Mario Jovanovic

Experience

• 

  IBM

  Aug 2003 - Sept 2005

  Desktop Support Analyst

  •Providing 2nd level support to IBM customers on various network, database, and applications issues

• 

  PwC

  Jan 2005 - Mar 2021

  • Responsible for overseeing the day to day operations of the Dev/Ops team (6) and offshore App Support (21) in an ITIL structured environment which includes budgets, workload balancing and scheduling, coaching and mentoring, performance management and staff professional development, escalations, as well as SLAs, KPIs, Incident, Problem, Change, Release and Deployment management, continual service improvements.• Operations and Project work (Strategy, Design, Transition, Operations, Improvements, Retirement)• Service support owner for 200 applications across PwC Canada• Defining and managing the service management KPI’s, metrics and reporting for various levels of audience including IT Leadership and the enterprise.• Coaching and mentoring team members to be a high performing team through motivation, assessments and ongoing improvement.• Ensuring the delivery of optimal results within appropriate metrics, including quality, quantity, timeliness, productivity, customer satisfaction, and budget control.• Monitoring and tracking vendor SLA’s against their performance. Own improvement plans and ensure they are regularly reviewed and progressed. Review trends and changes to identify areas of improvement• Developing, implementing, and maintaining service level objectives/agreements that support the business needs• Problem management with root cause, trending and preventive actions• Act as a single point of contact for the customer escalations.• Actively own service risks, controls service costs & improves productivity for customers • Identifying & defining requirements for new services. Ensure such services are professionally introduced & accepted into service.• Lead the continual improvement of Service Delivery standards & practices (ITIL)• Change management coordinator and approver for application support tower, CAB member for change management Show less •Management role leading support teams (onsite and offshore)•Manage and lead complex IT projects for cross lines of business, including document and engagement management systems, CRM using Waterfall, Agile (Scrum)•Responsible for overseeing the day to day operations of the Application and Operations support team L2/L3 (10+) which includes budgets, workload balancing and scheduling, coaching and mentoring, performance management and staff professional development as well as SLAs, CSATs, KPIs, Incident, Problem, Change, Release and Deployment management. •Responsible for status and ticket reports and regular data analysis for trends (Incident, Change and Problem management) Show less

  • Senior Manager - Application Support, Vendor Management

    Jul 2018 - Mar 2021

  • Manager, Application Operations and Support, Technical Lead

    Jan 2011 - Mar 2021

  • Tech Lead (SME) and Project Management work for Enterprise Content Management portfolio

    Jan 2010 - Aug 2016

  • Sharepoint/CRM Dynamics - Operations Support/Administrator

    Jan 2008 - Jan 2011

  • Documentum System Administrator and Support Analyst

    Jan 2005 - Jan 2011
• 

  NATO Communications and Information Agency (NCI Agency)

  Mar 2021 - now

  Service Management and Control