Agile Project Manager and Scrum Master

• Oct 2021 - Present

Security Service Delivery Manager

• May 2019 - Oct 2021

Security SPOC for Customer and Customer's IT Security Manager accountable for · User Access Control ○ management of Active Directory accounts and permissions ○ management of file system permissions ○ management of secure VPN access including two factor authentication ○ management of SQL database permissions ○ management of password policies · Virus Management ○ reasonable endeavors to protect Customer estate against attack by virus ○ Customer assistance in preventing viruses from entering supported services ○ Antivirus software management (deployment and maintenance) ○ Reporting: Virus detection within the last reporting period and antivirus clients deployment and signature status · Vulnerability Management ○ Provide Customer with reports on any known vulnerabilities and propose an carry out remediation plan · Security Patching ○ Patch management process supervision to ensure latest security compliance of supported services · Web Surfing Control Management ○ Internet surf control technology managed by delivery team ○ Reporting: User internet access, cotent, potential security threats ○ Whitelist/Blacklist request handling · Email Spam and Content Management · Laptop estate security compliance ○ Laptop encryption ○ Laptop supportability ○ Laptop estate patching · Information Security Incident Management ○ Validation of SIEM toolset-triggered alerts ○ Containment of security incidents and deliverying root cause analysis along with preventive actions ○ Implementation of remediation actions accepted by Customer Show less

Service Delivery Manager

• Jun 2017 - May 2019

On-site management:-Coordination of Customer's local technical support members' work-SPOC for Customer's local technical support members in regards to Fujitsu-delivered services-Change management representative for onsite support personnel-local technical support's performace reporting and suggesting improvement areas-Knowledge management for Customer's local support personnel regarding to Fujitsu-delivered services-CSIP owner for customer's local technical support-Configuration Management (network devices) Show less

Problem Manager

• Nov 2015 - Jun 2017

Overall Problem Management Process Ownership:-Raising and managing Problem records (analysis of unknown root cause and reocurring Incidents - problem registration, investigation, problem review reporting and cooperation with Customer on remedial actions)-Managing Known Error database (known errors, workarounds, permanent fixes)-Preparing Root Cause Analysis reports upon P1/MI fix (root cause,corrective/preventive actions, Change Management involvement)-Identifying potential problem areas (trend analysis on the basis of incoming Incidents) Show less

Incident Manager

• Nov 2014 - Jun 2017

Overall Incident Management Process Ownership:First point of contact for Customers regarding Sev1, Sev2 and Major Incidents.Hosting of Major Incident Board.Major Incident Reporting.Assuring that Customers' business continuity is restored as soon as possible.Supervision and monitoring that correct processes are followed and agreed levels of service quality are maintained.Providing updates to the Customer when required.Being a bridge between Resolver Groups/Customers and Resolver Groups when handling high priority issues.Performing regular trend analysis on all Incidents. Reocurring Incidents are analyzed and preventive actions are taken to reduce the amount. Show less

Service Controller

• Mar 2012 - Nov 2014

-Quality and Process Supervision-Management and supervision of Local Technical Support (LTS) Technicians (quality/leavers-joiners-LTS' rota/cooperation between Service Desk and LTS)-Rota Management-Leading/Participating in conference calls-Tickets processing-Participation in Newcomers' recrutiment process-Training Newcomers-P1 Procedure implementation-Processing Customer's escalations and participation in escalation conference calls-Task assigning and supervision-Reporting (fixed and ad-hoc) Show less