Managing containerized application using Docker designated for critical IT SLA measurement service with following duties: - Making sure that measurement data related to uptime of platform services, response/request time of securities transactions are being received, processed and transferred to the database - Ensuring undisturbed and cost-effective operation as part of the service level agreement - Specifiying requirements, controlling all operational aspects - Clarifying infrastructural requirements with technical infrastructure responsible (external provider) - Keeping operating manual and other documentation (system documentation, vulnerability management, risk assessment) up-to-date - Making sure that services in development environment are up and running - Writing and running test cases, creating test documentation via ALM Octane. - Creating and committing merge requests, running pipeline jobs via Gitlab - Planning and building changes, and submitting changes in CAB. - Collecting and analyzing data and trace log files via SSH in order to resolve incidents & problems in test and production environment

Responsible for major incident management as part of the german bank Deutsche Wertpapierservice Bank AG.

As a lead incident manager (in a team of 7-8 people) on behalf of T-Systems International within the portfolio unit managed infrastructure services (private cloud) for multiple german customers in the area of finance (banking sector) and public health insurance with following duties: - Taking a steering role in case of major incidents and escalations, driving incident resolution by initiating, coordinating and steering technical calls with an overview of TSI infrastructure cloud services und critical landscape.- Keeping customer, upper management and technical teams informed about current work in progress status (LIM hotline, e-mail)- Creating status reports & technical documentation and handover to problem management- On-call duty in 7/24 service (shared with the colleagues)- Responsible for keeping the recovery deadlines agreed in the service contract- Collaboration with operation units & other stakeholders (SDM, OPM, other LIM units, problem, change management)- Monitoring the keeping of the expected SLA (service delivery agreement) levels - Ensuring the proper documentation of the events - Sharing “Lesson learned” facts within the team- Optimizing existing processes, involves the Problem management if needed- MoD (Manager on Duty) for other german customers (Vertical Germany Cluster) as an additional role.

- Performing daily operation tasks as part of the print service operations (printer refresh, IMACD): installing, setting & cleaning up HP devices via remote print management tools for a major commercial bank located in Germany.- Working within a multinational operations team (service delivery, server administration, application support, fleet management)- Providing 2nd level support: ad-hoc printer related incidents & requests- Device staging & management (overall 8000 devices): device deployment, hardware & software configuration, clean-up, troubleshooting, monitoring and ad-hoc reporting via HP Webjet Admin, HP Embedded Webserver, HP Security Manager, PrinterLogic Printer Installer, Nuance SafeCom and other tools.- Daily collaboration with german print delivery team and other stakeholders (server administration, application support, project & order management), taking part in the weekly operations calls. - Supporting vendors in EMEA and Asia via dedicated redphone.- Fulfilling special tasks in various projects: - Providing assistance for NSSR card reader "worldconfig" configuration Hong Kong (July 2019): - Fixing WJA discovery scheduled tasks (March 2020) - Semi-automated data cleanup using Power Query in MS Excel (December 2020) - Creating printer knowledge test with Q&A (50 multiple choice questions, July 2019), - Creating training material in german, PPT 24 slides (February 2020)

As a system administrator within the Remote Desktop Management (RDM) team I provided 2nd line support for users within a major german bank worldwide via phone, e-mail and ticketing tool by resolving technical issues (Windows, Citrix, VDI, Outlook, network, print etc.). Troubleshooting via MyCom Director, Desktop Director, Windows registry, Active Directoy and other tools.

I handled customer interactions as first point of contact (major insurance company in Germany), resolved incidents and provided information for the RDM (2nd level) team, if needed. I also took part in the Backdesk team between July and November 2015.