Anna Yurchenko Email & Phone Number

Moscow, Ru

Moscow, Russia

Responsibilities:- Leading the development team for back-office systems in the investment business, including SOFR (RS-Securities) and Diasoft (100+ members: team leads, architects, analysts, testers, developers).- Developing development and delivery processes.- Project management.- Collaborating with business stakeholders.- Managing contractor relationships.Achievements:- Systematized team work using Jira.- Created a catalog of business processes.- Optimized the client registration process for brokerage services, resulting in a reduction of issues.- Established effective collaboration with business stakeholders.

Moscow, Russia

Responsibilities:- Implementing service architecture practices in the company by introducing IT management processes and IT service management tools to enhance the speed, efficiency of the development process, and product quality.Achievements:- Developed the technological strategy for the MTS Group in terms of the product pipeline and SRE practices.- Created key artifacts for the direction, including Technical Policy, IT Service Capability Map, Customer Journey Map for service consumption, architecture and meta-model, IT service description template, and IT service management regulations.- Developed the Service Transformation strategy.- Updated the catalog of IT services and developed the concept of a service portal, including the minimum viable product (MVP).- Established a corporate architecture portal on Confluence and Jira to manage the department's backlog.

Sverdlovsk Region

Responsibilities:- Organizing the work of the IT service quality management department.Achievements:- Established a Service Quality Center.- Developed a quality center development strategy as part of the bank's IT development strategy.- Created a service level management methodology and service level agreement (SLA) templates, with SLAs signed for 60 bank business processes.- Collaborated with the business to document the process of retail lending (as-is), implemented measurement, and identified areas for improvement.- Implemented a process for monitoring commitment fulfillment and monthly reviews involving the business, leading to service level improvements.- Provided continuous support to employees (> 5000) and external customers of internet banking, resulting in improved service quality.- Implemented a process for continuous improvement based on customer feedback.- Conducted an audit of IT management processes.- Developed and implemented a strategy for the development of IT processes:- Incident management (incidents were identified at the point of contact, escalations to higher management were reduced, resolution speed increased, and financial losses from downtime were reduced).- Problem management (a decrease in the number of common incidents).- IT system performance management (timely identification of performance deviations during the day and restoration to specified norms).- Service level management and customer relations (reduced negative perception of IT by business units).- Change control (elimination of unauthorized changes).

Sverdlovsk Region, Russian Federation

Responsibilities:- Establishing the service department's operations from scratch in the company.Work in the following areas:- Engineering and technical infrastructure.- Data transmission systems and computing systems.- Integrated information security systems.- Data processing and storage systems.Achievements:- Developed a department development strategy.- Created a service catalog and service evaluation methodology, templates for contracts and commercial proposals, and service support regulations.- Assembled and trained a team (support specialists, account managers).- Established the service sales process (signed > 60 service contracts).- Implemented an ITSM system for handling requests, incidents, configuration management, service and warranty contracts, and inventory management.- Established a 24/7 service desk.- Entered into partnership agreements and obtained necessary statuses to provide support services with manufacturers (> 30 vendors).- Organized support processes involving company engineers, manufacturers, and contractors.- Achieved high service quality through ISO 9001:2008 certification.

Sverdlovsk Region, Russian Federation

1. The First-line Technical Support Office creation.2. Interaction with the contractors and subcontractors as a part of the servicing obligations, assurance of fulfillment of obligations to the customer.3. Standardization of the internal technical support services operation in accordance with ITIL.4. Implementation of HP OV Service Desk system.5. Development of the company’s services catalogue in accordance with ITIL.6. Recruitment, training and control of employees’ work.Outcome: 24-hour service providing for the agreed quality parameters.