Santiago Cruz
About Santiago Cruz
Santiago Cruz serves as a Senior Engineer Field Ops at SITA, where he has worked for 17 years, primarily at Aeropuerto Internacional de la Ciudad de México. He oversees the MEX CUTE staff, ensuring adherence to ITSM standards and managing service desk operations.
Work at SITA
Santiago Cruz has been employed at SITA since 2007, serving as a Senior Engineer Field Ops for SGS Services Operations in the Americas. His role is based at the Aeropuerto Internacional de la Ciudad de México. He is responsible for organizing the coverage and activities of the MEX CUTE staff, ensuring that incidents and changes are managed in accordance with SITA's ITSM standard processes. Cruz also monitors call quality and adjusts shift organization, including skill set changes within the contact center telephony solution.
Education and Expertise
Santiago Cruz studied at the National Autonomous University of Mexico (UNAM). His educational background supports his expertise in operations management and service delivery within the technology and telecommunications sectors. This foundation enables him to effectively oversee service desk operations and contribute to training initiatives for new services and customers.
Background
Cruz has accumulated 17 years of experience in his current role at SITA, where he has developed a comprehensive understanding of operational processes and customer service management. His responsibilities include handling customer complaints and escalations, ensuring that these issues are addressed in a timely and appropriate manner. He also participates in account performance reviews with service and business managers.
Achievements
In his capacity as Senior Engineer Field Ops, Santiago Cruz supervises the performance of service desk agents and defines improvement action plans as necessary. He actively participates in training sessions to support the transition of new services or customers, contributing to the overall effectiveness of the service operations team. His efforts ensure that customer and product/service documentation remains current in the knowledge tool.