Tomasz Drzazga

Responsible for end to end Service Management and Operational delivery for global middleware platforms and applications.

- Integrated a third party vendor in the support model to provide second line support to enable 24/7 coverage. This includes also preparation of outsourcing contract with the third party vendor.
- Introduced charging model for support services along with improved process to transition from projects to operations.
- Designed and introduced forecasting process to enable effective resource planning and ensure resource flexibility for ad-hoc project requests.
- Generated savings by maturing the cooperation with a third party vendor and increasing their efficiency.
- Developed and introduced release process for critical applications to minimize production incidents and improve relationship with the major customer.
- Designed and introduced CMDB structure for the applications running on the middleware platforms to better support Incident and Problem Management processes.
- Created Service Level Agreements for the middleware platforms.
- Led preparation for a CSV audit which covered Incident, Problem and Change Management processes as well as Development and Testing processes.
- Leads internal teams (+30 FTE) to effectively deliver according to agreed Service Level Objectives.
- Manages Incident and Problem Management processes according to ITIL. This includes resource prioritization between incidents, problems and requests.
- Leads continues service improvement initiatives in the complex environment of internal teams and third party vendors.
- Builds and maintains good working relationship with various clients. Acts as an escalation point for operational issues.
- Provides regular service reports to management including financial and process KPIs, success stories as well as risks and issues.

- Managed releases of in-house developed applications according to ITIL
- Handled and resolved production incidents as second line support specialist
- Analyzed and developed changes to HP Project and Portfolio Management system
- Developed Service Improvement plans to improve Incident and Problem Management processes
- Conducted internal audit of local ITIL processes

- Provided 2nd line support for global business intelligence solution
- Owned ITIL Incident Management Process
- Conducted Service Review with global customer and internal support teams to enhance collaboration
- Onboarded new hires and provided technical trainings for team members
- Prepared incident analysis, statistics and reports for management

- Designed, developed and implemented product database and reporting system for Siemens Mobile Phone Accessories department

- Prepared reports for the board of directors in the Finance&Controlling department
- Resolved customer queries