Dušan Petrov Email & Phone Number

Serbia

Belgrade, Serbia

• The Head of Digital Innovation plays a pivotal leadership role within the Technology and Innovation division at Hyperoptic, responsible for orchestrating the digital transformation journey that drives innovation.
• Leading the technical delivery of digital transformation and defining the digital strategy
• Directing the redesign of T&I into a fully agile structure with agile delivery methodologies. This will involve the establishment of centres of excellence, fostering partnerships, and embracing DevSecOps principles and.
• Efficiently managing Business Analysis and Solution Design teams while ensuring efficiency and alignment with our long-term digital strategy

Belgrade, Serbia

• Active member of the leadership team, represents and provides leadership for the teams in Belgrade office
• Contribute to the development and overall execution of the business transformation strategy
• Promote IT vision to support transformation and innovation across the business
• Take overall ownership for the service platform portfolio including OSS, BSS, Service Desk, Zendesk & more while leading the teams through change and ambiguity
• Maintain high colleague engagement levels, fostering cross functional collaboration and developing a high-performance continual improvement culture across the teams
• Deliver the business improvement initiatives by using technology and innovation

Belgrade, Serbia

A senior manager, expert in the OSS/BSS solutions domain with demonstrated experience and profound knowledge of both the systems available and the ways they are operated within an ISP/telecommunications industry. Leading and developing OSS and Service Management system analysis, design, and configuration teams. While developing a strategic technical vision.

Belgrade, Serbia

• Experienced manager in the telecommunications software solutions domain leading and developing OSS, BSS and other telecommunication systems analysis and configuration teams responsible for the technical ownership of.
• Contributing to the development and overall execution of the business ITNO strategy.
• Working collectively with ITNO management to ensure departmental objectives & KPI's are achieved.
• Managing, leading and developing the technical analysis and configuration teams in charge of various telco system solutions (including, but not limited to the OSS, BSS, Marketing Cloud, Service Desk, Zendesk, etc.)
• Mentoring and training the team on all relevant configuration, technical analysis and soft skills, ensuring that the team stays on top of emerging technology trends.
• Leading by example and maintain high colleague engagement levels, fostering cross-functional collaboration and developing a high-performance continual improvement culture across the teams.

Belgrade, Serbia

• An expert in the software solutions domain leading and developing OSS, BSS and Solutions configuration teams responsible for the technical ownership of the third-party software utilized across the business along with.
• Contributing to the development and overall execution of the business ITNO strategy.
• Working collectively with ITNO management to ensure departmental objectives & KPI's are achieved.
• Leading and developing the configuration teams in charge of various solutions (including, but not limited to the OSS, BSS, JIRA, Zendesk, etc.)
• Mentoring and training the team on all relevant configuration and soft skills, ensuring that the team stays on top of emerging technology trends.
• Reporting on the team KPI’s.

Belgrade, Serbia

• Participating in the company's digital transformation by encouraging and supporting business stakeholders in their switch from a number of disjointed applications and spreadsheets to comprehensive and integrated.
• Negotiating during the (pre)-sales process, implementing and configuring major software solutions such as SAP (ERP), WhaleCloud (OSS), Service Now (ITSM) and JIRA.
• Identifying new business software requirements and producing corresponding documentation.
• Configuring 3rd party software based on identified business needs, industry standards and best practice.
• Working directly with users from within the business to identify needs and resolve software configuration and process problems.
• Documenting solutions and auditing the related change requests.

Belgrade, Serbia

• Working collectively with CS management to ensure departmental objectives & KPI's are achieved.
• Ensuring that the daily tasks are distributed to agents to ensure that all SLA's and KPI's are achieved.
• Ensuring that the Agents are alerted about ongoing network, system or customer related issues.
• Ensuring employees have appropriate training and other resources to perform their jobs.
• Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level.
• Monitoring and improving the quality of all customer interactions through active coaching and mentoring.

Belgrade, Serbia

• Providing support to Team Leaders to facilitate successful completion of targets and performance goals, including but not exclusive to; - First Contact Resolution - PCA 60- First reply time for tickets
• Monitoring the queues and acting appropriately to achieve departmental targets.
• Supporting the smooth and effective induction training for new CS Agents.
• Acting as Customer Excellence champion.
• Liaising with other departments to ensure accurate and timely solution to customer issue.
• Providing day by day coaching/support & guidance to agents.

Belgrade, Serbia

- Providing consultancy in technology, business solutions, digital transformation, and IT strategy- Developed customized IT solutions for clients, improving operational efficiency- Specialized in deploying and optimizing JIRA, Confluence, Bitbucket, Zendesk, and ServiceNow- Translating complex technical concepts into business strategies, driving value and.

Belgrade, Serbia

Participating in the preparation and implementation of scientific research projects of the Institute for Sociological Research: research instruments determination and preparation, data collection, reports preparation and processing. Dušan especially contirbuted to the projects "Territorial Capital in Serbia: Structural and Action Potential of Local.

Master Of Science - Msc, Information Systems And Technology, 9.57

Bachelor Of Science - Bsc, Sociology, 9.62

Activities and Societies: Sociology Students Club, Students for Liberty