пропозиції роботи
Michał Rabiej
IS Service & Supply Integration Expert / Project Manager, ITIL® Expert
Kraków,
małopolskie
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Umiejętności
Application Monitoring
HP Service Manager
Zarządzanie incydentami
Umiejętności wywiadów
Zarządzanie IT
IT Operations
Zarządzanie usługami IT
Zarządzanie procesami
Systemy operacyjne
zarządzanie operacyjne
Oracle
Outsourcing
dostarczanie usług
Service Desk
Umowy o poziom usług
Service Lifecycle Management
Zarządzanie usługami
SiteScope
monitorowanie systemów
Przywództwo w zespole
Zarządzanie zespołem
ITIL Expert
Języki
angielski
biegły
niemiecki
podstawowy
Doświadczenie zawodowe
IS Service & Supply Integration Expert / Project Manager
o Provide subject matter expertise to the application and infrastructure teams to ensure that the approach ABB have taken will scale with future demand
o Liaise with deployment teams, GBS operations, and projects to ensure that procedures and standards are followed
o Act as a Global Process Lead by creating governance artefacts that drive internal and external providers, tower managers, coordinators and ABB IS customers to improve the framework in a standardized way
o Run the Global Operations Command Center project:
- an important pillar enabling ABB IS to become a world-class function;
- cross IT-organizational effort, which combines technologies, processes, tools and people from
Infrastructure and Applications RUN department;
- high exposure of the project – ABB CIO, all IS employees, business users;
o Liaise with deployment teams, GBS operations, and projects to ensure that procedures and standards are followed
o Act as a Global Process Lead by creating governance artefacts that drive internal and external providers, tower managers, coordinators and ABB IS customers to improve the framework in a standardized way
o Run the Global Operations Command Center project:
- an important pillar enabling ABB IS to become a world-class function;
- cross IT-organizational effort, which combines technologies, processes, tools and people from
Infrastructure and Applications RUN department;
- high exposure of the project – ABB CIO, all IS employees, business users;
Cloud Hosting Service Manager
o Cloud Hosting team management – coaching, personal development mentoring, maximizing the team’s efficiency, supervising the day-to-day team’s operations, new team members’ recruitment
o Establishment of a robust and reliable relationship with business, understanding their hosting, operational and tactical needs
o Cooperation and collaboration with Service Managers across domains to optimize the service delivery experience towards business
o Validation and prioritization of incoming business demand
o Overall governance, delivery and development of the Cloud Hosting Service within ABB
o Management of supplier relationship and services covering Application Hosting Services, DB Hosting Services, infrastructure delivery and support, including solution proposal analysis, effort estimations and delivery against business demand
o Acquiring new Cloud Hosting Service Customers
o Ensuring that the SLA targets are met
o Continuous improvement of the Service
o Establishment of a robust and reliable relationship with business, understanding their hosting, operational and tactical needs
o Cooperation and collaboration with Service Managers across domains to optimize the service delivery experience towards business
o Validation and prioritization of incoming business demand
o Overall governance, delivery and development of the Cloud Hosting Service within ABB
o Management of supplier relationship and services covering Application Hosting Services, DB Hosting Services, infrastructure delivery and support, including solution proposal analysis, effort estimations and delivery against business demand
o Acquiring new Cloud Hosting Service Customers
o Ensuring that the SLA targets are met
o Continuous improvement of the Service
Operations Desk Service Manager / Principal IT Specialist
o Development of Business-As-Usual(BAU) service within the Operations Desk structure:
o Management, leadership and administration of Operations Desk BAU team
o Recruitment of new team members and technical assessment for other projects
o Manage the quality of services in scope by negotiating, monitoring, and maintaining the agreed Service Levels;
o ITIL Processes design and implementation for new and existing IS hosting solutions
o Design and implementation of the service model and service catalogue
o Infrastructure vendors management from operational perspective
o Acquiring new Operations Desk customers
o Serving as an escalation point for all Operations Desk‘s customers
o Support Service Level Manager as his stand-in
o Management of the support service transition
o Management, leadership and administration of Operations Desk BAU team
o Recruitment of new team members and technical assessment for other projects
o Manage the quality of services in scope by negotiating, monitoring, and maintaining the agreed Service Levels;
o ITIL Processes design and implementation for new and existing IS hosting solutions
o Design and implementation of the service model and service catalogue
o Infrastructure vendors management from operational perspective
o Acquiring new Operations Desk customers
o Serving as an escalation point for all Operations Desk‘s customers
o Support Service Level Manager as his stand-in
o Management of the support service transition
Operations Manager / Senior IT Specialist
o Managing the remote Operations Desk team in India, with the major focus on overseeing of all supported processes in accordance with ITIL framework.
