- Defining the vision and goals for the product based on understanding of customer needs and market trends.- Creating, maintaining, and prioritizing the product backlog according to business value.- Articulating the business requirements to the Scrum team.- Ensuring the team always has an adequate amount of prior prepared tasks to work on.- Planning and prioritizing product feature backlog and development for the product.- Assessing value, developing cases, and prioritizing stories and epics to ensure work focuses on those with maximum value that align with product strategy.- Providing backlog management, iteration planning, and elaboration of the user stories.- Collaborating closely with stakeholders (CEO, Head of Development, Head of Marketing, Head of Consulting, Partner Management, Sales etc.), including Customers, to make informed decisions and manage expectations.- Working with the Development Team to ensure a smooth product development process.- Overseeing product development stages, from initial concept to final product release.- Facilitating sprint planning, sprint reviews, retrospectives and daily stand-up meetings.- Ensuring deliverables meet business objectives and customer satisfaction.- Managing Customers feedback.- Managing Customer Support enquiries.- Aligning the Product with Company products and services portfolio, managing interfaces with other Product owners.

- Creation and implementation of the top-tier reports for Agile, ITSM, DevOps, ensuring every detail is aligned with the industry standards, best practices and customer needs.- Facilitating meetings about new visualizations, measurements, reports, and algorithms with developers and customer representatives.- Collection and analysis of all necessary requirements.- Development of comprehensive mock-ups based on the analysed requirements.- Provision of report mock-ups to the development team for further action.- Reports development management, delivery management.-Managing Customer expectations and feedbacks.

Responsibilities include:IT Service Management Design. Responsible for design of End Customers ITSM wrap, including:- High-level service design: identifying and mapping IT service components, designing service descriptions and SLO/SLA, RAID management- Designing IT solutions’ support approach with governance models and interfaces to Business, Dev, Ops, and Service Desk. Defining activities of service teams, designing ITSM processes- Providing expertise in ITSM Tool (primarily ServiceNow): designing requirements and workflows, user stories, conducting UAT, providing trainings and early life support.Pre-Sales Activities. Responsible for:- Conducting customer data analysis- Analysing competitor solutions and contributing to customer proposals- Cost estimating for ITSM Solutions, including Dev, ITOM, Service Desk resources, and related IT infrastructure- Developing and tailoring marketing materials for specific customers- Supporting sales team during customer-facing meetingsPeople Management. Managed team of 30+ ITSM Process Managers working for 20+ Customers globally, being responsible for: - Resources planning, assignment, and management.- Conducting performance assessments, managing motivation and professional development opportunities.- Interviewing, training and mentoring new team members, managing promotions and departures.- Mitigating risks, and managing escalations effectively.ITSM Operational Delivery. Capacity and Availability Manager, Problem Manager, and Knowledge Manager for several major customers with following responsibilities:- Ensuring ITIL processes are documented, followed, and improved continuously- Ensuring SLAs and KPIs are met, developing new KPIs depending on business needs- Ensuring high Customer satisfaction levels - Developing means to perform data analysis (incidents analysis, IT capacity analysis etc) using MS Power Platform and MS Azure- Developing reporting automation and data analysis with R and Python

Led multiple accounts as Incident, Change, and Problem Manager, responsible for:- Ensuring adherence to ITIL processes, continuously improving them through monitoring and review- Meeting SLAs and KPIs, and developing new KPIs as per business requirements- Maintaining high levels of customer satisfaction by serving as a customer-facing role and contributing to customer expectations and relationships with service providers- Managing a team of analystsConducted department-wide activities, including:- Providing onboarding training for new hires- Facilitating knowledge-sharing sessions with colleagues- Leading department-wide marketing campaigns to local universities

Worked as a Change, Request and Problem Analyst for multiple accounts:- Ensuring timely adherence to SLAs and KPIs for service offerings.- Collaborating closely with resolver groups to coordinate their activities and translate technical topics to business language.- Facilitating seamless communication between IT and Business stakeholders.- Conducting tickets and process analytics, providing actionable insights for process improvements.