Head of IT Operations IT Support Lead ITSM Process Manager IT Service Management Lead

На данный момент IT Process Lead/ Head of function.

Мои компетенции и опыт

I have over 9 years of experience building and leading IT support and service management in large Russian and international companies — including retail, FMCG, and fintech. I have managed L1 and L2 teams (including 24/7 duty shifts), as well as service managers and ITSM process managers. My key strengths are process development, ITIL-based practices, automation, and implementing performance metrics.

I have led operations for mission-critical systems, introduced postmortem practices, self-service tools, and BI reporting using Power BI, Tableau, and Grafana. I collaborate with users, business teams, vendors, senior management, and both project and product offices to ensure reliable and transparent IT support.

I enjoy building efficient, customer-oriented support services with well-structured processes and smart automation.
English — B2 level, confidently used in communication, documentation, and regular calls with international teams. I’m actively improving toward C1.