Highly skilled and customer-focused IT Service Owner and IT Incident Manager with a strong background in IT service management. With a proven track record of successfully managing and delivering IT services, I have a keen ability to translate business requirements into service strategies, ensuring the optimal design, development, and delivery of services. A collaborative team player with excellent project management abilities, I am dedicated to driving service excellence and delivering high-quality IT services that align with organizational goals.
IT Service Owner: 1 back-end service IT Service Owner Delegate: 3 back-end services IT Service Subject Matter Expert: 1 back-end service Responsibilities: Service delivery and development: incident, change and problem management, service evergreening, hands-on application live incidents, SQL data reports
IT Incident Manager: 1 External IT Service Responsibilities: Serve as the primary point of contact for all IT incidents, coordinating communication and actions between technical teams and stakeholders
Other: IT Project Management - hands-on designing and delivering new IT Service. Coordinating communication and actions between technical teams
Incident Management: Manage SEV1 Incidents for all the business units, including analysing the impact, risk, SLA, and work flow followed by all the technical teams involved.
Problem Management: Work with engineering teams to identify root cause for recurring incidents and create an action plan for resolution.
IT Procurement Management: Consolidation and optimisation of hardware, software and related IT procurement activities.
Report to the company’s Technical Product Manager and focus on the restoration of a service and manage the incidents end to end. This includes receiving, logging, classifying, troubleshooting, assigning, tracking, and reporting all Incidents.
Identify and troubleshoot recurring platform issues and engage service owners to assist with resolution.
Manage communication between external business partners and Operations Team.
As a member of Network Programme, maintain existing business relationships, both remotely and in direct contact.
Participate in Agile Sprints to evolve business processes and technologies.
Create and review documentation, design new standard operating procedures.
Enable Azimo customers to get the most out of Azimo and support/brief them via phone, emails and social media ; manage inbound calls facilitate resolution of customer issues
Monitor, track, and analyze fraud and illegitimate transaction placed on azimo.com
Report product issues & work towards their improvement with direct contact with specific departments and external business partners
Convert new customers via inbound calls, emails and social media
Create new content for website, social media and marketing material; carry out translation tasks in English, Polish and Russian
Ensuring that all customer orders are accurately processed and shipped in a timely manner while complying with both the customer’s requirements and the company’s internal metrics.
Coordinating with Customers, Sales and Financial Departments regarding order status, shipping/service dates, prices, product availability, and back order.
Ensuring the required export documentation are prepared and transmitted to customer on time.
Participating international trade fairs in different regions of the world.
Working on translations, editing webpage and product catalogue.
