Виктория

Contact information

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Work experience

IT Operation manager / SDM / ITSM / Incident Manager

from 12.2023 to now (6 months)
EDEKA IT, Hamburg (IT)

Service and Incident Manager, Customer Relationship
Management EH

Orchestrated service and incident processes across six agile
teams, optimizing SLA, SLO, and SLI compliance.
Mastered a broad toolkit including JIRA, DataDog, Grafana,
Confluence, SAP Solution Manager, enhancing operational
efficiency.
Spearheaded communication strategies with internal and
external stakeholders, Provider Management, On/Off
boarding, leveraging Microsoft 365 and SharePoint for
collaborative management.
Innovated process improvements and led ITSM reengineering
efforts, significantly enhancing CRM service
delivery.
Conducted Interviews of new colleagues with PL

Education

Харьківський університет імені Г.С. Сковороди

Англійської і німецької мов, Харків
Higher, from 2009 to 2014 (5 years)

Additional education and certificates

Cybersecurity Certificate

2024
Certificate

Knowledge and skills

Language proficiencies

• English — fluent
• German — fluent