02700 Kauniainen Finland
Head of Application management (AM) unit; AM is the level where different reported discrepancies were analysed and corrected.
Deputy Service Desk manager; in practise working full time.
Team leader and Line Manager of a team of 6 +14 persons.
Owner of Different ITIL Processes.
Technical Owner of ICT ERP system; managing and supporting usage and development.
Creation and deployment of different and PCI standard in operational level.
SLA metrics and KPI metrics formation and follow up on operational level.
Customer Service to merchants and banks.
Alert development and monitoring
Training trainers and Key-users.
Customer Service SLA and KPIs kept in 92%.
SIP (Service Introduction to the Production) introduction to the company.
Industry standard PCI in use in every day work.
KPIs constantly 3% above agreed level.
3rd level contacting dropped more than 80%.
Reporting of the unit and processes statistics in a monthly report, only unit doing this.
Metrics formation, acquiring approval and deployment.
Nationally important 24/7 application support which did not tolerate more than 9 min interruption in the daily service; this support was kept in 99, 85%.
ICT projects support for smooth transition to production environment.
Incidents due new services deployment in production decreased 99, 6%.
Team retention below 1, 5%.
Service Governance creation and improvement with CAB and RACI models.
Leading R&D team; Merchant Solutions. Guidance, support and instructing team members in their daily development matters.
Achievements International sub-contracting R&D partners procurement and governance streamlining. Making resourcing visible. WBS –structure development and deployment. Project methodology creation and training. ICT process development and deployment. Decreased Change resistance. Evaluated and acquire ICT ERP tool. Tool with processes implemented in 9 months. ICT Project Manager, major DMS upgrade and improvement. Creating from scratch ITIL Governance Model.