Ilija Boskovic

Experience

• 

  Telekom Srbija

  Jun 2013 - Jun 2013

  Internship in MPLS telecommunication department
• 

  Euronet Worldwide

  Nov 2013 - Aug 2022

  • Preparing a project plan with action items, timelines and milestones about the assigned projects • Analyzing and documenting project requirements • Resource utilization and engagement according to the previously discussed priority categorization• Managing teams of various sizes with a variety of expertise and experience• Coordinating and managing IT service delivery projects• Client and vendor management• Assessing and mitigating project risks and removing any impediments • Identifying, assessing and analyzing any potential business process changes with the project implementation • Ensuring timely completion of the assigned projects and efficient team member communication- Creating requirement specifications for ITIL processes (Incident management, Request Management, Change Management, Problem Management)- Change Management (SOX IT audit, PCI-DSS, ISO 27001) - Process development and documentation - Onboarding acquisitions, new entities and aligning/standardizing processes (training, handover, coaching) - Process automation - KPI measurements and visualization report generation for company senior management. Adjusting processes and resource utilization based on the regular reporting. - Managing and mentoring a team of 3 process and CSI analysts in IT process improvements and driving IT initiatives by employing resources from other departments within and outside of IT. Show less • Lead and coordinate IT transition projects• Process adaption based on ITIL recommendations• Tool selection, gap analysis and decision preparation• Maintenance and administration of current tool-set• Implementation of new tools into process management• Tools application level ownership and customization activities• Designing & incorporating tools new functionalities based on users feedback and/or performed analysis• Process KPI measurement and reporting via Power BI reporting and third party applications for report automation•Building complex MYSQL queries for data extraction• Continuous improvement of IT processes and methodologies Show less - System monitoring- Monitoring of financial transaction processing from technical point of view- Performing initial investigation in case of problems reported by various internal and external entities- Incident and request management – Being in charge of all ongoing incidents and taking them to the resolution with active participation and coordination between all resolving entities.- Ensuring customer Service Level Agreements are met where applicable.- Troubleshooting undocumented problems based on previous experience- Daily cooperation with ICOs (Visa, Mastercard, UPI, American Express) and their technical departments. Show less

  • Team Lead - Project & Process Manager

    Aug 2019 - Aug 2022

  • IT Process Analyst

    May 2015 - Aug 2019

  • IT System Analyst - Shift Leader

    May 2014 - May 2015

  • IT System Analyst

    Nov 2013 - May 2014
• 

  FIS

  Aug 2022 - Oct 2024

  Team Lead - Senior Technical Project Manager

  - Able to create project plans (AWS/Azure implementations) according to client environments and scope of work using empirical methods and best practices with projected go lives with minimum/no deviations from the original timetable.- Due to seniority managing most complex projects and client environments within challenging EMEA region.- Wearing many hats to help deliver the project on time and within budget. Understanding and sometimes involved in pre/sales, scope and post project delivery process.- Capable of understanding most challenging technical problems and finding ways towards effective resolution.- Dealing effectively with clients with high expectations and very strict deadlines.- Delivering projects within the agreed timeline due to clients quarterly/half year/year end reporting cycles.- Due to expertise tackling risks before they are realized.- Handling multiple projects in parallel at various project stages (8+ projects).- Suggesting solutions for issues that client reports during UAT and employing resources to handle them ASAP.- Coaching about cloud cost savings during project implementation using empirical methods.- Coaching other project managers and helping with any doubts they may have in project delivery.- Handling external or internal escalations targeted towards the project managers. Show less

• 

  Tietoevry

  Oct 2024 - now

  ITIL Change and Problem Manager

  - Responsible for Change and Problem Management processes, ensuring that governance is defined and adhered to. - Facilitate coordination between Change, and Problem Management and other processes. - Member of the Change Advisory Board (CAB), responsible for coordinating and managing the outputs of the board. - Conducts post-implementation follow-up of failed changes to ensure lessons learned and identifying the need for Critical and Major Incident reviews. - Carry out Risk Analysis and Impact Assessment on changes and ensure test plans are carried out to appropriate standards. - Oversee the scheduling of all changes to live IT service environment. - Assign responsibility for change implementation to appropriate resources with IT Services. - Verify user acceptance tests are completed and all defects addressed. - Assess all implemented changes against their objectives. - Enhance, co-ordinate and promote the effective functioning of problem management. - Coordinate the investigation of problems within the unit. - Drive a culture of proactively identifying common faults or areas where reliability can be improved. - Identify Business priorities and ensure investigation and implementation of Problem solutions are prioritized against Business goals and impact. Show less