Magdalena Jaworska

Experience

• 

  Alcatel-Lucent

  Jul 2011 - Sept 2011

  Junior Engineer GNEIC (Trainee)

  - Support in documentation's design process- Learning in WAN design area

• 

  Atos

  Aug 2012 - Sept 2021

  • Service Framework Creation: Develop a comprehensive service framework based on ITIL best practices.• Global Standards Maintenance: Maintain and improve existing global polices, processes, tools, KPIs, and technical architecture documentation.• Service Orchestration: Coordinate end-to-end services for the domain and other necessary towers/practices.• Global Delivery Standardization: Standardize global delivery processes to enhance maturity.• Solution and Upselling Management: Create or validate solutions and manage upselling proposals.• Project and Transition Validation: Validate and orchestrate projects and transitions to operations.• Automation and Efficiency Management: Oversee automation and efficiency initiatives within the domain.• Service Improvement Plan Management: Manage the continuous service improvement plan.• Audit Assistance: Assist auditors during audits and provide necessary evidence. Show less • SLA/KPI Compliance: Ensure consistent adherence to service level agreements and key performance indicators.• Customer Satisfaction: Enhance customer satisfaction by promptly addressing their needs and concerns.• Escalation and Crisis Management: Handle escalations and manage crisis situations across international teams for swift resolution.• Process and Tool Standardization: Standardize processes and service management tools for consistency and efficiency.• Offshore Initiative and Project Management: Manage offshore initiatives and transition projects for seamless integration and performance.• Customer Onboarding Support: Oversee and support the onboarding process for new customers.• Financial Management: Manage budgeting, cost control, and financial reporting for services. Show less • Daily Management: Plan and oversee daily workload and production activities.• SLA/KPI Monitoring: Continuously monitor SLAs and KPIs to maintain high service standards.• Ticket Validation: Validate all types of tickets for network services.• Request Tracking: Track and trace standard requests for efficient processing.• Security Process Creation: Develop new security processes with additional teams.• Engineer Support: Provide process support to network engineers.• Service Gatekeeping: Act as the link between end users/customers and request analysts.• Team Support: Assist the Team Manager in fostering a positive team atmosphere. Show less • Maintain Critical Services: Ensure the continuous operation of business-critical services for customers in the Netherlands.• Error-Free Service Delivery: Guarantee the delivery of services without errors, maintaining high standards of reliability and performance.• Network Incident Management: Address and resolve network incidents and problems on a daily basis to minimize downtime and disruptions.• Network Troubleshooting and Monitoring: Perform troubleshooting and monitoring of wide area networks (WAN) and local area networks (LAN) to ensure optimal performance.• Network Administration: Administer network systems, managing a wide range of protocols at both Layer 2 (L2) and Layer 3 (L3). Show less

  • Global Security Operation Center Service Manager

    Dec 2019 - Sept 2021

  • Service Manager / Service Delivery Manager

    Feb 2015 - Dec 2019

  • Resource Planner Coordinator

    May 2013 - Feb 2015

  • Network Operator in NOC

    Aug 2012 - May 2013
• 

  Predica Group

  Oct 2021 - Apr 2022

  Digital Advisor

  • Sales Process Participation: Present Managed Service Offerings, discuss needs with potential customers, calculate services/projects, and prepare offering documentation.• Contract Management: Extend current contracts, including budget calculations and document preparation.• Transition Accountability: Ensure services are ready for production deployment.• Service Delivery Ownership: Oversee service delivery and development, including budget control, resource forecasting, daily operations, customer contact, and SLA/KPI management.• Customer Advisory: Advise customers on managed service solutions, models, developments, and improvements.• Managed Service Offering: Create and maintain standard offerings.• Team Leadership: Lead the Virtual Managed Services Team, support Digital Advisors, review offerings, and develop services.• Marketing Support: Create offering materials and case studies. Show less

• 

  Eviden

  May 2022 - now

  • Quality Control & Assurance: Oversee inspections, testing, and audits to identify and address defects in cybersecurity services and processes.• Data Analysis & Improvement: Analyze quality data to identify trends and implement corrective and preventative actions.• System Management: Build, maintain, and improve the quality management system, ensuring alignment with ISO 9001 standards and company goals.• Compliance: Ensure processes and systems comply with relevant regulations and standards and participate in audits and reviews.• Other Systems and Process Optimization: Collaborate with cross-functional teams and Systems Owners to optimize IT processes, identify inefficiencies, and implement improvements.• Training & Development: Train and manage IT staff on quality standards and best practices.• Customer Satisfaction: Monitor and improve customer satisfaction by ensuring cybersecurity services meet or exceed quality expectations.• Risk Management: Identify and mitigate risks associated with quality, ITSM and security systems Show less • Process Design and Implementation: Design, test, and implement comprehensive ITSM and security processes, creating an integrated ecosystem for complex solutions and key customers.(e.g. designing and implementation security and ITSM processes for CyberSecurity services delivered for Olympic Games Paris 2024) • Process Evaluation and Improvement: Analyze existing business processes to identify areas for enhancement and implement necessary improvements.• Project Management: Manage and actively participate in the “Task Force” projects which focused on the contract requirements analysis, creation gaps report, designing the final solution and implementation management • Training and Support: Provide training and support to employees on both new and existing processes to ensure effective adoption and utilization.• Process Standardization and Optimization: Analyze, optimize, and standardize processes to enhance organizational efficiency and effectiveness. Show less

  • CyberSecurity Quality Manager

    Jun 2023 - now

  • ITSM and Security Process Subject Matter Expert

    May 2022 - Jun 2023