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Gerardo

Ramirez

Director Technical Support Data Center Americas

Cisco

Gerardo Ramirez, PhD, is Director of Technical Support for Data Center Americas at Cisco, where he leads regional teams delivering customer support and technical operations across complex enterprise environments. With more than 30 years of experience in IT, consulting, PMO leadership, and digital transformation, he has led large-scale initiatives across the Americas, Europe, and Latin America spanning infrastructure, ERP, automation, and customer experience. Gerardo is also Director General of Club Mentes Brillantes, focused on developing technology and innovation talent across industry and education. He holds a PhD in Strategic Planning and Technology Management and certifications including PMP, ITIL, Six Sigma Black Belt, TOGAF, Scrum, and AI Strategy.

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18 February 2026 10:30 - 11:15

Panel | Humans in the loop: Where do support leaders draw the line with agentic AI?

As agentic AI moves from assisting agents to independently handling tickets, drafting responses, and closing cases, support leaders are being forced to define where human oversight still matters. The challenge is no longer whether automation works, but how much autonomy is safe in live environments where errors scale quickly and quietly. Leaders discuss how they are deciding which interactions can safely run end to end, what triggers escalation in practice, and how visibility is maintained when decisions happen at scale. Expect honest perspectives on where boundaries are being set today, where they are already being tested, and what many teams are only realising once systems are live in production.