IT Infrastructure Management

Long-standing experience in IT service management based on agile and ITIL processes. Taking measures to ensure a smooth process in incident and problem management.

• Taking actions to ensure quick processing of orders within request management.
• Resolving technical requirements and requests based on subject expertise.
• Advising users on all IT topics.
• Monitoring service level agreements to ensure services meet agreed standards.
• Collaborating with internal teams and establishing standard solutions for recurring issues.
• Proactive maintenance and monitoring.
• Automation and standardization.
• Collaboration and communication.
• Strong knowledge of ServiceNow ITSM modules, including Incident Management, Master Incident, Major Incident, Problem Management, Change Management, and the Service Catalog.
• Handling day-to-day operations to ensure routine and recurring tasks are completed and to maintain smooth operation of IT systems and infrastructure.
• Tasks such as system maintenance, support, application monitoring, and user management.
• Continuous learning.
• Evaluation and optimization.
• Documentation in the ServiceNow and Jera ticketing systems.
• Document management with SharePoint and Confluence.
• Microsoft 365, Microsoft Azure, and cloud computing.
• Backup and replication with Veeam systems.
• Documentation in the ServiceNow and Jera ticketing systems.
• Knowledge in SAP S/4HANA.

• Monitoring and controlling systems/system components, applications, processes, and customer environments in the decentralized and network area of the entire Finanz Informatik in shift work.
• Server administration, AD management, and employee group management.
• Incident detection with detailed problem analysis and troubleshooting of affected components is a main task in operations.
• Active communication with business units, escalation when needed, and documenting incidents and actions taken in the ARS ticketing system.
• Follow-up on incidents, including drafting and completing related instructions, solution proposals, tool support, and processing guidelines.
• Performing changes within agreed scope according to the change process.
• Proactive detection and resolution of error situations.
• Knowledge in SCOM, Command FNT, Windows AD, vSphere, Network Node, and Infoblox Manager.

• IT infrastructure management.
• Involvement in the T2020 project, supporting business users in migrating to Trinseo workstations and providing ongoing support.
• Building relationships with office users, plant and production managers on site, which helped business operations and built trust in IT services.
• Support, maintenance and servicing of the complete network infrastructure on Windows.
• IT support for employees, analysis and resolution of operational disruptions, fixing login errors, Office 365.
• Execution of IT projects in collaboration with all company departments.
• Planning and procurement of hardware and software.
• Maintenance of the Microsoft Active Directory (AD) directory service, Windows Intune and other infrastructure components (DHCP, DNS) on Windows Server 2012R2, Windows Server 2016 and Windows Server 2019.
• 2nd and 3rd level support for AD users and permissions management.
• Strong experience in administrating IT platforms (ServiceNow), tickets and requests.
• System monitoring and troubleshooting.
• Creation, updating and maintenance of standard operating procedures related to PCLM services.
• SLA management.
• Asset distribution process management.

• Software rollout team lead nationwide.
• Network setup coordinator.
• Retraining of management and employees on the new system (Pulse software).