Experience

• 

  Kontsern sozvezdiye

  Apr 2007 - Aug 2018

  Project manager
• 

  Netcracker technology

  Aug 2018 - Sept 2022

  Technical customer support manager

  Customer technical support (L2/L3) for BSS (business support system) and OCS (online charging system). Managing an international team of 6-8 people (support/application analysts, business analysts, developers, QAs).Control of incident/problem resolution, and problem prioritization.Personal resolution of blocking incidents.Root cause analysis.Active involvement in release managementNew features (deviations, change requests) management up to production environment installation.Everyday communications with the customer (Jira, Remedy Force, meetings, emails, chats). Show less

• 

  Razvivay / vk

  Sept 2022 - now

  Technical project manager

  1. Participation in the development of the company's main project - platform razvivay.rf (https://xn--80aafaxhj3c.xn--p1ai/): - generation the reports for the Customer using Kanban methodology: creation of history, evaluation, prioritization, creation of subtasks for executors, control of deadlines, coordination with the customer.2. Managing 2 IT outsourcing projects (in parallel with the main project):- project requirements and commercial proposals preparation;- contract negotiation with the customer;- managing a team of 8-10 people (software and hardware support specialists, developers, system architect, technical writer) to deliver IT services according to ITIL;- SLA control and meet;- reports generation and further approval by the Customer; - customer's IT infrastructure assessment and modernization plan preparation; - subcontractors control while providing services to the customer.Achievements: - SLA metrics calculation methodology was audited, adjustments were made, and SLA metrics increased by 3% on average; - ITIL processes were successfully implemented: service request fulfilment, incident, problem and service level management; in a resultthe time of IT services delivery to the end users was reduced; - SLA metrics in all outsourcing projects were met with no claims from the customer. Technologies used: JIRA, Remedy, NextCloud, ITSM 365, Kibana. Show less