Irena Gapova

Experience

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  Axway / Tumbleweed Communications

  Jan 2004 - Jan 2007

  Senior Knowledge and Trend Analysis Engineer

   Communicate and follow up with Support team on customer related issues Organize and maintain support-related knowledgebase Analyze and communicate incorrect customers behavior Analyzing spam messages and writing regular expressions to stop spam. Regularly updating of the AntiSpam Filter Data Analyzing the AntiSpam filters in order to decrease the False Positives Address and communicate any False Positive issues accurately and in time Monitor and provide smooth anti-spam filter releases which are used by company products for scanning spam Show less

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  Hewlett Packard Enterprise

  Sept 2007 - Dec 2011

   Implement the core IT Service Management Processes for the major HP outsourcing accounts within the time and budget Implement and deploy Cross Service Supplier ITSM governance and operations framework  Full Implementation project management (governance, timeline, scope) Implement and align ITSM Processes and Workflow tools Reporting and Process KPI’s set up Preparation of all documentation and materials used during the project including workshop material, Process manuals and work instructions, Process training materials and various assessment and closure reports Problem Management Mentor for the EMEA ITSM Onboarding team Deliver ITSM Processes trainings to the HP delivery and Customer suppliers' organizations Provide support during the evaluation phase when requested, including pre-sales support, validation of Requests for Proposal within a specific service operation to ensure the delivery of the services required into a Service Operation Show less Change Manager and Team Lead Act as a Change Management Team Lead for multiple HP accounts Prepare improvement plans for the accounts and follow-up on the action plan execution Own the day-to-day operation of the Change Management Process for the owning account ensuring the Changes are managed according to the Process, approved and completed successfully Prepare CAB agenda, chair CAB, provide CAB reporting Analyze incidents caused by changes, determines needed actions and follow-up on their execution Prepare reports as required Track account performance according to metrics and acts upon these metricsProblem Manager Own the day-to-day operation of the Problem Management Process (both Proactive and Reactive) for the accounts Manage the end-to-end Problem Records lifecycle  Conduct Root Cause Analysis reports (both for Rеactive and Proactive Problem records) together with the technical engineers Produce Trend Analysis reports Build and maintain the Proactive Problem Management dashboard for the account Responsible for the Process governance and improvement Show less

  • ITSM Process On-boarding Manager

    Aug 2010 - Dec 2011

  • Account Process Manager (Change and Problem Management)

    Sept 2007 - Sept 2010
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  DXC Technology

  Oct 2017 - Jun 2021

  Account Process Manager / Multi-Supplier Operations Problem Management Process Team Lead

   Team Lead of the OI (Operational Integrator) Strategic Problem Management team Responsible for the compliance of Service Levels agreed within the Account for the OI Problem Management Coordinate the execution of the Problem Management Process across the Service Providers, both internal and external Coordinate the production of Root Cause Analysis reports for Critical and High incidents Manage all escalations for any Problem Management issues  Conduct SVLM and Process performance reports and verify them Establish and execute improvement plans ensuring all issues and questions are followed up and escalated as appropriate Prepare and maintain Process and Training documentation Work closely with the Customer counterparts and IT Management Show less

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  Inetum

  Jun 2021 - now

  Business Process Consultant