Position: IT Process Manager (ITSM/ITIL processes)
Category: Project Manager
English level: upper
Years of experience: 5


NDA (high-loaded international OTT/VOD service) - IT Process Manager (2020-2022) 

Responsibilities and achievements:
- Developed incident, change and service request management processes based on ITIL/ITSM best practices in a large high-load project;
- Implemented a special team based on L2 support exclusively for ITSM processes needs (with DevOps on-call scheduling) ; 
- Described key specifics of processes in documentation, which also contains the knowledge base for L2 support, accounting for incidents, changes and service requests ;
- Implemented monitoring of all application layers: hardware, network, infrastructure, application, business-logic metrics and 3rd party services ;
- Deployed key performance indicators for L2/L3 support lines, thereby reducing incidents responding and resolving time ;
- Member of SRE team with a key role in terms of incident response, service performance and availability. Participated in the development of SLO/SLI/SLA for various applications.

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NDA (high-loaded international OTT/VOD service) - Tech L2 support team lead (2017- 2020)

Responsibilities and achievements:
- Managed the staff (~20 employees) by recruiting, mentoring and training ; 
- Directly involved into building IT-oriented unit such a 'L2 support' instead of regular technical support ;
- Implemented efficient processes with L1 support (call-center) cooperation, processing ~15k user's requests per month ;
- Improved collaboration between various business teams using different procedures and metrics ;
- Wrote technical database collaborating with development teams to receive more relevant knowledge and experience ;
Looking forward to build or improve IT processes based on the best-practices and my own technical & management experience.