- Managing and leading Critical incidents(Outages) from initial reporting to the incident resolution.- Keeping and accurate timeline with actions performed and actions planned (per teams are responsible parties, as well as an active ETA) on various ticketing systems (ITSM, SNOW, MyIT...), depending on the client specifications.- Establishing and Leading conference calls(MIRTs) with the various levels of responsible teams (inhouse or 3rd party).Additional roles and… Show more - Managing and leading Critical incidents(Outages) from initial reporting to the incident resolution.- Keeping and accurate timeline with actions performed and actions planned (per teams are responsible parties, as well as an active ETA) on various ticketing systems (ITSM, SNOW, MyIT...), depending on the client specifications.- Establishing and Leading conference calls(MIRTs) with the various levels of responsible teams (inhouse or 3rd party).Additional roles and responsibilities:Change Manager outside business hours- Leading the change management activities within a structured process framework- Evaluating the change impact and organizational readiness to limit potential risk- Approving or rejecting of emergency changes- Communicating the guidelines to appropriate stakeholders- Evaluating the efficacy of the emergency change implementation process Show less

- Managing Critical incidents(Outages) from initial reporting to the incident resolution.- Establishing and Leading conference calls(MIRTs) with the responsible L3 and L4 teams.- Keeping and accurate timeline with actions performed and actions planned on various ticketing systems (ITSM, SNOW, MyIT...), depending on the client.- Preparing proper documentation and reports(MIRs) post Major Incident and assist in the root cause analysis- Ensuring that Strict SLAs and KPIs are… Show more - Managing Critical incidents(Outages) from initial reporting to the incident resolution.- Establishing and Leading conference calls(MIRTs) with the responsible L3 and L4 teams.- Keeping and accurate timeline with actions performed and actions planned on various ticketing systems (ITSM, SNOW, MyIT...), depending on the client.- Preparing proper documentation and reports(MIRs) post Major Incident and assist in the root cause analysis- Ensuring that Strict SLAs and KPIs are met.- Work under pressure with very short deadlines and ensure that the best customer service is provided. - Creating communications and distributing them to a vast amount of recipients from various clients describing the state of the investigation.- Acting as the single point of contact between different vendors and facilitating the communication between them._____________________________________________________________________________________________________________I have worked as a MIM L4 since August/2017 until May/2018. Since then I am working as MIM L5 Show less

- Ensuring that the best practices conform ITIL are being applied by the entire SD.- Managing the entire backlog for the SD and assigning cases accordingly.- Monitoring, recognizing and reporting various trends and patterns with the incoming case and assisting in providing more permanent solution as to make sure that the same incident does not reappear.- Ensuring the SD follows the approved procedures and don't miss SLAs.- Preparing daily, monthly and yearly reports.-… Show more - Ensuring that the best practices conform ITIL are being applied by the entire SD.- Managing the entire backlog for the SD and assigning cases accordingly.- Monitoring, recognizing and reporting various trends and patterns with the incoming case and assisting in providing more permanent solution as to make sure that the same incident does not reappear.- Ensuring the SD follows the approved procedures and don't miss SLAs.- Preparing daily, monthly and yearly reports.- Attending various meeting s with the clients. Show less

- First point of contact for IT-related issues and requests from multiple clients.- Ensuring all daily, monthly, and yearly SLAs and KPIs are met.- Basic Networking, Windows, and Mobile related troubleshooting.- Logging more complicated incidents and ensuring the proper escalation paths are taken.- Proactively observing and logging patterns in the incidents reported and escalating them to the proper channels for the problem investigation to be initiated.