Gediminas Kišonas Email & Phone Number

Vilnius, Lithuania

Vilnius, Vilniaus, Lithuania

• I was responsible for redesigning, documenting, managing and owning post incident (post-mortem) review process.
• I led weekly operational status review meetings to ensure status awareness among engineering managers and engineering directors of incidents, problems and action items. My goal was to highlight potential risks of new.
• I was responsible for daily stand-ups to ensure progress on the process improvement roadmap. This included backlog refinement, prioritization and sprint retrospectives.
• As post incident review (post-mortem) process owner I participated in root cause analysis calls to assist engineering managers in root cause analysis and ensure critical gaps are discovered and addressed by means of.
• I led quality control to ensure incident review documentation is produced to the highest standard and within required timeframes. This included quality review of action items to make sure the initial task formulation.

Vilnius, Vilniaus, Lithuania

I worked on several projects together with a project team, service owners, external consultants and internal engineers to drive resolution of business critical issues, improve customer experience, reduce costs and operational workload.

Vilnius

• I was responsible for driving task force service improvement plans and reporting progress to management. - I had to formulate and present problems. - I prepared documentation for reporting. - I organized workstreams.
• I worked on an initiative to improve and simplify problem management process, ways of working and tooling.

Lithuania

• I was a technical owner of mobile services in Telia Lietuva.
• My responsibilities included: - Establishing a mobile services catalogue. - Setting up a major incident severity matrix in collaboration with different product owners and delivery managers to ensure incidents are.

• Analysis of incident data;
• Process governance and control: working with problem owners to ensure that problem management process is followed correctly and problem records are managed from registration to completion in accordance to problem.
• Reviewing resolved high severity problem tickets and making sure that root cause and permanent solution are appropriately and clearly documented;
• Writing, scheduling and hosting Post Incident Reviews for high severity major incidents. Following up on outstanding high severity problems and tasks – making sure they are being progressed, and closed appropriately.
• Working with service management teams (Change/Incident management) to improve processes;
• Management of lower severity records: engagement of lite post incident review process with service managers, major incident owners and SMEs, highlighting observations from related incident analysis;

• Taking inbound calls from bank employees and vendors making outbound calls to employees and vendors, in order to help them with computer (software, hardware), Blackberry, printing, remote access, issues and resetting.
• Escalating IT support tickets to relevant support groups if the problem does not fall within service desk scope or requires local attendance.
• When required acting as IT service desk operations manager handling high level escalations from key customers to 2nd line support teams if urgent incidents have not been handled in expected timeframes.
• Cooperating with other IT teams to make sure the productivity of our customers is affected as little as possible.
• Responsible for training new service desk agents, updating training material and acting as subject matter expert assigned to assist new joiners (floor-walking),

Handling inbound calls from customers and answering their queries, communicating and dealing with their requests, catalogue orders, item collections and delivery. I also handled payments and customer account set up with the company.