Jan Lacny

Experience

• 

  T-Systems International GmbH

  Jul 2008 - Mar 2019

  • 24/7 Escalation of critical (major) incident with customer business impact (CBI) high and critical• Customer dedicated Lead Incident Management / Incident management process responsible• Taking the lead in the management of customer critical situations• Mobilizing Core Production Teams including customer Top-Gun’s • Active tracking of open incidents and performing early escalations• Provide in depth customer knowledge and correlations to critical applications• Responsible for customer specific lead incident management process design • Monitoring and controlling of other tickets and reaction because of missing solutions in time• Incident management process quality improvement• Incident-Tickets Quality improvements and reporting’s• Coordinate resolution activities for INM tickets that are escalated by SDM/MOD/Customer/Vendor or others• Debriefing of CBI high/ critical incidents with affected delivery teams and Core Production Team’s • Pro-active problem management - Reducing of unneeded events • Weekly analysis of incidents with CBI critical/high and follow up of PRM process.• Support information for problem management and RCA-Report• Tracking of corrective action item list from RCA’s• Direct partnership with responsible OPM’s to improve continually critical business services • Proactive recognition of potential jeopardizes• Maintenance of documentation Show less • Responsibility for management and coordination of local ICT initiatives management of the ICT processes team• Reporting and controlling function and management of all issues concerning continuous improvement of TSS SK and partially TSSK.• SPOC for Telecommunication office of Slovak republic, responsible for TSSK to fulfill all related law requirements• Various project management functions in transitions • SPOC for transition (involved in incident and problem management handling & escalations)• Transition steering in customer project in all relevant areas• Steering and managing various international projects• Working as Manager on Duty Show less

  • Business Operation Manager TC Division & TC Delivery

    Oct 2017 - Mar 2019

  • Senior Lead Incident Manager / Crisis Manager

    Jun 2011 - Oct 2017

  • Business Operation Manager

    Jun 2010 - Jun 2011

  • System specialist OC Voice

    Jul 2008 - Jun 2010
• 

  Diebold Nixdorf

  Mar 2019 - now

  Global Incident Manager