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ноябрь 2014 — июль 2016
1 год и 9 месяцев
Deutsche Bank, г. Москва.
The Application Manager (AM) is accountable for the full life cycle of a single or portfolio of applications. The AM has to ensure that the application (s) are enhanced and maintained in accordance to the Bank’s IT
Security Risk and Compliance requirements of the client and other stakeholders as included in the application strategy and service levels. The AM identifies and manages the risks and issues associated with the application (s) and escalate appropriately.
The following are typically some of the tasks for which an AO is responsible for:
Facilitate Disaster Recovery activities by reviewing DR plans and coordinating the execution of DR exercise for the application.
Manage Internal and external application audits and Audit issue remediation activities.
Manage remediation of gaps in application lifecycle management activities such as Account recertification, remediation of Application configuration gaps etc
Manage application related Risk and Compliance Evaluation tasks and resolution of gaps in this area.
Manage any IT Security incidents that may occur in the application.
Plan and Manage Application events and Database Events monitoring using Bank wide standard monitoring tools.
Manage application capacity forecasting and monitoring.
Plan and manage Application user access related tasks.
Plan for Application Hardware / Software / License upgrades or migration activities to align to the compliant platforms.
декабрь 2012 — ноябрь 2014
Microsoft Corporation, г. Москва.
A Technical Account Manager (TAM) is a trusted business advisor to Microsoft's Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. Once a Premier customer has deployed a Microsoft product, if something unexpected occurs the TAM, working with Customer Service and Support (CSS), manages the incident to resolution and then follows up to ensure either product improvement within Microsoft or operational improvement within the customer's IT environment. By maintaining a long-term relationship with their customers a TAM gains an understanding of their customers' IT organizations' impact on overall business, their IT goals, and their pain points - which is used by the TAM to create a Service Delivery Plan ensuring their customers' operational success with Microsoft products.
Key initiatives for this role include:
Customer Health through Service Delivery Planning & Execution
Emphasis is on prevention and consultative advice (ITIL/MOF)
This role is responsible for the management of support services to Enterprise Services customers.
Scope and decision making include:
Manages a diverse and complex scope of support issues and projects
Works with management only when necessary to resolve sensitive issues
Solves complex support issues effectively. Escalates as necessary for confirmation of solutions or other options as needed
Assesses customers’ risks and needs and recommends appropriate service offerings to proactively address
Documents recommendations formally via service delivery plan and presents to customer and virtual account team unit
Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust
Makes good, timely and financially sound decisions with moderate uncertainty or pressure on a consistent basis
Decisions sometimes impact immediate group and other related groups
Determines most effective method of problem resolution by utilizing internal resources when necessary
Key stakeholders and other internal organizations this role will interact with include:
Consistently demonstrates concise and effective communication with customers and employees
Occasionally leads sharing of best practices and guidance with team community
Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives
Frequently establishes and maintains relationships with Field Sales and Microsoft Consulting Services (MCS) to execute on a service account/delivery plan
Position relies internally upon GBS/CSS Support Professionals, Premier Field Engineers, and their management, MCS Services (Engagement Managers/Project Managers), and Services Account Managers (Services Executives), EPG Account Executives, and Premier/Services regional and worldwide HQs
Communicates with and influences Microsoft Services leadership/management at team level
Externally position relies upon Customer Support Manager (CSMs) and named Support Contacts - usually comprised of IT managers and individual technical contributors
февраль 2012 — декабрь 2012
Thomson Reuters, г. Москва.
Responsible for creating a positive, can-do attitude championing client services, technology and priorities of our most complex, demanding global clients, engaging wide-ranging internal and external resolver groups as required.
Acts as client escalation point for all issues impacting technical services ensuring the proper actions are taken by company to produce an outstanding client experience.
Establish and maintain a trusted advisor role to our client teams regionally and possess a strong working knowledge of the clients' 12 month goals, technical challenges and their infrastructure configurations supporting the trading environment.
Establish and participate in the Global Client Service Forums with their peer TAMs around the world or in-region.
Full involvement in client technology initiatives and opportunistic lead identification.
Work with their account team to execute sales opportunities and assist in the promotion of products and technologies.
Meet with clients weekly and proactively to review all ongoing business, technical projects, service issues, and maintain and drive mutually agreed project plans and issues lists.
Assist in coordinating compliance assessment.
Drive client satisfaction through proactive service management initiatives and service improvement programs and resolution of issues impact clients.
Provide customer feedback to internal groups on service expectations and service performance.
Maintain awareness of industry and regulatory directions and work with clients to implement required changes.
Perform capacity planning through regular reviews of bandwidth reports and system capacity reports
ноябрь 2006 — февраль 2012
5 лет и 4 месяца
Hewlett-Packard, г. Москва.
Provide technology consulting to external customers and internal project teams. Responsible for providing technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs and, consequently, for understanding customers’ businesses. As trusted advisor create and maintain effective customer relationships to insure customer satisfaction. Maintain knowledge of leading edge technologies and industry/market domain knowledge. Actively contribute to HP’s solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer projects. Shape technical direction and technical strategies within the organization and for external customers. Accountable for consistent and significant chargeability levels and for assisting in meeting or exceeding revenue and customer satisfaction goals. Contribute to organization’s profitability by generating and cultivating new business opportunities and by providing technical support for deal proposal development.
ноябрь 2005 — ноябрь 2006
1 год и 1 месяц
Home Credit and Finance Bank, г. Москва.
Implementing new products and services into bank infrastructure. Bringing into development technical tasks and specifications. Draw up ISP contracts for subsidiaries. Full life cycle contracts tracking. Supervising technical stuff in subsidiaries, training of non-technical employees and making onsite software design changes to meet customer needs.
сентябрь 2004 — ноябрь 2005
1 год и 3 месяца
Corbina telecom, г. Москва.