Position: Support Team Leader
Category: Support
English level: fluent
Years of experience: 8

I have developed and implemented processes based on ITIL conceptions aimed at decreasing of complaints inflow and working process automation across teams.
I have proven experience in release management and operation process development and coordination.
* In-depth analysis of critical user issues; 
* UAT and PROD deployments coordination; 
* Prepare detailed reports/diagrams/charts to present information to product owners; run conferences; initiate fixes and changes to improve product quality basing on customer's point of view, control their deployment, track positive/negative influence. 
* Developed and implemented processes based on ITIL conceptions aimed at decreasing of complaints inflow and working process automation;
* Take part in testing process on UAT and QA; 
* Keep local knowledge bases up-to-date. 
* 24/7 (on shifts) support of Java clusters, issue tracking, analytics and communication with customers;  
* System monitoring and update (issue tracking, escalation process); 
* Monitor customers' queries (mail, phone, HD, etc.); 
* Improve new features and bug tracking in CRM and KB systems; 
* Improvement of QA process
* "Black Box" testing
Looking for new opportunities!