• Atlassian Service Owner (Jira & Confluence) is responsible for the complete product offering, from early stage research and ideation, through implementation and iteration based on key success metrics.• Communication, networking, and stakeholder management for the purpose of interacting with a wide variety of people and functions. • There is a need to communicate with credibility to developers, designers, and senior management. All requiring the ability to tailor different communication styles to be able to connect with people effectively.• A tight focus on strategy — and not just on putting out fires. Develop a three-year roadmap for our products to illustrate our vision and plan into the future.• Plan for development• Plan for business needs (Stakeholders) • Develop and maintain a business proposal that makes a compelling case for continued investment into your products.• Manage the entire product line life cycle from sunsetting legacy products to prototyping and testing new features/products and ideas.• Drive buy-build-partner analysis, and where necessary, review potential partner relationships for the product.

- Lead and Manage Service Operation Center. Provide first line supervision to direct report. Coach, Mentor and develop direct report. - Ensure incident identification, assessment, quantification, reporting, communication, escalation management, mitigation and monitoring of day to day operation.- Ensure compliance to SLA, Process adherence (SOP) and process improvisation to achieve operational objectives.Revise and develop processes and strengthen the current Service Operation Framework, Review policies and highlight the challenges in managing SLAs.- Responsible for vendor management, overall use of resources and initiation of corrective action where required.- Creation of reports, dashboard metrics for SOC operations,- Manage and increase the effectiveness and efficiency of the SOC, through improvement to each function as well as coordination and communication between support and business functions.- Co-ordination with stakeholder, build and maintain positive working relationship.- Play a significant role in long term SOC strategy and planning, including initiative geared toward operational excellence.

• Manage group of 5 tier 1 support engineers and group of 5 Service desk engineers.• Manage Virtual team located in Finland and San Jose. • Make sure the internal service providers get high quality support services for IT Services System.• Is an escalation point for issues related to support quality and Critical Cases.• Budget allocations to the support function.• Continue improve on support process.• Ensure there are enough resources available to provide the adequate level of support.• Building a team, which has competent and motivated people and is quick to respond staffing changes (=recruiting), as support has relatively high turnover rate of employees.• Coach the support team members.• IT ticketing system project (Service Now) in-term of planning, development and implementation.

• Involved in setting up the team and Manage group of 9 Tier 1 Support Engineers.• Oversee global and local service desk team.• Develops & Implements support level & IT Support process by referring to ITIL as a guideline. In co-operation with Operation support managers.• Make sure the internal service providers get high quality support services for IT Services System.• Escalation point for issues related to support quality and Critical Cases.• Budget allocations to the support function.• Ensure there are enough resources available to provide the adequate level of support.• Building a team, which has competent and motivated people and is quick to respond staffing changes (=recruiting), as support has relatively high turnover rate of employees.• Coach the support team members.• Involve Incident management in coordinating the incident and problem management.

• Manage group of 10 Tier 2 & 3 Support Engineers. • Make sure the internal and external customers, partners and service providers get high quality support services for F-secure products.• Is an escalation point for issues related to support quality and Critical Account cases.• Operational management of support partners: running quality meetings, quality follow-up and daily communication. • Implements the strategy of the company on support level and develops the support processes in co-operation with other support managers.• Interact between sales and support and providing all possible support (reporting, technical customer visits etc) to ensure customer success.• Budget allocations to the support function.• Involve in planning, developing and running projects based on the needs of the regional market. Project involved:-o Online Chat & Remote Supporto Call System Management o India Call Center • Ensure there are enough resources available to provide the adequate level of support• Building a team, which has competent and motivated people and is quick to respond staffing changes (=recruiting), as support has relatively high turnover rate of employees.• Coach the support team members.