o Creating and reviewing OLA, Availability and Capacity Plan documents
o Creating internal instructions and procedures and keeping them up-to-date
o Serving as a focal point between local application teams and external vendors
o Developing the applications monitoring, alerting and reporting system(in HP SiteScope) in order to ensure their highest reliability and usefulness
o Maintaining and following the appropriate escalation paths
o Performing the onboarding process for new Operations Desk’s customers
o Creating and reviewing OLA, Availability and Capacity Plan documents
o Creating internal instructions and procedures and keeping them up-to-date
o Serving as a focal point between local application teams and external vendors
o Developing the applications monitoring, alerting and reporting system(in HP SiteScope) in order to ensure their highest reliability and usefulness
o Maintaining and following the appropriate escalation paths
o Performing the onboarding process for new Operations Desk’s customers
Operations Desk Specialist, Team Leader
o Service availability and capacity management (including monthly/weekly reporting)
o Establish and maintain availability and capacity plans for each service
o Support included services by handling server questions, troubleshooting and communication towards suppliers
o Investigate incidents and problems, initiate and coordinate changes to restore service
o Verify the quality in resolved incidents and problems related to service availability and capacity
o Define technical requirements on internal and external suppliers
o Establish and maintain availability and capacity plans for each service
o Support included services by handling server questions, troubleshooting and communication towards suppliers
o Investigate incidents and problems, initiate and coordinate changes to restore service
o Verify the quality in resolved incidents and problems related to service availability and capacity
o Define technical requirements on internal and external suppliers
IT Applications Support Specialist
Provide 2nd Level support of a workflow-type application supporting accounts payable process, that includes:
* monitoring interfaces and key elements of the system
* maintain the application and its subsystems
* perform configuration and adjustment of the application according to requirements
* assist and/or perform users acceptance tests of new releases
* cooperate with 3rd Level support and external service providers
* respond to users queries
* identify/suggest/deploy improvements for supported systems or processes
* create reports
* monitoring interfaces and key elements of the system
* maintain the application and its subsystems
* perform configuration and adjustment of the application according to requirements
* assist and/or perform users acceptance tests of new releases
* cooperate with 3rd Level support and external service providers
* respond to users queries
* identify/suggest/deploy improvements for supported systems or processes
* create reports
Incident Analyst
* Creating and maintaining escalation process (both internal and external)
* Taking actions to ensure timeliness of service
* Ensuring that all Support Requests in agents queue are updated
* Monitoring Support Requests that are near to target dates and re*enforce their resolution
* Ensuring escalation process is used:
Ensuring that documented escalation process is used for SRs not handled in target.
* Ensuring that business critical issues (high & medium impacts) are properly escalated, handled and solved in time (chasing resolving groups etc)
* Taking actions to ensure timeliness of service
* Ensuring that all Support Requests in agents queue are updated
* Monitoring Support Requests that are near to target dates and re*enforce their resolution
* Ensuring escalation process is used:
Ensuring that documented escalation process is used for SRs not handled in target.
* Ensuring that business critical issues (high & medium impacts) are properly escalated, handled and solved in time (chasing resolving groups etc)
2nd Level Analyst
* First level support duties
* Coordinating and organizing first level support work
* Supporting first level with complex problems
* Process analysis, creating solutions and procedures
* Coordinating and organizing first level support work
* Supporting first level with complex problems
* Process analysis, creating solutions and procedures
1st Level Helpdesk Engineer
* Technical support for Phillip Morris employees.
* Analyzing and solving IT systems-related problems, setting correct priority and assigning Support Requests to 2nd level support which cannot be solved by 1st line.
* Analyzing and solving IT systems-related problems, setting correct priority and assigning Support Requests to 2nd level support which cannot be solved by 1st line.
Customer Service Advisor
* Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact
* Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages
* Accurate and timely hand off to other resolving teams
* Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages
* Accurate and timely hand off to other resolving teams
Szkolenia i kursy
ITIL v3 Foundation - Certified
ITIL Intermediate: Operational Support and Analysis - Certified
ITIL Intermediate: Release, Control and Validation - Certified
ITIL Intermediate: Planning, Protection and Optimization - Certified
ITIL Intermediate: Service Offerings and Agreements - Certified
ITIL Intermediate: Managing Across the Lifecycle - Certified
ITIL Expert - Certified
“Presentation techniques” – auto presentation and presentation skills
“Two diamonds of communication” training – team and customer communication skills.
"Working together" - Intercultural differences course
Customer Care dedicated English course.
Virtual Team Management.
ITIL Intermediate: Operational Support and Analysis - Certified
ITIL Intermediate: Release, Control and Validation - Certified
ITIL Intermediate: Planning, Protection and Optimization - Certified
ITIL Intermediate: Service Offerings and Agreements - Certified
ITIL Intermediate: Managing Across the Lifecycle - Certified
ITIL Expert - Certified
“Presentation techniques” – auto presentation and presentation skills
“Two diamonds of communication” training – team and customer communication skills.
"Working together" - Intercultural differences course
Customer Care dedicated English course.
Virtual Team Management.
Edukacja
Informatyka i Ekonometria, magisterskie
Uniwersytet Ekonomiczny w Krakowie
Specjalizacje
IT - Administracja
Wsparcie techniczne/Helpdesk
IT - Administracja
Zarządzanie usługami
IT - Rozwój oprogramowania
Zarządzanie IT
Inne
Driving License, cat. B.
Grupy
UEK
Uniwersytet Ekonomiczny w Krakowie, założony w 1925 roku, to jedna z najlepszych państwowych uczelni ekonomicznych w Polsce, a jednocześnie największa uczelnia ekonomiczna w Europie Środkowej.
Absolwenci V LO w Bielsku-Białej
Grupia skupiająca absolwentów, a co za tym idzie wielkich miłośników V LO w Bielsku-Białej :) Pokażmy ilu nas jest!
AFTER WORK
NASZYM CELEM JEST POZNANIE JAK NAJWIĘKSZEJ ILOŚCI NOWYCH ZNAJOMYCH ! Zapraszamy osoby tylko ze ZDJĘCIEM i kompletnym profilem. Nie przyjmujemy żadnych reklamacji.
Pępek świata nazywa sie Kraków- życie kulturalne (i nie tylko) w mieście Kraka
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