Marcelo is the Director of ITSM Support and Platform Visibility at Saks Cloud Services. His responsibilities span across ITSM, including Major Incident Management and CAB, Atlassian JSM, Service Desk and the Integrated Command Center. His team works to fine tune and continuously improve the company’s ITSM processes and ensure appropriate monitoring instrumentation across systems and services. His many years of reliability improvement, operational support, cloud operations, and end user experience dovetail nicely across his current disciplines.