Prague, Czechia
Versatile IT Manager with strong focus on customer and very strong background in IT Operations and hands on experience from back end to front end. Goal oriented, team player, ITIL and process focused. Able to learn very fast on the fly. Main business focus with most experience is Banking & Finance Secondary business focus are Logistics & Airlines
Deliver Operational Excellence • Complete assessments of customer analytical environment based on business and technical needs, and provide recommendations to drive improved performance and service experience • Actively track, identify, and manage operational risk through proactive actions and insights • Maintain client-related knowledge and share as needed with internal teams • Ensure contractual deliverables are executed on time and meet customer requirements Manage Service Account • Provide a single point of contact for Teradata Services (MS, CS, Cloud, Eng) and third-party vendors that form part of our solution offering • Build a trusted-advisor relationship with customer teams, • Liaise with SMEs for technical information as needed for tactical and strategic operations • Manage proactive services and execution against contractual SLAs • Identify customer onboarding and training needs and advise on trainings to improve utilization and value Manage and Track Customer Satisfaction • Improve the customer experience by identifying and driving cross-functional process improvements • Provide reports and data to support the 360-degree view of customer experience and identification of customer satisfaction improvements • Consolidate and report customer results and forecasts Manage Incidents and Events • Serve as a focal point for communication and incident management during critical events • Manage customer escalations cross-departmentally with communications to Teradata Executive Management • Oversee post-critical event reviews focused on root cause analysis and corrective actions Manage Service Delivery • Evaluate and communicate KPIs and system metrics, SLA achievement needed for technical and executive reviews • Contribute inputs needed for customer success plans to achieve customer desired outcomes
Manage Service Delivery · Evaluate and communicate KPIs and system metrics, SLA achievement, and develop value-driven joint-roadmap activities via technical and executive reviews · Prepare and execute customer success plan to achieve customer desired outcomes • Drive self-service/best-in-class capabilities to predict and address operational challenges Drive Operational Excellence · Assess customer analytical environment based on business and technical needs, and provide recommendations to drive improved performance, consumption and customer ROI · Actively manage operational risk through proactive actions and insights · Facilitate collaboration and joint planning between Teradata services teams through the creation of a services community focused around customer experience · Maintain client-related knowledge and share as needed with internal teams Manage and Track Customer Satisfaction · Improve the customer experience by driving cross-functional process improvements within Teradata and with customers · Proactively survey 360-degree view of customer experience and determine ways to improve customer satisfaction · Consolidate and report customer results and forecasts Manage Incidents and Events · Serve as a focal point for communication and incident management during critical events · Manage customer escalations cross-departmentally with communications to Teradata Executive Management · Oversee post-critical event reviews focused on root cause analysis and corrective actions Provide Technical Advice · Provide ongoing, high-level technical leadership and align services mission and strategy for customers across multiple Teradata service organizations Oversee execution of best practice guidance for managing environments and system change activities
• Leading a Teradata consulting projects being responsible for the end-to-end engagement from inception to closure ensuring projects are completed on-time, quality and within budget on client expectations • Working with the Teradata tech team driveing scoping, planning, cost estimating, software development approach, statement of work development and risk assessment, including but not limited to defining goals and objectives, identifying and documenting client requirements, resource requirements, project budget, project risks, and the translation of the client’s business requirements into specific deliverables • Responsible for the project delivery including manage the budget/cost (P&L); the day-to-day relationship with all stakeholders including clients; resolve project delivery issues; gain client acceptance and milestone payments; predict and mitigate key risks • Maintain and communicate project status to all internal and external stakeholders • Understanding the client’s business case and the context of their business and assess the opportunities, benefits, risks and success factors of the project.
• Started new team of LVL2 specialists for support of external customer US telco provider Sprint, with 5 direct LVL2 reports and 8 Indirect 1.5 LVL from 24/7 team • Hiring new team members according to ‘Best interview practices’, providing training plans and skill matrix for the whole team and other teams as well • Participated on the Landing system project for Sprint, Go-live and hand over from the project team to the production operations • Leading team supporting Landing system used by Sprint and providing daily support of Java, Spring and Hibernate based applications, with Oracle DB, DWH, SDB, Weblogic and OSB running on RHEL and HPUX • Managing production and nonproduction environments including custom Staging DB solution and Oracle DWH • Writing and maintaining technical documentation, providing technical trainings and mentoring to the team members(Linux, WLS, SQL, Oracle, Shell scripting) • Daily working experience with frameworks and technologies such as DBmaintain project, Java, Spring framework, Hibernate, Quartz scheduler • Closely working with LVL3 support teams to ensure smooth run of the service • Providing ITIL best practices and maintaining very strict SLAs • Bringing customer satisfaction to Home Credit USA and Sprint Corporation
Supporting suite of international financial applications. • Training new team members. • Increasing customer satisfaction and continuously improving the service. • Working on build projects in virtual teams. • Managing large landscape of environments and systems • Providing continuous integration, testing for test driven development and automated build. • Writing and maintaining technical documentation. • Providing ITIL best practices for best customer satisfaction.
On top of Application support responsibilities gained Service ownership for EMEA service. • Communicating with the business, providing reports, analysis and suggestions • Communicating with the developers, vendor, managing projects and maintain the service targets and SLA.
On top of responsibilities of Application support and Service owner of EMEA service, gained responsibilities for Problem management of GLOBAL service. • ITIL V3 Problem management best practices. • Managed to decrease hundreds of problem tickets on GLOBAL service to very small numbers, improved the customer satisfaction.
• Promoted to Application support specialist while still acting as Problem manager for GLOBAL service. • Fully trained new members of Application support team. • Increased customer satisfaction via Problem management process. • Awarded by the company multiple times for the achievements on build projects. • Working on numerous build projects. • Working on key infrastructure project. • Acting as deputy service owner for GLOBAL service.
Telco project for Telefonica • Migrating services from Italy to Prague • Daily application support and maintenance • Support of Kenan Arbor billing system • Support of Oracle DB, SQL and HPUX environment • Creating and executing custom SQL scripts
IT Administrator and helpdesk for various Czech small to mid sized businesses and organizations, including Academy of Sciences of the Czech Republic.