Istanbul, Istanbul, Türkiye
• Hypercare of Transformation Projects, • Manage Service Transformations, • Agile Organization Transformations, • Digital Transformations of Process and Employees, • Robotic & Automation Implementation & Support, • Busines Service Management & Monitoring Platform Implementation & Support, • Implemention of AI Bases Service Management, • ITIL Process Implementation & Consultancy, • Operational Support Process Implementation, • Access Management Implementation & Support, • Security Management Implementation & Support, • Worldwide Devops, Security, IAM and Automation Project Delivery.
• Lead the digital transformation of locally developed technological projects into global processes, with a strong emphasis on refining digital service capabilities. • Ensure that key processes, such as PSA tracking, utilization monitoring, and P&L analysis, areintegrated into the global blueprint, tailored specifically for enhancing digital services. • Lead strategic teams, encouraging innovation and collaboration in areas such as DevOps, Security, IAM, and Automation. • Analyze and enhance technical processes to optimize operational efficiency and customer satisfaction. • Stay updated with the latest technological advancements and drive the transformation process accordingly. • Drive the acquisition of new digital projects that align with the company's growth strategy. • Manage high-level C-level relationships for projects won and ensure the successful delivery of projects. • Focus on increasing service revenues by implementing strategic initiatives. • Deliver high-level presentations during major events to showcase our digital transformation achievements. • Cultivate and nurture C-level relationships with manufacturers and customers to the highest level possible, and continuously follow up and manage these relationships.
Responsibilities: • Managing Service Desk organization which consist of 5 manager and 120+ employee, • State, Manage and Improve Operational ITIL Processes in the IT organization, • Manage IT L1 Operations, 7*24 service monitoring, customer incident support, • Manage User Access Management process and environments, • Manage and Develop ITSM and SDLC environments(Maximo, Netcool, Jira, Appdynamics), • Manage and Develop Automation environments(Automation Anywhere, UIPath, UC4, OO), • Manage and Develop Monitoring environments(Netcool, Zabbix, Appdynamics), • Manage Client Support, Shop Support to serve 7000+ clients, • Manage and Develop Enterprise Application domains(Exchange,AD, DC, SCCM), • Manage and Develop Virtualization Environments (Citrix VDI with about 10000 seats) • Manage and Develop Call Center Technologies domain(IVR, CTI, Call Steering, Voice Recording, etc.), • Manage yearly 5,5M USD Opex, 3M USD Capex budget. Activities: • Lead Hypercare stream of Genesis transformation project, • Statement of ITIL Processes (Incident, Problem, Change, Asset&Configuration, Request, Defect, Service Catalogue, Availability, Event), • Creation of Automation organization, • Creation of User Access Management organization, • Creation of Management System organization, • Manage service transformation of OIT Team(34), UAM Team(4), Automation Team(4), IT L1 Operations(36), Management System Operations(8), • Implementation and growing of RPA(50 Robot), Process Automation(200+ processes) and Work Load Automation(10 Systems), • Manage and Implement Business Units RPA Strategy and Create CoE organization, • Implemention of AI Bases Service Management, Predictive Availability Monitoring, Complaint Detection and Customer Complaint Ticket Resolution, • Agile transformation of Call Center Technologies Business/IT work model, • Agile transformation of IT Service Desk organization, • Home office transformation of CallCenter 3500 seats, • Mobile transformation of ITSM Process.
Responsibilities: • Managing VAS Operation Department with 3 2nd level support divisions , • Managing vendors with Support SLAs , • Following up VAS Operation service SLA/OLA/KPIs , • Preparing yearly OPEX and CAPEX budgets , • Leading maintainance & support agreements with vendors , • Leading realuser and service performans metrics improvement works on Service Operation Directorate , • Leading process automation initiatives , • Service Support team includes 35 persons (28 inhouse 7 contractor) with below division responsibilities ; Keeping up & running services , taking 2nd level support actions , change coordination , deployment activites , performance & capacity management for below operations o Partner Service Operation , Partner Management System , Corporate Services(M2M , VIP SMS , Corp SMS) and MMS services . Realtime partner service testing. o Operator Service Operation , More than 300 Operator Services(SMS Promotions , SIM Services , USSD , MDM , MPS , Whocalled , Radius , VAS IVR , WAP , Voicemail , Microsites , avea.com.tr , etc ) . o Messaging&IN Service Operation , SMSC , IN Systems and SCP , MVPN Activities: • Re-organisation of 3 Vas Operation Sub divisions and Transforming 4 divisions to Agile methodology completed , • 26 Service Operation Applications started to be monitored by Realuser Monitoring • 60 new Service Performance Metric generated on Service Operation , • 5 after deployment test scenario(with more than 50 process) are automated , • Resource monitoring process are defined and Resource monitoring of more than 450 VAS Application Hosts are automated , • Manage Service & Revenu Share Responsibility and Followup Process are stated and continious SLA Report process started , • More than 5 internal VAS Operation process (Change Management , Service SLA Follow up , MW Error Follow up , After Deployment Process ) are stated and their continuious reporting are started .
Responsibilities: • Managing Service Support Department with 2 first level support divisions and management system division , • Leading maintainance & support agreements with vendors, • Organizing yearly OPEX and CAPEX budgets , • Service Support team includes 30 persons (28 inhouse 2 contractor) with below division responsibilities ; o Management Systems , Setting visions , driving projects and supporting Automation , Application Performance Management , Customer Experience Management , Infrastructure Monitoring and Service Management in IT Domain. Advising on ITIL processes . o Case&Corporate Support , First level IT support of Corporate Customers , solving customer case related to IT services , o Surveillance , Monitoring IT system and services , organizing planned activities and unplanned service unavailabilities with business units , taking first level administration , fault management activities . Activities: • Implementing & Execution of below IT & ITIL Management Process , o Change Management Process , Problem Management Process , Knowledge Management Process , Service Availability Management Process , Event&Monitoring Management Process , Announcement Process , Disaster Management Process . • Manage Service trasformation of Management System group . • Performed following projects: o HP SA , Server Automation Project for 500 Unix Server , o UC4 & HP OO Process Automation Project , o HP NA-NNMi Network Automation Project for all PBN nodes and Replacement of Solarwinds , o HP BSM Implementation Project for 600 Business Transactions with 300 Real User Transactions . o HP OM Upgrade Project ,
Responsibilities: • Managing Crm&Sales Applications Support team(Crm,Sales,Payment,Archiving), • Making performance management to team members , • Making maintainance & support agreement with vendors, • Organizing yearly maintainance & support buget in OPEX and CAPEX.
Took part on startup of IS-TIM Telekomünikasyon A.Ş (Aria), responsible for operational support of data center. Main responsibilities: • Healthcheck of UNIX and VMS operating systems, • Managing backups of production systems. • Development of data center operational procedures. • Shift management of operators, as leading senior operator. • Supporting various data center projects (eg: Security Management project by Compaq, CLARIFY problem solving project)