HAKAN AYSEL

I was responsible for leading, managing and developing the operation team in Managed Services Organization. My main responsibilities: - Design and deliver support and service solutions for Managed Service customers in line with ITIL and/or industry best practice - Monitoring the effectiveness of the team against SLA/KPI’s, driving through change as needed to deliver continual service improvement - Set and cascade business objectives and targets to the team

The main responsibility of the department is applying and acting end-to-end service management processes for the company’s customers. My main responsibilities: - Performing management duties of the department that 11 colleagues were working - Monitoring and controlling the services to meet the customer expectation based on the contract - Attending steering committee meetings of the customers

Main responsibilities could be separated into two divisions. Managed Services Delivery Manager of IBM: - Design and develop the delivery organization based on the IBM standards - Proactively build and maintain strong customer relationships, manage customer needs and expectations IT Manager of Seri: - Performing management duties of the department that 23 IT specialists were working - Managing IT operations of %99,999 availability

- Create new services for service catalog of the company - Manage solution design tasks for the large accounts - Support sales team for pre-sales activities

- Performing project management phases based on PMI and IBM Global standards and procedures - Monitoring and controlling the services to meet the customer expectations based on the contract, using approach of IBM Global standards - Preparing the technical solution, budget, presentation for the new opportunities constituted by the sales team - Performing people management duties for 43 outsource colleagues at 14 customers

- Managing transition and transformation period to the new customer contracts - Preparing the technical solution, budget, presentation for the new opportunities constituted by the sales team - Monitoring and controlling the services to meet the customer expectations based on the contract, using approach of ITIL standards - Managing the subcontractors based on the contract

I worked as an IT Operation Manager in the strategic outsourcing project of Alcatel-Lucent Telecommunication Co. managed by BDH/Probil. My main responsibility is monitoring and performing routine IT operations daily.

EGM is a semi-government company to monitor and control all pension companies. I worked planning and installation phases of IT infrastructure project and after the transition period operational management (MS Server Family, HP-UX, Oracle DB, Security systems etc.).

Managing and supporting NT domain infrastructure. Developing company’s internet and intranet web portal. Providing help desk support for end users. Developing backup strategies. Documenting company’s IT system management process and procedures. Tracking availability of network connections between head office and other offices. Inter-site and Intra-site security systems management.