Hi, I’m Otto Friedenstein

Passionate about technology and its transformative power in business

  • 1999 – 2005

    Bachelor’s Degree Electronics Engineering from the Pontificia Universidad Javeriana.

  • 2005 – 2008

    As a Service Desk Analyst at Schlumberger, I provided first-level IT support to employees in Latin America (LAM), offering technical assistance for Windows-based systems and network support encompassing Virtual Private Networks and Remote Access.

  • 2007 – 2008

    Master of Business Administration (M.B.A.) from the Universidad San Pablo-CEU.

  • 2008 – 2017

    As an IT Incident Management Analyst at Schlumberger, I provided level 2 support in Incident Management and was responsible for administering the ITSM tool (Remedy). I conducted incident trending analysis using Tableau to identify areas for improvement in IT services.

  • 2013 – 2014

    ITIL Expert certified by PeopleCert. Successfully completed all ITIL certifications, including Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement, and Managing Across the Lifecycle.

  • 2016 – 2022

    As a Professor of Business Intelligence at Universidad del Rosario, I taught about integrating Business Intelligence methodologies, tools (Tableau) and data analysis techniques into business organizations and the decision-making process.

  • 2017 – 2018

    As the IT Incident and Problem Management Lead at Schlumberger, my responsibility was to ensure that standardized methods and practices of Incident and Problem Management were applied in the IT organization, and to ensure end-to-end process monitoring. As an ITIL Expert, I provided guidance on the adoption of Service Management best practices.

  • 2018 – 2020

    As an IT Process Manager at Schlumberger, I was accountable for the IT Incident, Problem, and Continuous Improvement Management processes at a global level. My main responsibilities included maintaining up-to-date standards and processes, overseeing process operations, analyzing SLAs and KPIs to identify long-term improvements, and managing the Incident and Problem teams.

  • 2020 – 2023

    As HHO Cloud Operations Manager at Schlumberger, I oversaw the performance and support operations of our hybrid IT infrastructure (on-premises data centers, private clouds, and public clouds). I led the Western Hemisphere Cloud Operations team, managed cloud vendors, and promoted cloud service improvements.

  • 2023 – Present

    As GBS Service Management Practices Manager at SLB, my objective is to improve the quality of services delivered by the GBS organization and enhance customer experience through a continuous improvement approach. I am responsible for developing and implementing service management frameworks, practices, and standards across GBS, aligned with industry best practices.