Zimowski

Alexandre Zimowski Perevalo
Application Support Specialist (English / Portuguese)
Lviv, Ukraine (permanent residence in Ukraine)
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Profile
Application support professional with 20+ years across HSBC, Atos and Revolut, including direct hands-on roles in application and
infrastructure support and production incident management. Experienced with L1, L2 and L3 support: log review, root-cause analysis,
database troubleshooting and structured escalation under SLA. Fluent in Portuguese and English, comfortable on phone support for
clients in the US, UK and Brazil, and available for day and night shifts.
Core Skills
• Application support: incident and request handling, root-cause analysis, escalation, SLA ownership
• L1, L2 and L3 support experience, including handover to and from engineering teams
• Log review, application monitoring, and diagnostics across production systems
• Databases: SQL, PL/SQL, Oracle databases
• ITSM and ticketing: ServiceNow, Jira, ITIL 4 (Specialist: Plan, Implement and Control)
• Remote support tools: TeamViewer; web application support
• Shell scripting and automation for routine checks and troubleshooting
• Operating systems: Windows, Linux, Unix
• Shift-based and on-call production support, including out-of-hours rotations
• Cloud exposure: Azure, GCP
• Fluent Portuguese and English, phone-based support for clients in the US, UK and Brazil
Experience
Application and Infrastructure Support Specialist, Atos Aug 2016 to Jul 2019
• Managed ticketing workflows end to end: accurate logging, prioritization and timely resolution.
• Led the Oracle EBS R12 migration from on-premises to Oracle Cloud (OCI), coordinating 34 FTE across Poland, India and
France as support Tech Lead.
• Planned and tested Disaster Recovery Plans; improved SLA and OLA compliance by 15 to 25% and cut manual operational effort
by more than 40% through automation.
Senior Production Support Consultant, HSBC Global Technology Jul 2012 to Aug 2016
• Owned the incident lifecycle on core banking production systems: triage, investigation, escalation and closure.
• Raised and managed problem tickets for recurring issues, driving root cause resolution.
• Conducted daily health checks and monitoring across Oracle and Sybase database environments.
• Used PL/SQL and shell scripting to investigate data issues and automate routine checks; worked a shift-based on-call rotation.
Delivery Manager, Atos (client: Eurocontrol) Jul 2019 to Jan 2021
• Owned change management and SLA compliance for a safety-critical Linux L3 environment with near-zero tolerance for
disruption.
• Coordinated root cause analysis activities feeding back into change governance.
Senior Delivery Manager, Atos Jan 2021 to Sep 2024
• Maintained ITSM governance enforcing ITIL-aligned incident and change management.
• Built standardized ServiceNow ticket templates for request and incident handling.
Senior Technology Manager, Revolut Sep 2024 to Dec 2025
• Coordinated incident management and response across engineering and infrastructure teams, protecting service continuity and
CSAT.
Certifications and Training
• ITIL 4 Specialist: Plan, Implement and Control
• Microsoft Azure Fundamentals AZ-900 (2024)
• Service Delivery Management, ESCP Business School (2023)
Education
Bachelor's Degree in Information Technology / Systems Analysis, Pontifícia Universidade Católica do Paraná, Brazil (2009)
Languages
Portuguese (native) | English (fluent, C1) | Spanish (conversational) | Ukrainian (intermediate) | Polish (basic)