Experience

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  Metinvest

  Aug 2005 - Oct 2024

  • Managed support structure, monitoring and insuring completion of support requests for large (20 000+ users) multi-location international business company via automated ticketing system, averaging over 7000 user requests per month.• Achieved high customer satisfaction rates by providing optimal customer service (SLA, CSI control).• A user support system was built in accordance with the ITIL methodology and SAP standards to ensure the use of the best world practices.• A successful audit of the company's IT processes and the recertification process of SAP Customer COE at the Advanced level were ensured.• Implemented a metric based system for measuring IT productivity.• Operations Handbooks defined, developed, and implemented.• Implemented many tasks and projects to improve the operational efficiency of users by increasing their level of knowledge, reducing labor costs for operations;• The SAP user training system was built. From the concept (who, what, how and when we teach) to the tools and training of trainers. • Managed the process of training and user support in projects (rollouts and new ones).• Developed the concept and led the implementation of the Role Based Access Control Process.• Organized daily tasks of support groups (90+ experts), their KPIs, resource planning.• Worked closely with related departments (1st and 3rd support lines, as well as with the project office). Show less SAP system upgrade project to version 6.0 + migration to Oracle 11+ to Unicode conversion with the participation of a contractor, including general and detailed planning stages of the project, the organization of iterations of testing each system with the fixation of the results.Project "Storage of file attachments to the content server", including the preparation of the conceptual design, the project plan, the organization of integration testing.Development of software for electronic workflow of requests (access and changes to the SAP system), including:- development of technical specifications;- independent testing and adjustment;- the organization of the general test with report of results;- launch of the project, work with users;- creating roles, instructions, regulating documents, acceptance documentation;- user support. Show less

  • Head of Business Applications Support

    Nov 2012 - Oct 2024

  • Head of SAP implementation department, SAP Customer COE at PJSC "NOTHERN GOK"

    Jan 2012 - Oct 2012

  • Head of Procurement Sector, SAP Customer COE at PJSC "NOTHERN GOK"

    Nov 2009 - Jan 2012

  • A member of the project team, subsequently leading engineer of procurement sector, SAP Customer COE

    Aug 2005 - Nov 2009
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  Epam systems

  Oct 2024 - now

  Delivery manager