- Managing SharePoint site collections cross-department advanced permission sets- 10K active communication/teams sites | 2K active users per day | 50+ TB cloud-stored files- Designing multi-functional solutions based on SharePoint lists/Power Automate flows/Teams apps- Maintaining, troubleshooting and adjusting existing 500+ automation flows per user needs- Engaging and providing training to the users so that they can self-service their needs in designing sitepages for their departments by using the built-in webpart engine- Working closely with the development teams on various solutions and applications

- Contributing to the service management practices in line with Itera’s cloud adoption strategy to plan,design, build, deliver, operate, and control IT and cloud services offered to customers- Contributing to the development of appropriate methodical approaches to ensure the organization canachieve its business goals- Responsible for guidelines, executive management, development, implementation, training andimprovement of the practice- Ensure the alignment of the practice with relevant ISO27001 control sets

Responsibilities• Developing and implementing procedures and processes to support daily operations• Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company• Further developing and refining the customer self-service support portal• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions• Assess service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective• Identifying opportunities to improve the core product and processes that lead to an improvement in customer experience and a reduction in support tickets• Escalation management duties to react and get the right response from right people in a timely manner• Close technical collaboration with the Engineering team to reproduce the production issues on clients' staging or development environments• Working with the IT Operations team to investigate potential infrastructure-related issues in the cloud environmentEstablishment of• Effective collaboration environment, workflows with the Customer Success, Professional Services, Deployment and Software Engineering teams• Processes for common license renewal with change tracking and client's automated proactive notification functionality (MS SharePoint)• Process of Engineering/IT Ops escalation of clients' tickets in regards to the platform high priority incidents• Developing procedures and maintaining test environments for the team's day-to-day activities and usageJira Service Desk Implementation• Workflows for multiple projects, customized JQL filters, dashboards, automation features, access permissions• Global email functionality integration, customized notifications schemes to meet different teams' needs• Reporting on the ticket numbers, SLAs met, team performance to understand and balance the workload

Supporting clients with- Thomson Reuters (later Refinitiv) Screening Deployed, Transwatch (on-premise deployments)- Napier AML platform across all functional modules (Azure cloud, on-premise deployments)- Troubleshooting Intelligence Data loading (Refinitiv WorldCheck, Dow Jones)- Reporting data discrepancy to the Intelligence Data providers- Basic ruleset assessment and testing in a sandbox- Sandbox engine performance optimization- Cases and Tasks workflows- Exporting transaction, customer, case and task data for regulatory auditsGeneral industry standard anti-money laundering platform functionality awareness- Transaction Monitoring- Client Screening- Transaction (Payment) Screening- Client Activity Review- Risk-based Scorecard

• Establishing culture, building trust and safe environment, organizing the working process within a team• Maintaining the highest standards of service – quality, engagement, responsiveness, proactiveness• Identifying and securing new initiatives across the team• Planning capacity, addressing performance issues, articulating improvements to the existing processes• Taking part in hiring, providing mentoring and guidance to the newcomers

• End-user remote customer support, processing Incidents and Service Requests within the SLA• User access management, licensing, third-party client application support and troubleshooting• Citrix VDI client and server-side support, resolving performance, connectivity issues• Network connectivity troubleshooting, client and Cisco Meraki side• SolidWorks CAD software client and server-side support, deployment, performance, drivers, connectivity• Microsoft Dynamics Navision ERP system user access management, printing maintenance and troubleshooting• Salesforce user access management and resolving basic issues

• Successfully resolving complex technical issues (hardware and software) from incoming Ukrainian Top Customers’ contacts and proactive notification systems• Respond to service, product, technical, and Customer relations questions on subjects such as repairs, features, compatibility, specifications, best practices for current and discontinued products, parts and options• Troubleshooting, analytical and problem solving skills for products with standard warranty up to mission-critical datacenter environment• Working on complex problems and projects where situation or data require an in-depth evaluation of multiple factors• Representing HPE during Customer onsite visit, via telephone or remotely, articulating recommendations and explaining resolutions• Engaging team members for support as required to ensure appropriate Service Level Agreements (SLA) terms are met• Collaborating with multinational HPE Resolution Center teams (L1/L2/L3) all over the World

• Conducting negotiations to identify current and future technology requirements for Customer’s investment protection• Delivering technical and business benefits of Cisco products in complex terms, as well as in simple words for sales team and partners• Complete networking design allowing advanced technologies for SMB and Enterprise sector• Partner-oriented approach for strong optimization and enhancements• Partner interest protection in terms of project quotation and pricing• Addressing all pre-ordering issues including hardware configuration proofing, packaging and service support contracts attachment