Valentin Lukianenko Email & Phone Number

Kraków, Pl

Украина

• Developed incident, change and service request management processes based on ITIL/ITSM best practices in a large high-load company ;• Implemented a special team based on L2 support exclusively for ITSM processes needs (with DevOps on-call scheduling) ; • Described key specifics of processes in documentation, which also contains the knowledge base for L2 support, accounting for incidents, changes and service requests ;• Implemented monitoring of all application layers: hardware, network, infrastructure, application, business-logic metrics and 3rd party services ;• Deployed key performance indicators for L2/L3 support lines, thereby reducing incidents responding and resolving time ;• Member of SRE team with a key role in terms of incident response, service performance and availability. Participated in the development of SLO/SLI/SLA for various applications.

• Managed the staff (~20 employees) by recruiting, mentoring and training ; • Directly involved into building IT-oriented unit such a 'L2 support' instead of regular technical support ;• Implemented efficient processes with L1 support (call-center) cooperation, processing ~15k user's requests per month ;• Improved collaboration between various business teams using different procedures and metrics ;• Wrote technical database collaborating with development teams to receive more relevant knowledge and experience ; • Experienced with such technologies: OS lvl: Linux, bash, virtualization (oVirt); DB: MySQL, MongoDB, ClickHouse ; Programming languages: Python, .NET/C# ; Monitoring systems: Prometheus, Grafana, Zabbix ; Other: k8s, docker, nginx, consul, linkerd, elasticsearch