Felipe Rojas is an experienced professional in incident management and customer engagement within the IT sector, having held significant positions at major companies. Felipe served as Major Incident Manager and Team Lead for IBM@CEMEX from June 2013 to June 2016, where responsibilities included providing guidance during incidents and coordinating support teams. Prior to that, at CEMEX from July 2010 to August 2013, Felipe managed global incidents and problems to restore IT service operations swiftly and minimize business disruptions. Currently, Felipe holds the role of Major Incident Manager at SAP since July 2016, facilitating service restoration for major incidents and participating in decision-making for escalated issues. Additionally, Felipe serves as Digital Customer Engagement Manager, overseeing end-to-end customer engagement for SAP Cloud customers. Felipe began his career as a Remote Support Agent at ACS Business Process de Mexico from October 2006 to May 2010. Felipe holds an Engineer’s Degree in Electrical, Electronics, and Communications Engineering from Universidad Autónoma de Nuevo León, completed in 2005.
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