Felipe Jimenez Canales
Verified Expert in Engineering
Incident Manager and Developer
San José, San José Province, Costa Rica
Toptal member since January 20, 2026
Felipe is an operations and incident management leader with 10+ years of experience guiding technical teams in high-stakes, enterprise environments. Certified in ITIL, cybersecurity, and incident management, he specializes in designing scalable incident management frameworks, major incident response, and ITIL-aligned operational excellence. Felipe has managed critical incidents and navigated various technologies and complex systems for global firms like IBM, Accenture, HP, and BAC Credomatic.
Portfolio
Experience
- Root-cause Analysis (RCA) - 10 years
- Incident Handling - 10 years
- Incident Response - 10 years
- Problem Solving - 10 years
- Problem Management - 10 years
- Incident Management - 10 years
- Leadership - 2 years
- Team Leadership - 2 years
Work Experience
Regional Operations Leader | Regional Incident Manager
BAC Credomatic
- Oversaw regional operations and incident management for the Kash app across Central America, a flagship digital banking product supporting multiple countries and stakeholders.
- Led the end-to-end design and implementation of the incident management process from scratch, including workflows, documentation standards, quality controls, and execution models.
- Developed scalable incident management frameworks aligned with ITIL best practices, driving measurable reductions in resolution times and improving operational consistency.
- Created detailed operational documentation and playbooks to standardize processes, improve cross-functional collaboration, and ensure repeatable, high-quality incident response.
- Trained and guided technical and operational teams, strengthening incident response capabilities and fostering a proactive, ownership-driven service culture.
- Acted as primary liaison with BAC LATAM stakeholders, leading high-severity incidents, coordinating cross-functional responses, and conducting root cause analyses to ensure stability and resilience.
Major Incident Manager
IBM
- Owned the management of high-impact, customer-facing incidents in a global operations environment. Led technical teams from initial triage through resolution and post-incident review.
- Produced and presented post-incident analyses to internal and external stakeholders, ensuring clear communication, accountability, and alignment on root causes and corrective actions.
- Used advanced Excel analytics and pivot tables to consolidate large datasets, identify incident patterns, and translate operational data into actionable insights for process improvement and leadership decisions.
Incident Manager
Accenture
- Served as the incident manager for the Microsoft account, handling service quality and meeting monthly operational objectives. Coordinated the resolution of critical incidents across multiple teams and stakeholders.
- Led reporting and performance tracking initiatives, using data analysis and Excel pivot tables to monitor trends, measure resolution efficiency, and drive continuous improvement.
- Served as lead for the Microsoft recognition team, supporting engagement initiatives and contributing to overall team performance and motivation.
Incident Manager | Team Lead
HP Inc
- Managed incident coordination for over 500 clients in a high-volume, multi-task environment across the US, Canada, and Brazil. Led escalations, drove rapid issue resolution, and handled direct customer meetings.
- Supported the onboarding of new clients while creating and maintaining operational databases. Optimized internal procedures to improve efficiency, consistency, and overall service quality.
- Delivered training to new hires and provided floor support to a team of 20 analysts, acting as the primary escalation point and day-to-day operational lead.
IT Technical Support
HP Inc
- Provided IT support and problem resolution to end-users.
- Ensured that all solutions were in line with company policies and industry standards.
- Supported various software and platforms, maintaining high levels of service quality.
Project History
Incident Management Implementation
Education
Associate's Degree in Operations Management
INCAE Business School - Costa Rica
Associate's Degree in Computer Networking
Universidad de Costa Rica (UCR) - Costa Rica
Bachelor's Degree in Business Administration
ULACIT - San José, Costa Rica
Certifications
Operations, Process, and Strategy Management
INCAE Business School
Google Cybersecurity Professional Certificate V2
Google | via Coursera
Project Management Using the Agile Methodology
Google | via Coursera
Global Best Practice in IT Major Incident Management
Major Incident Management (MIM)
Leadership: Practical Leadership Skills
Life Progression Project
Leadership: How to influence, inspire, and impact as a leader.
Life Progression Project
The Science of Leadership
Academy of Brain-based Leadership
ITIL V3
VLA
Skills
Languages
Python, SQL
Paradigms
ITIL, Agile
Platforms
Windows, Linux
Storage
Databases
Other
Incident Management, Incident Handling, Incident Response, Problem Solving, Problem Management, Root-cause Analysis (RCA), Administration, Operations, Global Operations, Cisco Networking, ITIL 4, ITIL Continual Service Improvement (CSI), Leadership, Team Leadership, Agile Leadership, Cybersecurity Operations, Cloud, SIEM, Threat Analytics, NIST, Risk Management, Information Systems, Network Analysis, Operations Management, QA Process, Strategy, Documentation, Workflow, Process Flows, Customer Service, Reporting, Data Analytics, Crisis Management, Stakeholder Management, Process Improvement, Cross-functional Collaboration, Key Performance Indicators (KPIs), Decision Analysis, Process Design, Process Flow Design, Operational Workflow, Operational Excellence, Training, Business Continuity, ServiceNow, IT Services
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