Roman

ROMAN LUTSYK
TECHNICAL ACCOUNT MANAGER | CUSTOMER SUCCESS MANAGER | IT SUPPORT LEAD
Ukraine • [відкрити контакти](див. вище в блоці «контактна інформація») • Calls / Viber / Telegram

PROFESSIONAL SUMMARY
IT professional with over 15 years of experience in technical support and client-facing roles, mainly in FinTech, banking,
telecommunications and retail. Recent work has focused on B2B FinTech clients, product implementation, API integrations and
ongoing support. Earlier roles included leading support teams and setting up ITIL/ITSM processes.

AREAS OF EXPERIENCE
Technical account management • B2B client support • Customer success • REST API integrations • Payments and transaction
processing • Incident and problem management • Escalations • ITIL / ITSM • SLA and CSAT • Client onboarding • Technical
documentation • Support team leadership

PROFESSIONAL EXPERIENCE
SDK.finance | 3 years
Technical Account Manager / Customer Success Manager
• Main point of contact for 10+ B2B clients during onboarding, integration and ongoing product use.
• Helped clients with REST API integrations and issues involving transactions, accounts, authentication, payment flows and third-
party services. Used API requests and logs to investigate problems.
• Worked with Development, Product, QA and DevOps to investigate issues and kept clients informed about progress, product
limitations, releases and fixes.
• Reduced client response time to 30 minutes, improved the onboarding process and contributed to customer documentation and
Marketing materials.
Tools: Jira, Confluence, Postman, SigNoz, Swagger, Slack, SumSub, Fireblocks, Kraken, CurrencyCloud, Corefy, ChatGPT
Geidea Technology Company | 5 years
Account Manager / Head of Support
• Led a support team of 3 people and managed day-to-day support operations.
• Owned the company's flagship enterprise account — a Saudi (KSA) fintech client with Egypt operations, whose platform powered
roughly one-third of all payment terminals in Saudi Arabia.
• Led onboarding, infrastructure setup, incident management and customer-success activities as primary contact for the client's
KSA and Egypt teams.
• Investigated incidents, including API integration and configuration issues, and worked with Development, Product, QA and
DevOps to resolve them.
• Monitored payout processes, prepared daily reports and coordinated post-incident reviews with stakeholders.
Tools: Jira Service Management, Confluence, Postman, New Relic, Swagger, MPGS, Slack, MS Teams
Anglo-Gulf Trade Bank | 1 year
SOC Support Engineer
• Helped maintain the bank’s information-security operations during a period of reduced team capacity.
• Monitored threats, blocked malicious IP addresses and hosts, reviewed third-party security advisories and contributed to the “Kill
Switch” protocol.
Tools: Jira Service Management, Confluence, Splunk, Microsoft Defender for Cloud, Azure WAF, Palo Alto Panorama, IBM X-Force Exchange

Anglo-Gulf Trade Bank | 1 year 7 months
Senior Help Desk Support Engineer
• Handled support requests and kept users, management, support teams and external providers informed about progress.
• Organized urgent P1 calls and post-incident reviews, contributed to incident-management procedures and reporting, and helped
establish the SOC team. Also maintained the knowledge base and monitored Jira/Confluence infrastructure.
Tools: Jira Service Management, Confluence, Splunk, Microsoft Defender for Cloud, Azure, Fenergo, Mambu, ComplyAdvantage
SIBIS Ltd. | 2 years 3 months
Head of Help Desk
• Managed the Help Desk team, helped build the department and introduced ITIL/ITSM processes and an ITSM system.
• Oversaw SLA-based incident handling, staff training, supplier coordination, CSAT reviews, service charging reports and the
knowledge base.

ROMAN LUTSYK • CV

MTI Ltd. | 7 years 7 months
Head of Help Desk / Support Engineer / Service Support Specialist
• Held several roles over 7 years, progressing from Service Support Specialist to Support Engineer and Head of Help Desk.
• Worked on ITIL/ITSM processes and the ITSM system, handled incidents under SLA, trained new team members and coordinated
suppliers.
• Maintained the knowledge base, reviewed CSAT results and prepared monthly IT service charging reports.

TOOLS & TECHNOLOGIES
Service management: Jira, Jira Service Management, Confluence, Omnitracker, ManageEngine ServiceDesk Plus, IBM Control Desk.
API and monitoring: Postman, Swagger, New Relic, SigNoz. Databases: PostgreSQL, MS SQL Server, Oracle. Other tools: Active
Directory, MS Azure, Splunk, Microsoft Defender for Cloud, Palo Alto Networks Panorama, Citrix Virtual Apps and Desktops.

CERTIFICATIONS & TRAINING
Microsoft Certified: Azure Fundamentals | November 19, 2020
AWS Partner: AWS Cloud Practitioner Essentials (Classroom) | Certificate of Completion, July 19, 2022 (2 days)

EDUCATION & LANGUAGES
National University of Kyiv-Mohyla Academy, Kyiv, Ukraine — MS in Computer Science, 2010
English (B2/C1) • Ukrainian • German • Polish

ROMAN LUTSYK • CV