Виктория

VIKTORIIA HANKE
AGILE PRODUCT & IT OPERATION MANAGER

With over 8 years of experience, I specialize in IT Service,
Incident Management, and Operations, currently leading
service and incident management for six agile teams at EDEKA
IT, Hamburg. My expertise spans across enhancing system
administration, software testing, and ensuring compliance with
SLA, SLO, and SLI standards. I'm proficient in ITIL, Agile
methodologies, and tools like JIRA, DataDog, Grafana, Service
Now, SAP SolMan, Confluence and Sharepoint. My
achievements include a 20%+ improvement in code
performance, a 15% SLA improvement, and a significant role in
process redesign for ITSM, contributing to strategic KPI and
OKR settings.

Work Experience
Contact Me
EDEKA IT, Hamburg (Dec 2023 - Present)
[открыть контакты](см. выше в блоке «контактная информация»)
[открыть контакты](см. выше в блоке «контактная информация») Service and Incident Manager, Customer Relationship
21031, Hamburg Management EH
Nationalität: Deutsch Orchestrated service and incident processes across six agile
teams, optimizing SLA, SLO, and SLI compliance.
Mastered a broad toolkit including JIRA, DataDog, Grafana,
Education Confluence, SAP Solution Manager, enhancing operational
efficiency.
2020-2023 Spearheaded communication strategies with internal and
external stakeholders, Provider Management, On/Off
Computer-IT-Verwaltung
boarding, leveraging Microsoft 365 and SharePoint for
und Management Schule, IT collaborative management.
Hillel School, Kiew UA Innovated process improvements and led ITSM re-
engineering efforts, significantly enhancing CRM service
delivery.
2018-2019 Conducted Interviews of new colleagues with PL
HBT Stl. Handelschule Berliner
Tor, Hamburg DE GK Software (Deutsche Fiskal) (May 2023 - Dec 2023)
Fortbildung
Agile Team Leader, Poduct Owner & Incident
Manager,Product Development für ELSTER Project
2009-2014
Regularly review and adjust the product roadmap based on
Kharkiv National University,
market trends, customer feedback, and changing business
Kharkiv UA
requirements.
Master Degree in Linguistics Prioritize backlog items, conduct Scrum Ceremonies with
and Psychology Dev team, monitoring Bugs and Incidents
Led the development of fiscal products, aligning with
strategy and OKR, created Spints and Backlogs.
Enhanced feature testing and code performance by over
20%, utilizing JIRA, Confluence, and coding tools effectively.
Successful communication with stakeholders
Responsible of Design Topics, UX and UI decisions with Front
End Team
 ISS Software (SopraSteria) (Mar 2022 - Apr 2023)
Language Quality Assurance Engineering Lead, Product Insurance
Division, ITSM Project for Austria & Switzerland
Deutsch C2
English C1 Tested new features, conducted smoke, regression and AdHoc
Ukrainian native testing.
Russian native Directed strategic IT service improvements for Insurance
Software
Facilitated stakeholder meetings to ensure progress
alignment with business needs, using tools like JIRA and
SharePoint, Confluence for efficient workflows.
Certifications Bugs and Incidents Monitoring with AZURE Monitoring
Expertise in Java, SQL, Oracle and automation tools Selenium,
2021 February TestComplete.
Writing automation for unit test cases and suits with Python,
The Fund. of Digital
C++, Java
marketing,
Google Digital Camp, USA
q.beyond AG | Nov 2019-Feb 2022
2020 October
Senior Business Service Delivery Manager 2021 - 2022
Business Management, Technical Key User Support Engineer 2020-2021
King's College London, UK 1st Level IT Support Engineer
Advanced through roles from Technical 1st Level Support
2019 October Engineer to Senior Business Service Delivery Manager.
Professional Scrum Master I, Achieved a 15% improvement in SLA performance and
Scrum.org facilitated the integration of cloud computing solutions.
Demonstrated expertise in IT Service Management, ITIL
principles, and cloud platforms like Microsoft Azure and AWS.
Managed 2 big Projects in Automative and Metal Industries
Key Skills: with operating capital over 500 Million Euro per year.
Created Front Desk Team and ITSM Processes from scratch.

IT Service Management & ITIL
Framework AIDA GmbH | August 2015-August 2018
Scrum, Kanban, Waterfall,
Extreme Programming Customer Success & IT Support Manager, AIDA GmbH
Microsoft Azure
MySQL, Oracle Spearheaded customer success initiatives, enhancing account
Java, Python, HTML, CSS, SQL revenue by 25% through strategic upselling and cross-selling
Jenkins, TestComplete, efforts.
Selenium Elevated team performance by 30%, leveraging project
Git, BitBucket, Sourcetree management and digital marketing skills to enrich customer
JIRA, Confluence, SharePoint, relationships.
Miro Provided comprehensive IT support, resolving technical issues
SalesForce via telephone and E-Mail, and implementing digital and social
SAP Solution Manager media marketing strategies in Salesforce to boost customer
Service Now engagement.
HP Ivanti Service Management Proficient in Microsoft Office 365, contributing to efficient
Tool customer support in JIRA and Asana.

Leadership & Team
Management
Strategic Planning
Stakeholder & Customer
Relationship Management
Problem-Solving & Analytical
Thinking
Process Improvement &
Optimization