Istanbul, Istanbul, Türkiye
More than 17 years of experience with 13 years in a multinational environment Deep knowledge and experience in IT Support Services Took roles in several Global Transformation Projects for the region Experience in wide perimeter (Middle East, Africa region) Comfortable in working both in matrix organizations and direct reporting schemes diverse team interaction with Country Managers, parallel BUs and Global Management
•Actively managing local business partner relationships to understand business needs, maintain mutual expectation levels for service delivery and manage customer satisfaction. •Ensuring customer satisfaction by taking ownership of issues, communicating status information appropriately providing resolutions within the agreed service levels and timely escalation to other support teams as necessary. •Developing and implementing team policies, processes and procedures in alignment with global standards to ensure efficient and effective service delivery. •Managing performance and development of team members, including training, mentoring, career development, policy administration, compliance, coaching, disciplinary action and recognition. •Proactively monitoring the support queues to ensure BAU activity (Incidents and Requests) are fulfilled within the defined target SLA and raising orders for hardware and software requests. •Maintaining all IT end-user equipment, hardware, software and supplies in accordance with the defined standards. •Contributing to and where required managing IT projects in line with defined standards •Providing training/education on new tools and services for end-users and the IT Support team as and when required. Create and maintain documentation including inventory, configuration, procedures and technical drawings as they relate to the IT Support environment •Collaborate with the cybersecurity team to assist with critical cybersecurity incidents
•Assisting in the installation, implementation, and upgrades of internal systems and software. •Maintaining all IT end-user equipment, hardware, software, and supplies. •Troubleshooting, maintaining and monitoring internal hardware, software, printers, plotters, and scanners. •Providing support to remote workers and vendors. •Acting as Project Champion •Serving as second and third-line support, while assisting with first-line responsibilities to Zynga and its subsidiary's employees globally. •Third-line supporting entails having a more in-depth knowledge of Zynga's IT services and the maintenance of these services. •Participating in IT projects and owning projects pertaining to the technologies supported by IT Operations/Support. This includes maintaining IT systems. e.g. SCCM, JAMF, AD, VMWare, Okta, Duo Mobile etc. •Helping lead projects and keeping comments and status updated frequently.
•Creating new technologies or improving existing technology to increase efficiency or improve user experience •Providing technical support, troubleshooting problems, and resolving issues for all computer systems, applications, and networks, including hardware, operating systems, and software •Performing capacity planning for computer systems to ensure adequate processing power for current users and future growth •Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages •Conducting security audits to ensure that computer systems are secure from unauthorized access or attack •Installing, configuring, testing, and troubleshooting new applications, systems, or other technology components •Designing, developing, and implementing new computer systems or improving existing systems based on business needs •Analyzing data to determine problems with equipment or processes •Recommending upgrades and changes to existing computer systems to improve efficiency or productivity •Developing and implementing IT policy and best practice guides for the organization •Designing training programs and workshops for staff •Conducting regular system audits
•Providing the 1st level and VIP (executive level) support for all users •Performing the 2nd level support for further troubleshooting, escalating to global teams and service providers, chasing IT tickets & and requests •Responsible for software & hardware tools, managing the whole inventory, preparing IT equipment and installations (laptop, printer, iPhone), maintaining office IT peripherals (PABX, CCTV, Door Access, Cisco IP Phones, etc.) •Scheduling, controlling and directing resources, funding and facilities for IT projects •Managing the whole IT Systems and Infrastructure; Servers, Telecom and WAN-LAN Connectivity, Security Appliances; daily monitoring and checking the critical routine jobs (backups, utilization levels and etc) •Providing and hosting platforms to the local in-house applications for the business & sales activities, giving connection support to local Distributors' ERP (Navision) system •Change Management on critical systems along with regional teams and/or vendors •Implementing the Disaster Recovery Plans for IT and actively contributing to Business Continuity Planning •Managing not only the security of IT systems (Firewalls and policies); administrating host and client access, file permissions, end-user accounts •Governing and executing the ISO27001 Information Security Management System Certification and continuous improvement •Implementing and management of IT projects by evaluation of technical and business requirements •Budget Management of the whole IT OPEX and CAPEX, forecasting long-term planning with respect to growth analysis and capacity planning
•Installing, controlling and fixing all PC hardware, software, and related peripherals, Avaya IP telephony devices and systems, multi-function printers, fax machines, network devices etc. •Communicate work completed and/or escalation to the next level on unresolved issues through the help desk ticketing system and/or through voice, and email services •Managing all IS-related procurement and delivery •Manage 3rd party relations such as vendors and consultancies •Preparing dealer stock reports daily •Preparing and designing technical user manuals in need •Following all paperwork related to IS units (invoices, licenses, insurance papers) •Executing server backup processes, controlling all network servers periodically •Taking an active role in global IT projects •Supporting solutions within the IT systems infrastructure lifecycle •Supporting integration activities of Microsoft AD to IT Systems •Managing individual project activities to ensure completion within defined timelines •Appling product/technical practices to ensure IT systems fulfill compliance requirements •Communicating with internal and external project teams to ensure implementation activities are successful •Ensuring project tasks are completed according to the planning done by the country IT manager
•Serving as the primary point of contact for all IT-related issues and requests, triaging and prioritizing them based on urgency and impact on the business •Desktop, Laptop, thin clients, and mobile support, installation, and configuration •Printers support, configuration, and installation •Conference room meetings support, configuration, and installation