Gergo Varga

• ITIL Cross Functional Services team: Responsible for all ITIL Service Management and Service Operational activities for managed services related to Infrastructure, Platform, and End User Computing. • Deputy of the CFS Team lead • Managed Event, Incident, Major Incident, Problem, Change, Service Request, Quality, Asset and Configuration Management. • Quality Management through quality management review meetings (incident, problem, service request, change tickets per cluster per area)

Role description: Portfolio Operations manager Manages and monitors IT Operations and Changes on the Portfolio level to generate a holistic view about the IT Operations excellence of a portfolio. -Cross Functional Services -Product based setup -ITSM -Incident Management -Problem Management -Knowledge Management -Data analytics -Service Quality management -ITIL + Agile Crossfunctional Service Management

• ITIL based Service Management • Conducted business impact assessments to prioritize responses and allocate resources for issue resolution. • Managed crisis calls by coordinating technical leaders with resources and business leaders with business teams to implement continuity plans and minimize disruption. • Maintained urgency in impact mitigation while providing clear updates to senior and executive business and IT leadership, both verbally and in writing.