- Team Size: 5
GLOBAL APPLICATION SUPPORT MANAGER
Aegis Media
07.2011 - 06.2012
- Company Overview: Website: Not provided
- Website: Not provided
INTERNATIONAL I.T. DIRECTOR
John Ryan International
09.2008 - 07.2011
- Company Overview: Website: Not provided
- Website: Not provided
TECHNICAL SUPPORT SPECIALIST CONSULTANT
Map of Medicine / NHS
03.2006 - 09.2008
- Company Overview: Website: Not provided
- Website: Not provided
SENIOR CLIENT SUPPORT TIER II ENGINEER TEAM LEADER
Mblox ltd.
05.2003 - 03.2006
- Company Overview: Website: Not provided
- Website: Not provided
Education
Bachelor of Science - Computer Science Specialist
Colegio Hogar San Roque
01.1991
Bachelor of Science - Assistant Technical Electrician
Colegio Hogar San Roque
01.1989
Skills
- Team leadership
- Service Level Management
- Global team empowerment
- Cross-functional collaboration
- Strategic leadership and vision
- OKR, SLA/OLA, and KPI optimization
- Elastic Stack / observability platforms
- ITIL v4, ISO 9001 process architecture
- Agile
- DevOps
- CI/CD
- JIRA systems
- AI/ML automation and self-service systems
- Cloud (AWS, Azure, GCP)
- Kubernetes
- Docker
- Time-zone Management
- Customer Satisfaction
Certification
- ITIL v4 Strategist: Direct, Plan & Improve
- PRINCE2 Project Management
- CompTIA Security+
- DevOps Foundations
- Outward Mindset Leadership - Arbinger Institute
- Organizational Health - Table Group
Languages
English
Spanish
Portuguese
Tech Stack And Tools
- Systems: Windows Server (Wintel), Linux (RHEL/Ubuntu), macOS
- Cloud: AWS, Azure, GCP | CMS/ITSM: Zendesk, BMC Remedy, ServiceNow
- Monitoring: Kibana, Grafana, Elastic Stack, Nagios, Geneos
- Languages: Python, Java, C#, HTML, JSON, Perl.
- Containers: Kubernetes, Docker | DevOps: JIRA, CI/CD pipelines
- Databases: MS SQL, PostgreSQL, MySQL, Oracle, Sybase
- Networking: Cisco, CheckPoint, TCP/IP, SIP, Load Balancers, LDAP, AD, Ms365
Timeline
GLOBAL OPERATIONS TECHNICAL SUPPORT MANAGER
Derivco PTY LTD
10.2023 - 08.2025
TECHNICAL SUPPORT MANAGER - EMEA REGION
ITRS Group
12.2015 - 10.2023
TECHNICAL SUPPORT MANAGER
Noetica Ltd
06.2012 - 12.2015
GLOBAL APPLICATION SUPPORT MANAGER
Aegis Media
07.2011 - 06.2012
INTERNATIONAL I.T. DIRECTOR
John Ryan International
09.2008 - 07.2011
TECHNICAL SUPPORT SPECIALIST CONSULTANT
Map of Medicine / NHS
03.2006 - 09.2008
SENIOR CLIENT SUPPORT TIER II ENGINEER TEAM LEADER
Mblox ltd.
05.2003 - 03.2006
Bachelor of Science - Computer Science Specialist
Colegio Hogar San Roque
Bachelor of Science - Assistant Technical Electrician
Colegio Hogar San Roque
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