IT budget responsibilityDefine IT strategy for Disaster Recovery (building a new DataCenter) and SecurityManage all aspects of IT OperationsDefine, monitor and control IT budget and Service DeliveryManage 20+ IT experts teams responsible for IT Security, Workplace, Servers and Network Infrastructure, IT Service DeskEnsure proper implementation of DORA across the whole companyEnsure Business Continuity plans are defined and regularly tested

P&L responsibilityDefine IT strategy for CEE region, including Information SecurityTransform IT to Agile development methodologySupport Master Agreement negotiations with providers and SW developersManage all aspects of IT Operations as well as SW DevelopmentDefine, monitor and control IT budget and Service DeliveryManage 20+ IT experts teams responsible for IT Security, Workplace, Servers and Network Infrastructure, IT Service Desk, AVAYA Telephony as well as Business… Show more P&L responsibilityDefine IT strategy for CEE region, including Information SecurityTransform IT to Agile development methodologySupport Master Agreement negotiations with providers and SW developersManage all aspects of IT Operations as well as SW DevelopmentDefine, monitor and control IT budget and Service DeliveryManage 20+ IT experts teams responsible for IT Security, Workplace, Servers and Network Infrastructure, IT Service Desk, AVAYA Telephony as well as Business Analysts and Business Intelligence teams and external SW developersAccountable for Service quality and performance, ensure future demand from growth and projects is understood and factored into capacity plansDeliver IT solutions as per local and central teams requirements and business needsPresent OPS and Development status to EXCOM and Senior Management Show less

Green-field build of multinational L1 support teams in 24/7 operation - 6 languages, 20+ nationalities, 60FTEsPrioritization of activities for the Team Leads and their teamsResponsible for support team operation according to agreed SLAs/OLAsTeam motivation and evaluation in demanding and high-stress environmentProviding remedies to escalationsMitigation plans and Service improvements planning

Commercial responsibility for 27 countriesPrice Book, Commercial terms, Mobile Bundles & PoolsOrder to Cash process systems and billingBenefits trackingDelivery of Mobile services (reports, data, TEM) as per contractRevenue and margin ownership/BC deliveryEscalation owner for all mobile issues (service, contract)SLA and Credit ownershipService CatalogueMobile Contract closure

Manage international, multilingual support teams within a European Service Management Centre in the Telco industryResponsible for Provisioning, Billing and Configuration Managers and their teamsResponsible for 5000+ WAN/LAN/FV/Mobile "Business As Usual" requests per month, and Special Project Requests ( out of contract) from pre sales quotation stage through to service deliveryAttend senior management client meetings to review monthly results /projects and service improvement… Show more Manage international, multilingual support teams within a European Service Management Centre in the Telco industryResponsible for Provisioning, Billing and Configuration Managers and their teamsResponsible for 5000+ WAN/LAN/FV/Mobile "Business As Usual" requests per month, and Special Project Requests ( out of contract) from pre sales quotation stage through to service deliveryAttend senior management client meetings to review monthly results /projects and service improvement plansDefine global processes and policiesEnsure the team meets SLA and contractual obligations to the client, manage improvementsEnsure delivery of requested quotation for nonstandard products/services are within parameters of contract, including commercial aspects from quotation through to deliveryExecute Improvement Plans whenever needed Show less

DP DHL European Telecommunication Optimization project member (28 European Countries)Multilingual L1 support team Establishment, Management, Development and EvaluationProcess/SLA/system/reporting design with project streamsCooperating with Telefonica and 3rd party support departments across EuropeProviding pre-sales support for new customers

Managing 12 teams in 3 locations in shift operation (170 FTEs - 1st, 2nd level and paid support)Integration of Eurotel and Cesky Telecom Support Departments and headcount optimizationFormation of Eurotel's Paid Data Support Line and later Integrated O2 Paid Support lineEstablishment of O2 Slovakia Technical Support

Managing a team in shift operation to provide appropriate coverProviding remedies to escalated problems from the Help Desk, Complaint managementManagement of inter-regional problem/incident ticketsNegotiation with entities

Administration of 1300+ Desktops and Laptops - Win2000, WinNT 4.0, WinXP, Win9xDeputy Managing a team of 4 PC Support TechniciansProblems identification, documentation of Known Problems and their workaroundsMaintaining Knowledge Base, White Papers publishingAssist users by telephone, remote or onsite support within an agreed SLA

Oh yes, I also started as the IT support person, so I know what it is like.LAN Administration (120 Workstations) – NT4.0, Win9x and Win 3.xWWW Pages AdministrationUser SupportInternet provider CESNET (User Support)Software and Hardware Maintenance and Installation