Position: Senior Second Line Support Engineer
Category: Support
English level: intermediate
Years of experience: 5

Languages : Ukrainian - native; Polish - fluent; Russian - fluent; English - Business Intermediate; 

Certifications: ITIL4-Foundation; Effective HelpDesk (Altkom)
Now working as Senior Second Line Support Engineer 

from 2017 to present


•	Working on Atlassian JIRA / Confluence platform
•	Cooperation with business department related to the optimization of business process
•	Coordinating of fixing process after sale system failures
•	Coordinating and managing the responsibilities of the service team
•	User support in the area of business applications based on Oracle database
•	Monitoring systems support (Zabbix/Grafana) based on Oracle database
•	Monitoring systems support Netdata
•	Overtime duty – from 08/2021 to present –8 hours of full-time job and 16 hours overtime for everyday without exceptions like holidays or weekends.
•	Resolving requests on the reporting portal (JIRA Service Desk)
•	Monitoring JIRA and restart the platform if it’s overcharge
•	Describing the obtained results 
•	Actualization of Confluence (based on Jira) knowledge base and making description of new applications for user-guides
•	Introduce new employees to work process 
•	Working with a lot of interconnected systems like RFID/GPOS/RMS/Magento/BOMA/Instores
•	Manual software testing
•	Independent test execution (TestRail)
•	Describing the obtained results 
•	Translations during the implementation of business application in new countries