Yana Ivanova

Experience

• 

  Adecco

  Jul 2008 - Jul 2011

  Managing high-severity incidents:• Ensured minimal disruption to customers for severity 1 and 2 incidents.• Convened and managed a service restoration team forum to address incidents.• Controlled activities within the SRT and approved changes or fixes for service restoration.• Assessed the need for technical support to expedite service restoration.• Facilitated communication between support teams.• Identified incident owners when required.• Provided information to support Problem Management, including logging problem records and conductingpost-mortem analyses.• Communicated effectively with customers.• Demonstrated excellent knowledge and understanding of the Incident Management process. Show less • Answer phone calls promptly and professionally• Create ticket for new calls in a ticketing system• Identify and resolve customer's requests using relevant knowledge base and tools• Ensure ticket documentation is full and consistent• Follow best practice ticket management• Colloborate with other team members to provide high quality support• Provide good and consistent customer communication• Ensure customer sattisfaction• Ensure SLAs/KPIs are met• Adhere to ITIL Standards• Mentoring colleagues Show less • Answer phone calls promptly and professionally• Create ticket for new calls in a ticketing system• Identify and resolve customer's requests using relevant knowledge base and tools• Ensure ticket documentation is full and consistent• Follow best practice ticket management• Colloborate with other team members to provide high quality support• Provide good and consistent customer communication• Ensure customer sattisfaction• Ensure SLAs/KPIs are met• Adhere to ITIL Standards Show less

  • Incident manager

    Jan 2010 - Jul 2011

  • Senoir Technical Support Analyst-German/English

    Jan 2009 - Jan 2010

  • Technical support analyst

    Jul 2008 - Jan 2009
• 

  Hewlett Packard Enterprise

  Jul 2011 - Mar 2017

  Critical Incident Manager

  Managing critical incidents:• Led the resolution of incidents with critical business impact.• Escalated problematic incidents to appropriate levels.• Maintained authority within the client and internal organizations.• Communicated effectively on incidents to internal and external stakeholders.• Participated in post-incident reviews and root cause analyses.• Continuously improved incident management processes.Team management and coordination:• Organized and managed technical teams involved in incident resolution.• Identified and assigned incident ownership appropriately.• Maintained documentation and provided training on incident management processes.Adherence to standards and reporting:• Adhered to Service Level Agreements (SLAs).• Provided reports on key incident management metrics.• Applied ITIL best practices. Show less

• 

  DXC Technology

  Apr 2017 - now

  Served as the primary point of contact for the customer:• Managed all operational-related inquiries and requests.• Ensured customer satisfaction and addressed their needs effectively.Owned and managed the RUN Service:• Ensured consistent adherence to SLAs.• Collaborated with cross-functional teams for efficient delivery.• Participated in ARL teams to specialize in specific client segments.• Coordinated with third-party providers for aligned deliverables.• Supported initiatives to improve RUN delivery.• Provided leadership and updates on account changes.• Contributed to account margin through cost management andoptimization.• Managed high-severity incidents and conducted incident reviews.• Participated in Problem Management to identify and document rootcauses.• Supported Service Management processes and drove project growth.• Work according to best ITIL practices and encourage their usage withinthe delivery teams• Ensured smooth RUN operations during transformations and projects.• Supported configuration improvement for enhanced availability andstability.• Collaborated with Technical Leads for capacity and availability planning.• Liaised with the account security officer for compliance and continuity.• Participated in Vulnerability Management:• Worked to reduce the number of open vulnerabilities.• Identified new vulnerabilities.• Participated in vulnerability management chair board with thecustomer. Show less Managed day-to-day team planning and operations:• Coordinated team schedules, assignments, and resource allocation.• Monitored and optimized team performance to ensure efficiency.• Collaborated with EMEA SM Operational Lead and EMEA SM ProcessLead on operational and quality-related matters.Participated in employee performance management:• Contributed to goal setting and focal point review processes.• Provided detailed feedback on employee performance.Ensured adherence to SM processes, policies, and procedures:• Provided guidance and support to employees on operational queries.• Onboarded new hires, providing necessary assets and training.• Identified and addressed training opportunities for employees.• Served as the escalation point for employee-related issues.Supported team operations:• Assisted EMEA SM Operational Lead in task assignment and resourceoptimization.• Supported the new hire process.• Coordinated vacations, leaves, and ensured adequate backup coverage Show less End-to-end accountability for Incident Management:• Owned and managed the entire Incident Management process.• Ensured adherence to ITIL best practices and established procedures.• Delivered KPIs, SLAs, and SLOs for Service Desk, Critical Incidents, andEscalation Management.Process governance and improvement:• Established, owned, and maintained INCM procedures within the account.• Provided guidelines and support related to the Incident Management process.• Identified process gaps and implemented improvement plans.• Provided regular reporting to the client organization.Team management and coordination:• Monitored and guided the work of Incident Management sub teams.• Collaborated with Delivery team management on issues and improvement measures.• Interacted with customer organizations to address INCM-related issues.Data analysis and documentation:• Conducted Incident Management statistics and analysis.• Maintained process documentation, including L4 documentation.• Provided training on Incident Management processes.Auditing and representation:• Represented the Incident Management process in external and internal audits. Show less

  • Service Delivery Manager

    Jul 2021 - now

  • EMEA Service Management Incident Team Lead

    Jan 2021 - Jul 2021

  • Incident Manager Account Process Lead

    Apr 2017 - Jul 2021