Experience

• 

  Institut für verbundwerkstoffe gmbh

  Oct 2005 - Aug 2006

  Wissenschaftliche hilfskraft
• 

  Elisa

  Apr 2008 - Jul 2017

  Cyber Security & Service Operations CenterManaging and coordinating remedy actions during Business Critical and Major Incidents. Developing Major Incident walkthrough process using the tools of continuous improvement to tackle root causes.Other responsibilities:• Managing and coordinating Cyber Security Incidents including vulnerabilities and breaches• Ownership of demanding customer escalation cases• Reporting of Major Incidents to management and authorities Service Management / Service Operations CenterWorking in a team to sustain the overview of availability concerning telecommunication services (fixed and mobile network)• Incident management and communication 24/7/365 • Change Management coordination 24/7/365• Maintenance operations to base stations and fixed network components 2009-2013 Business Customer Service Desk2008-2009 Helpdesk

  • Incident Manager

    Dec 2014 - Jul 2017

  • SOC-operator

    Dec 2013 - Dec 2014

  • Service Specialist

    Apr 2008 - Dec 2013
• 

  Management events

  Jul 2012 - Jan 2013

  Marketing intern
• 

  Op financial group

  Aug 2017 - now

  Responsible for Shared Services (Service Control Center & Service Desk) Center of Excellence. OP Service Control Center owner / Incident Communications process owner OP Service Control Center owner / Incident Communications process owner Team Lead of Service Management Center / Incident Communications process ownerImproving service assurance by leading a team of professionals to detect and manage incidents more efficiently. Developing Incident Communications process to ensure efficient information flow to stakeholders. Lead specialist helping to establish and develop work flow and processes of Service Management Center.Main responsibilities:• Leading daily operations of the team• Developing and implementing a walkthough process for Major Incidents• Developing methods for stakeholder cooperation • Defining and developing incident communications tools• Sparring the team with incident communications

  • Head of Shared Services

    Jan 2023 - now

  • Senior Product Owner

    Mar 2021 - Dec 2022

  • Product Owner

    Jan 2019 - Feb 2021

  • Team Lead

    Feb 2018 - Dec 2018

  • Lead Specialist in IT Service Management

    Aug 2017 - Jan 2018