Built from the very scratch Exadel's Managed Services capability by:- working with marketing to develop the value proposition, promotional materials, capability presentation templates;- cooperating with the sales and account management teams to build a pipeline of potential customers offering and pitching Exadel's proposals in the area;- upskilling the sales and account management teams by creating LMS course on basics of the managed services, Exadel's strengths vs competition, approach to calculation of potential project financials;- building the processes of the managed service delivery from SOW templates and SLA definitions to skill matrices and interview process definition.- hiring and training the teams that were deployed on the very first Exadel's managed services engagements;- overseeing all managed services projects in the company, ensuring teams follow the process and customers are satisfied with the service.

Built and led the 24/7 SRE (L2/L3) team of specialists based in different time zones (GMT+1 to GMT+7) for the one of the 10 most successful YCombinator companies with $1B+ revenue, that is trusted by 7,000+ brands to ship orders across US, UK, EU, Canada, and Australia.Reached 10/10 NPS by great Team coordination and continuous delivery of the Service.Reduced the number of alarms from approximately 1M per day to 20-30 per day by cutting the false positives and code refactoring.Set the integrations between existing tools (Azure AppInsights, Jira SD, OpsGenie, Slack, G-Suite).

Built from the very scratch and led the 24/7 support (L2/L3) and maintenance team for the new business direction in the biggest telecommunication company in Belarus with 51% of mobile services market share and $0.5B+ revenue.In 2 years helped the company to increase its cloud market share from 0% to 16%.Held the accessibility of the infrastructure at the 99.95% level.Held NPS at the 9.5 level.Hired and mentored team members, defined internal processes, schedule and KPI, took part in the budgeting and procurement process, collaborated with vendors and internal teams.Took part in the architectural solutions and also participated in the launch of new products. Was in tight touch with Data Centers, took part in instalment, testing and deployment of the new hardware. Increased Data Centers hardware capacity up to 300%.Led the process of successfully passing PCI-DSS certification.

Managed all of the IT activities in the one of the leading audit companies in Belarus (2nd place by revenue in 2017) and a part of the one of the biggest world audit networks (5th place). Developed DRP, IT part of BCP, retention and security policies.Was responsible for IT budgeting.Deployed the internal Wi-Fi network complying all the necessary security standards.Reorganized company's IT infrastructure to hybrid cloud to prevent the interruptions in business process.Provided internal security trainings.Deployed access control system in the office.Examined client’s infrastructure and applications for the main IT security standardsPrepared 40+ detailed reports with conclusions of the probability of data damage or fraud. Took part in more than 40 audits.

Led the IT department in international R&D and industrial company with revenue close to $15M. Increased the accessibility of the IT services from approximately 80% to 99.95%.Optimized IT budget and reduced it to 20%.Transferred all of the critical services (AD, DNS, Mailserver, ERP) to the virtual infrastructureDeveloped KPI metrics for the IT department.Developed DRP and IT part of BCP.

Built IT audit process in company from the very scratch after the separation of the company from KPMG.Developed IT audit questionnaire.Developed the IT audit approach, based on the best ISACA practices.Took part in IT audit sessions.Prepared reports for the auditors to evaluate the probability of data damage or fraud.Transferred most critical services to the virtual infrastructure.Implemented remote administration tools.Implemented timesheet software for clear working hours billing.

Built Customer Service processes in young, fast growing IT outsourcing company.Helped the company to expand its client base up to 100%.Implemented ITIL standards for the company's internal processes and for 3 clients.Held client satisfaction at the 95% level.

In 3 years grew up to be the first technical support specialist in the company to the head of department.Built and led L1 and L2 support teams, developed team KPI, implemented ITIL principles.