Csaba Jorasz

Experience

• 

  Gauss Kft.

  Jan 2004 - Aug 2007

  System Administrator
• 

  AFT Europa Ltd

  Jan 2004 - Aug 2007

  System Administrator
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  Lufthansa Systems

  Aug 2007 - Apr 2015

  System Engineer
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  IBM

  Apr 2015 - Nov 2017

  Service Delivery Manager

  As Service Support Manager I was responsible for any operational aspects of the provided Services, supporting the business goals of Deutsche Lufthansa ag.• Ensure that quality services are delivered with regard to the agreed SLA• Design and implement efficient processes to ensure smooth operations• Review and maintain SLA• Estimating the cost and human resource requirements for the operation of the newcomer applications• Incident tracking, reporting and QAR review• Change management (plan, coordinate and review) during the whole Change Management lifecycle• Outage handling and reporting • Maintain the CMDB• Hold and drive the lessons learned sessions• Follow and review the Problem tickets• Build and maintain customer relationships• Drive the service improvement based on the customer expectations• Single point of contact between the customer and the operational teams• Take part on the biweekly, monthly OPS meetings with the customer representatives in Frankfurt• Coordinate the daily work of the engineering teams from the provided service aspect• Design and implement efficient processes to ensure smooth operations• Close contact with the software providers and other 3rd party providers• Actively take part of jour fixe meetings with the software provider Show less

• 

  Lufthansa Systems

  Nov 2017 - now

  Service Support Manager and Application Manager

  As Service Support Manager, I am responsible for any operational aspects of the provided Services, supporting the business goals of• Change management from planning to the PIR during the whole Change Management lifecycle and chairman of the GAC CAB meeting• Major incident manager of Service Operation Budapest (Application Operation and Cloud Operation)• Hold and drive the lessons learned sessions, quality review of the outage report and provide the RCAs• Follow and review the Problem tickets• Build and maintain customer relationships• Close contact with the software providers and other 3rd party providers• Drive the service improvement based on the customer expectations• Incident tracking, reporting • Single point of Contact between IBM/Kyndryl and Budapest Service Operation Show less