Marcin Kura

Technical Delivery and Management of Bank of America main payment systems to a Global wholesale and commercial environment.
Recovery Management of all Major Incidents impacting BAML payment systems.

• Detection, recording and classification of Incidents across the global estate.
• Take ownership for an Incident and act as the primary level of escalation
• Provide a prompt recovery of business within the specified Service Level Agreement
• Assure that the focus on the Incident resolution is not taken away by other activities
• Functional and hierarchical Escalation of the managed Incidents
• Setting-up and leading conference call or communication bridge
• Responsible for engaging all the relevant support teams, vendor and project resources to drive prompt service recovery
• Draw Service Recovery Plans with named actions and timeline
• Record and publish incident timelines
• Responsible for review, de-conflicting and approval of Planned, Major Requests for Change
• Pre-evaluation and assessment of standard changes
• Ensure that the required level of authorisation is correctly determined and applied to submitted RFC’s
• Chair and facilitate CAB and ECAB meetings
• Maintain and publish Major events calendar to ensure potential clashes between major changes, high risk planned works and events are spotted on time and mitigated
• Chair Post Implementation Review (PIR)
• Responsible for detection, logging and categorization of problems
• Provide Problem Investigation and Diagnosis using industry wide problem solving techniques (PVA, Kepner & Tregoe, Pareto Analysis)
• Organize and Chair Major Problem Review sessions, produce relevant reports to Senior Management
• Recording Known Errors
• Responsible for prompt incident, change and problem communication to senior management and IT community
• Coordinate DR tests and high risk planned works
• Review and Mature processes within the ITIL Service Transition and Service Operations space
• Responsible for organising and providing workshops on new and current ITSM processes and associated toolset
• Review CMDB for incorrect information - highlight bad data or inconsistencies
• Provision / Analysis of Key Performance Indicator (KPI) reports
• Ensure that Incident, Problem and Change processes operate effectively and efficiently, and all opportunities for improvement are identified.