Jakub Barański

Responsible for preparing the solution of Service Management and Service Integration for one of the prospective clients.
Problem Management stream leader at a global Manufacturing leading company in Service Integration engagement. Responsible for client solution review, build, training and user acceptance testing.
Performing the requirements analysis for the tool used as Major Incident Management hub in multiclient environment. Verifying the complexity of the design and providing solution for unified management of more than 20 clients within the same platform. Preparing the business case including benefits, risks and return on investment analysis.
Major Incident and Problem Management Lead at the largest company in Canada, leader in retail. Responsible for leading the team in the critical organizational change period. Closely cooperating with IT Leadership team. Introducing Service Improvements plans and preparing the process for the incoming reorganisation.

Accountable & responsible for the Incident & Problem Management process. Responsible for building effective networks with suppliers, resolve groups, service domains, Change Management and other key stakeholders who impact or are impacted by the Incident management process. Ownership of global Incident and Problem Management data. Manage and monitor open incidents through to resolution and closure, recognize and take control of unallocated incidents, checks incidents for correct prioritization, quality check. Produce post incident reports and identify trends. Provide guidance and assistance to Service Desk. Set up and chair lessons learnt sessions following major incidents

ITIL Foundation Ceriticate in IT Service Management gained.
ITIL Practitioner Certificate in Support and Restore.

 First line support for applications hosted in WRDC especially IBBS, CPC, Flexcube, Citiconnect.
 24/5 support for operators team, on-call support during weekends, close cooperation with managemnt to investigate and eliminate unnecessary workload,
 Experience in using applications such as Autosys, TWS, Virtualtech, Infoman, Microsoft Office package, Netmeeting and others.
 Good knowledge of technical analyst job specification based on job experience,

 Responsible for Citiswitch application knowledge transfer to Warsaw (onsite in London)
 24/7 system monitoring with multiple applications hosted in Warsaw including Flexcube (Autosys and TWS), CPC, IBBS, SMAC, Citiconnect, RCS, IRIS, Citiswitch and Trestel.
 Creating operations documentation especially for Citiswitch and Flexcube TWS,
 Training new staff,

 Coordinating and processing Continuity of Business activities for multiple clients in case of Infrastructure Disaster Recovery including network infrastructure preparation, server hardware reconfiguration and system restoration on HP Unix and Wintel platforms.
 Preparing and updating documentation describing above activities.
 24/7 monitoring of multiple platforms systems hosted by HP Poland.
 Acting as a first line of incident investigation.
 Coordinating work of hardware and system engineers.
 Coordinating work of operators team including workload distribution, problem escalation and responsibility sharing,
 Training new staff.