Position: Chief / Head / Lead (ITSM & Support)
Category: Support
English level: upper
Years of experience: 11

MBA degree.
04.2021-10.2021    IT Consultant / Head of Support / Minsk

12.2020-03.2021   SoftSwiss, www.softswiss.com /  Minsk
Lead
Built a support service based on ITSM principles.

01.2020-12.2020 MTBank, www.mtbank.by / Minsk
Head of IT Department

09.2018-09.2019 IDT Corporation, www.idt.com / Minsk
Director of Application Support and Monitoring
One of the team who created LLC IDT Technologies (Minsk R & D center IDT Corporation);
Created and integrated into the structure of the corporation 4 (four) different support teams;
Interaction with development teams (at all development stages) to improve the quality of support and training of employees;
I lead a team of obespechiniya smooth operation of all corporate services;
Building processes of interaction of distributed teams of L1 level for work 24 * 7 * 365; (ITIL)
Construction of interaction processes of distributed L2-level teams for work 24 * 7 * 365; (ITIL)
Construction of interaction processes L1-L2-Dev; (ITIL)
General management (hiring, dismissal, training, monitoring, evaluation, etc.)

10.2014-07.2018 Wargaming.net / Minsk
Chief of the Support / Team Lead L1 Server Support
Building a team working in 24*7*365 mode;
Management team ensuring the smooth operation of all production servers and services of Wargaming;
Achievement UpTime = 99.97;
Formalization of existing practices in the instructions;
Creation, and continuous updating of the "knowledge base" with description of typical solutions (more 1000 pieces);
Implementing a process approach to the Server Support Team;
Development and implementation of work processes;
Development of interaction processes with product (usually distributed) teams;
Development and implementation of interaction processes L1-> L2-> L3;
Development and implementation of processes of interaction between support team and "outside contractors";
Development, implementation and follow-up of SLA;
Successful development (full cycle) and implementation of internal projects;
Only remote work.
Business trip acceptable.