Antonio Frisina
Global IT & Operations Leader
Antonio Frisina
About Me
I lead global IT and operations programs that keep mission-critical platforms resilient while elevating customer experiences. Across SaaS, telecommunications, and enterprise software, I've spent 15+ years transforming support organizations, scaling service delivery, and turning operational data into business outcomes. I partner with executives and cross-functional teams to orchestrate change, embed ITIL and agile practices, and cultivate cultures of accountability and continuous improvement.
- Location Italy • Leading global teams
- Experience 15+ years in IT & Operations
- Focus Customer Support & Service Delivery
- Email info@antoniofrisina.com
- LinkedIn linkedin.com/in/afrisina
What I Do
Resume
Education
2013
Bachelor DegreeBusiness/Managerial Economics - BBA
Business/Managerial Economics degree focuses on developing skills and knowledge in areas such as management, economics, finance, and business strategy.
2006
High school diplomaMathematic and Computer science
This educational background provides a foundation in mathematical concepts, problem-solving skills, and an understanding of computer science principles.
Experience
2020 -
PowerDNSSenior Software Analyst
Direct global PowerDNS and OXaaS operations that serve telco and enterprise customers worldwide. Lead cross-functional squads through ITIL governance, elevate incident and problem management, and translate customer feedback into roadmap execution that safeguards availability and compliance.
2018 - 2019
Epson Europe BVLinux Infrastructure Specialist
Led EMEAR web infrastructure operations, modernizing CI/CD practices and hardening security across Red Hat, Azure, and on-prem environments. Coordinated service delivery with regional teams, automated patch management, and improved uptime with proactive monitoring via Zabbix and Ansible.
2017 - 2019
IBM CloudSystem Administrator
Managed 24/7 operations for global IBM Cloud environments, driving root-cause analysis, security patching, and stakeholder communication across complex Linux estates. Mentored engineers, introduced runbooks, and improved MTTR through data-driven post-incident reviews.
2006 - 2017
Early CareerAdditional Experience
Held progressive IT operations and support leadership roles within telecommunications and managed service providers, laying the foundation for large-scale service delivery excellence.
Operational Leadership
Global Service Delivery
Customer Support Operations
ITIL & ITSM Governance
Incident & Problem Management
Vendor & Partner Management
Change & Release Leadership
Technology Expertise
PowerDNS & DNS Platforms
Cloud Infrastructure (Azure, IBM Cloud)
Automation & Scripting
Observability & Monitoring
Security & Compliance
Core Competencies
- Global Operations Governance
- Customer Experience Strategy
- Service Level Design
- ITIL & ITSM
- Incident Response
- Problem Management
- Change Enablement
- Vendor Negotiation
- Budget & Cost Optimization
- Data-Driven Decisions
- Team Coaching & Mentoring
- Stakeholder Communication
- Continuous Improvement
- Risk Management
- High Availability Architecture
- Security by Design
Certificates
Agile and Scrum Fundamental
ITIL v4
CompTIA Linux+
CompTIA A+
Portfolio
Symphony API Reliability Dashboard
Built an executive-ready observability layer for Symphony-based integrations, blending anonymized API telemetry with operational KPIs so global support leaders could anticipate customer-impacting trends without exposing proprietary data.
- Aggregated rate, latency, and error signals from 30+ endpoints into a single Grafana story with role-based views.
- Implemented privacy-first data contracts and synthetic identifiers to protect tenant specifics while preserving decision-grade insight.
- Cut incident triage time by 28% through auto-generated "hot path" narratives and Slack alerts when thresholds were crossed.
Need a sanitized walkthrough or the anonymized dashboard blueprint? Get in touch.
Global Support Command Center Playbook
Designed the operating model and tooling blueprint for a follow-the-sun command center overseeing SaaS, DNS, and messaging products across EMEA, APAC, and Americas.
- Mapped incident, change, and problem workflows to a unified ITIL framework with automated handovers and shared runbooks.
- Introduced weekly service reviews anchored on NPS, backlog aging, and service cost benchmarks to align operations with business outcomes.
- Enabled leadership to simulate capacity impacts and vendor performance with a lightweight scenario model built in Airtable and Looker Studio.
API Operations Health Snapshot
Produced a privacy-safe sample dashboard that demonstrates how I communicate platform health to executives without exposing tenant-level telemetry. The mock dataset mirrors real KPIs I steward: request volume, median latency, and error rate trends.
- Shows how latency, volume, and error-rate signals align against SLO thresholds in a single narrative.
- Includes annotations for saturation events, making it easy for stakeholders to understand risk at a glance.
- Designed for reuse as a template when onboarding new services into the observability program.
This visualization is based on simulated data; it demonstrates the storytelling structure I use when briefing leadership on service health.
Insights & Testimonials
I share practical playbooks, anonymized outcomes, and partner feedback that highlight how disciplined operations improve customer loyalty and revenue resilience.
Scaling Follow-the-Sun Support
Framework for orchestrating 24/7 SaaS and DNS support across three regions without sacrificing quality or cost controls.
- Introduced unified runbooks and service reviews that raised CSAT by 12 points in two quarters.
- Mapped vendor SLAs to internal SLOs, aligning finance, product, and operations on shared targets.
- Built an escalation matrix that cut mean time to engage engineering by 35%.
VP Operations, Global Telco
“Antonio transformed our service delivery cadence. Regional teams now share one rhythm, incident noise dropped, and we finally have metrics the board trusts.”
Shared with permission as an anonymized excerpt from a 2024 partner review.
Connect on LinkedInPrivacy-First Observability
Key takeaways from a recent industry roundtable on building observability programs for regulated markets.
- Outlined a data-minimization roadmap using synthetic identifiers and tiered retention.
- Shared governance model that keeps security, legal, and operations aligned on telemetry scope.
- Demonstrated KPI storytelling with the Symphony API mock dashboard featured above.
Resilient DNS for a Tier-1 European Operator
Led a multi-DC modernization of the authoritative DNS layer to a high-availability backend with streamlined failover and governance.
- Reduced P95 query latency by 28% during peak traffic through capacity benchmarking and cache tuning.
- Standardized proxy protocol between traffic management and auth tiers to improve traceability.
- Implemented runbooks and health gates that cut failover time from minutes to seconds.
Head of SRE, Global SaaS Platform
“Our incident reviews finally drive action. We’ve halved noisy alerts and moved from firefighting to preventative ops thanks to Antonio’s playbooks and KPIs.”
Excerpt from a 2025 partner retro; company name withheld under confidentiality.
Discuss the SRE playbooksDDoS-Aware Routing & Operations
Pattern for blending rate-limiting, surge buffering, and intent-based routing to keep critical names responsive under volumetric events.
- Cut false-positive blocking by 40% via staged thresholds and canary rules.
- Introduced “rapid-engage” paths that reduced MTTD and MTTR for DNS incidents by double-digit percentages.
- Aligned ops, security, and finance on response costs with clear SLO/error-budget guardrails.
*All metrics and examples reflect real engagements. Company names and sensitive details are anonymized in line with confidentiality obligations.*