Michael Jimenez

Michael Jimenez is a seasoned professional with extensive experience in incident and escalation management across various industries. Currently serving as Senior Manager of Global Escalation Management at Splunk, Michael focuses on restoring service in high-stakes situations to enhance customer sentiment and retention. As ITSM Global Process Owner at Sabre Corporation, responsibilities include overseeing incident, problem, and change management, fostering continuous service improvement, and utilizing ServiceNow for efficient process execution. Michael's background includes roles such as Incident Manager at Altisource, Incident Management Analyst at Ally Financial Inc., and Lead Desktop Engineer at Fujitsu, among others. A commitment to operational excellence is underscored by a diverse career that began in the US Navy, transitioning through various technical and leadership roles within information technology and engineering.