Wroclaw Metropolitan Area
Jako IT Service Manager / Crew Technical Lead z wieloletnim latami doświadczenia w zarządzaniu problemami i incydentami, koncentruję się na optymalizacji procesów, poprawie produktywności i minimalizacji kosztów operacyjnych. Współpracuję z zespołami w regionie EMEA, aby skutecznie zarządzać ryzykiem operacyjnym, w tym ryzykiem finansowym, regulacyjnym oraz związanym z bezpieczeństwem, przyczyniając się do zwiększenia przejrzystości i jakości strategicznych inicjatyw. Moje kompetencje obejmują zaawansowane zarządzanie problemami, w tym identyfikację głównych przyczyn, analizy post-mortem oraz usprawnianie procesów, co przekłada się na redukcję powtarzalności incydentów i minimalizację wpływu na biznes. Dzięki certyfikacji ITIL i znajomości narzędzi takich jak ServiceNow GitLAB JIRA czy PowerBI, wspieram organizację w osiąganiu długoterminowej stabilności operacyjnej, budując jednocześnie partnerskie relacje z interesariuszami i liderami wyższego szczebla. ------------------------------------------------------------------------------------------------------------------- Senior IT Service Manager with 13+ years of experience in Incident, Knowledge and Problem Management area across global banking environments. Expert in ITIL governance, operational risk, ServiceNow optimization, and cross-process service improvements. Strong EMEA leader with a proven track record in driving efficiency, resilience, audit readiness, and continuous improvement through automation and AI, while building and driving high-performing and engaged teams.
• Senior member of a centralized, business-critical team supporting UBS in delivering reliable services to its clients • Driving the practical adoption of AI and automation across processes to reduce technology incidents and limit business impact • Chairing global governance forums, ensuring effective incident and problem oversight, clear ownership, and disciplined execution. • Applying automation and AI solutions to speed up problem management and improve day-to-day operational efficiency • Running thematic reviews to identify recurring causes and risk patterns, and taking ownership to reduce these across the organization • Preparing clear, robust responses for audit and regulatory reviews, ensuring strong and defensible compliance • Identifying and delivering improvements across incident and problem management processes • Role model for collaboration and positive behaviours, driving global teams through coaching, training, and hands-on engagement to maintain high operational standards
• Identifying and executing operational efficiencies to reduce manual and duplicate effort across processes, forums and reporting. Continue to improve productivity and delivery at reduced costs. • Managing operational risks and support the Bank’s IT systems via the delivery of a consistent and programmatic IT operational risk management framework that improve tracking and management of IT operational risks across the Bank. (Focusing on Operational, Financial, Regulatory or Security impacts) • Driving governance and compliance reviews around problem management activities to reduce operational risks and control gaps and improves transparency and quality of strategic deliverables. • Process improvements, coordinating the delivery of ITSM processes to customers and collaborate with stakeholders to enhance effectiveness, efficiency, quality, and security of service. • Focusing on cross-process standardizations and synergies to promote consistency and best practices across Service Management / ITIL processes. (working on cross process synergies with Major Incident, Change and Knowledge Management area). • Leading and developing high-performing global teams, building capability, accountability, and measurable impact aligned to critical business deliverables. • Leading and Optimizing Service Now platform enhancements for compliancy, capacity planning and stability improvements. Driving the development and implementation of Core ITIL Services such as Change, Incident, Problem and Knowledge Management.
The Central Problem Manager is responsible for ensuring all business impacting incidents meeting specific criteria are logged in the problem tracking tool and managed through the relevant defined problem management lifecycle. The goal is to ensure high data quality, provide standardised consistent reporting, identify causes and contributing factors and record them with any remedial actions in order to provide known error information, and ultimately be able to use this data to perform pro-active problem management. • Leading root cause analysis meetings with a wide range of technology stakeholders to identify and address underlying issues and plan remediate actions • Identifying instability themes, highlighting focus areas and actively initiating, facilitating and tracking remediation via task forces and stability initiatives, reporting on trending and progress on a monthly basis in collaboration with the IT Support Managers • Driving operational readiness and resilience of IT systems against major production threats and outages; maintaining business operations
Incident Manager: • Directing and managing technical resolution calls with Recovery Teams • Controlling and tracking all critical incidents until resolved or downgraded • Taking initiative to resolve critical incidents • Providing updates to stakeholders with timely information regarding critical incidents Problem Manager: • Reviewing Incident trends to proactively identify problems and initiating root cause analysis and resolution • Performing Root Cause Analysis (RCA), capturing action items, and conducting remediation follow-up meetings • Providing service availability and performance metrics to support reliable reporting. • Tracking process efficacy using established Key Performance Indicators (KPIs)
I provided a variety of services to support listed derivative market globally such as: • Processing daily cash movements • Overseeing the allocation process for the Listed Derivatives products on a T0 and T 1 basis • Validating trade input by the desk and escalating issues appropriately • Operational Risk Reconciliation • Identifying and mitigating control gaps; popularizing issues globally in order to ensure consistency • Management Reporting Requirements and execution
• Interpreting the client's business needs and developing a concept to suit their purpose • Estimating the time required to complete the work and providing quotes for clients • Thinking creatively to produce new ideas and concepts • Proofreading to produce accurate and high-quality work • Creating high quality documents and presentations according to Corporate Design Guidelines • Providing support on graphical layout and formatting issues regarding Microsoft Office Package (Word, Excel, Power point)
• Identifying and resolving technical problems related to VoIP products, firmware, logistics, connectivity, programming, call quality, networking , and portability while successfully maintaining set performance objectives • Handling registration issues that require port opening and port triggering and putting devices in DMZ • Providing general administrative and technical assistance on received calls or e-mails • Performing technical analysis and gathering essential information about the issues for further investigation for Tier III Teams
Answering incoming call from customers and resolving the queries directly or escalate to the appropriate department • Processing all incoming letters/faxes/e-mails such as complain letters, direct debit request. • Providing training to new hires • Driving global projects: such as customer satisfaction survey or client's retention program