• Maintain high performing (10+) members of teams IT Service Desk (ITSD), End User support (EUS), IT Service Management (ITSM), Asset Management and Application support (L2)• Manage all aspects of the subteams• IT Service Desk/EUS overall service delivery• Define, monitor and control application budget• Support Master Agreement negotiation with 3rd parties/providers of external services • Define ITIL processes as the framework of IT Governance• Process KPIs' definition, SLAs' negotiation • Responsible for IT Service Desk/IT Service/Process Quality and Performance measurement• Responsible/Accountable for the operation of ITIL processes IM, PM, ChM, RF, CMDB• Application service cataloque ownership• Mitigate or eliminate audit findings within owned areas• Plan and execution of DRP incl critical business processes mapping• Present ITSM status to Senior Management• Train IT people in ITSM framework• Lead DORA incident management community

• A bridge between business and IT• Business ownership of the solution designed for a clearing of electronic toll transactions (e-Toll)• Daily monitoring of processing post/prepay transactions in Clearing and Fleet Card systems• Daily troubleshooting of the E2E clearing system• Foster relationships with Fleet Card Issuers and Kapsch Telematic Services• Coordination of projects related to CZ Toll system (card prefix migration, online authorization)

• Own and design the implementation process of new product of POS software irregularly installed on terminals (Czech and Hungary)• Manage POS service organization in Hungary (SPOC, SLA, invoicing, reporting)• Set up the methodology and quidelines• Supervising ITIL processes / Governance framework• Present the project status do Senior Management Main achievements1. Setting up the whole POS terminal installation process in the Hungarian environment2. Effective leading CardNet POS service organization3. Successfull customer reports design and managing their implementation

• ITIL v3 processes ownership• IT Service Desk supervision• Quality & Performance management of IT Suppliers of external applications• Request Fulfillment process implementation • Project Management - ITIL Q&A portal design and implementationMain achievements1. Successful concept design and implementation of new internal Q&A portal2. Process design and ownership of the operation processes3. Methodological leadership

• maintain BIPS (Bank of Ireland internal pricing system)• quality check of source data on the LAN (templates files)• acting as gatekeeper for all incoming risk rating files (BASEL II templates)• raise actions and recommendations for improving internal processes

• providing leadership (Application Maintenance Team/7 people)• creating team methodology/procedures• assisting with the resources/financial planning• SPOC for management and other teams

• administration of assigned IT services and ensuring their continuous operation TIBCO, BBUS (middleware), FileNet, IXOS Archiv (DMS), SAP R3/IS (ERP), Clarify (CRM)• participating in new IT service implementation• updating all documentation• interacting with external suppliers

• supporting internal developers and testers• administration of MS SQL Server databases• solving serious users problems• code scripting (SQL)