Ivan Malnar Email & Phone Number

Luxembourg

• As a Service Manager, I am a dedicated professional with a passion for delivering exceptional service experiences. I am committed to ensuring that service quality remains a top priority and contributes to the overall.
• Process Management: Responsible for defining, establishing, and maintaining critical service delivery processes. Continuously ensure these processes meet and exceed established standards while aligning with customer.
• Service Agreements Oversight: Take charge of enforcing and verifying service agreements with providers. Ensure that services delivered consistently align with defined Service Definitions and Service Level Agreements.
• Incident Management Leadership: Act as the key point of contact and owner of the Incident Management process. Handle escalations and complex incidents when required to minimize disruptions and maintain service continuity
• Resource Management: Lead the management of resources involved in service delivery. Allocate resources efficiently to fulfill contractual commitments and proactively prevent firefighting activities.
• Performance Monitoring and Enhancement: Utilize monitoring, reporting tools, and data feeds to closely monitor service quality. Contribute to continuous improvement efforts, ensuring that performance enhancements.

Luxembourg

• As an IT projects manager, I am at all times responsible for the realization of several different projects, as well as the daily operational management and development of applications/systems in the Publications Office.
• Working closely with the business units in order collect and analyse business requirements
• Managing different in-house teams and external contractors
• Juggling ever-changing priorities and requests from many different stakeholders
• Working with various teams (internal, external) to ensure the successful completion of projects, monitoring KPIs
• Planning, budgeting, risk, stakeholder and quality management for every single project

Luxembourg

• Jira Administrator for Publication Office,
• Apache Subversion Administrator for Publication Office,
• IT applications integration (Installation, configuration and maintenance),
• IT web applications deployment via Tomcat or Weblogic,
• IT applications manual and automated testing (Acceptance, Smoke, Sanity, Validation, Non-Regression and Performance tests),
• Selenium IDE and Webdriver,

Osijek

• Everyday communication with customers via email or Skype,
• Mobile applications manual testing (HTML5, Android and iOS),
• Bugs reporting, tracking and verification of various,
• iTunes and Google Play store submission and re-submission process,
• API-s changing, pulling and creating data,
• Facebook and Twitter review processes and integration.

Zagreb

• BMC tools (BMC Track-It! / Footprints Service Core / Client Management) planning, installation, configuration, automation and maintenance,
• Consulting Services - identifying business needs, assessment of the current situation and processes, customization capabilities of tools towards best practices (ITIL v3) based on user requirements,
• customer implementations helpdesk support, maintenance, upgrading and expansion of the functionality,
• presales activities and the creation of business offers, conducting "proof of concept" presentations and workshops,
• Microsoft Windows Server planning, installation, configuration and maintenance,
• Microsoft SQL Server planning, installation, configuration and maintenance,

Master'S Degree, Electrical, Electronics And Communications Engineering, Magna Cum Laude

Bachelor'S Degree, Electrical, Electronic And Communications Engineering Technology/Technician, Magna Cum Laude