Tomasz Stępczyński Email & Phone Number

Warszawa, Woj. Mazowieckie, Polska

• Defined the purpose and scope, roles and responsibilities, inputs/outputs of the process• Identified process interfaces (relations with other processes), stakeholders and their key competencies• Monitored and reported process performance, process alignment, process interfacing and process improvements• Performed periodical process reviews and updates (incl. maturity assessments, internal and external audits)• Performed process risk analysis, setting and monitoring process KPIs - monthly change success rate above 90%, urgent changes rate below 10%, 0 changes causing incidents and 0 unauthorized changes• Created and maintained process documentation• Communication and about the process (and its changes) was delivered to all interested parties (Service Provider, Change Manager, Service Delivery Manager, Service Owner) whenever necessary• Provided trainings about the process and ITSM tool used via either internal e-learning platform or Teams meetings

Warszawa, Woj. Mazowieckie, Polska

• Delivered the Operations or Devops service solutions to the internal and external customers according to the agreed SLA and industry standards• Communicated on a daily basis with all stakeholders and contributed to the efficient Customer Relationship management• Performed periodical customer reporting and user experience (UX) reviews• Translated customer demand towards delivery of technical solutions as well as technical information to business language• Overviewed and coordinated customer tickets raised in relevant ITSM tool to ensure timely completion and escalated when needed• Reacted to customer feedback and improved service delivery by addressing identified gaps in the execution of requests or automation of processing and monitoring of assigned tasks

Warsaw, Masovian District, Poland

• Cooperated with internal delivery departments and various subcontractors to ensure stable operation and effective communication to stakeholders at all levels, both internally and externally• Proactively engaged in problem management activities to minimize the risk of major incidents occurrence• Coordinated resolution of complex major incidents• Coordinated implementation of changes • Prepared documentation and reporting data for incident and problem management• Participated and coordinated various task forces and workgroups set up to ensure delivery of incident resolution, problem root cause analysis or fulfillment of service requests

Bydgoszcz, Woj. Kujawsko-Pomorskie, Polska

• Managed the assigned IT process in accordance to Atos Service Management Model based on ITIL best practices• Focused on core ITSM / ITIL functions including but not limited to areas such as Problem Management, Incident Management, Change Management, Configuration Management provided for external Atos customers

Warsaw, Mazowieckie, Poland; Irving, Texas, United States Of America

• Coordinated prevention & restoration of Service outages• Prioritized and categorized incidents based upon urgency, impact and criticality• Managed, facilitated & escalated high severity incidents that were impacting Services throughout the EMEA & NAM regions, using defined reporting, escalation and notification tools and procedures• Chaired service restoration calls as well as timely escalated critical and unresolved Incidents to appropriate levels of management• Expedited services outages resolution by working closely with other teams including data centers, command centers, network command centers, subject matter experts (SME), vendors and business aligned technology teams• Identified and tracked of associated follow-up tasks to restore or stabilize Service, documented within the appropriate ITSM system with inter-process relations• Participated in the standard Post-mortem (Root cause analysis) process, to ensure factual, concise & professionally compiled reporting

Warszawa, Woj. Mazowieckie, Polska

• Monitored data processing for multiple applications and transmission channels on different platforms for the assigned business area• Ensured online services availability for the business (over 99% availability of services in custody - measured on a monthly basis)• Took part in restoration and prevention activities against Service outages• Assessed urgency, impact and criticality of outages, along with the timely escalation and stakeholders communication if deemed necessary• Defined & enforced operational standards, processes and procedures, ensuring all documented activities are consistently performed to standard• Assessed and highlighted risks in the environment of relevant business areas based upon procedural exposures, Information Security policies and Risk Assessments

Warszawa, Woj. Mazowieckie, Polska

• Provided technical and administrative assistance to the Shift Manager, with the additional responsibility of in-region management presence to their aligned shift• Reported to the Shift Manager on performance metrics, which included people and process related activities, cover arrangements to ensure resources availability• Formally responded to internal incidents that occurred locally, either direct to the Shift Manager, or to the intended recipients when deputizing for the Shift Manager

Warszawa, Woj. Mazowieckie, Polska

• Performed systems monitoring and manual data processing activities in the Data Center environment for the financial industry• Detected, classified and reported any events and incidents • Processed manual End of Day application jobs execution including timely delivery of all handoffs to external systems in order to meet Business requirements• Involved in optimization and automation actions to improve data processing efficiency