Vitaly Khokhrin

Responsible for L2 technical support. Managing the team of 50+ people. Technical support of 30000+ users. Set up the support process and workflow from scratch which resulted into 98% meeting SLAs. CSI level increased up to 4.8 (on 5 level scale). Participation in product management transformation. Interaction and cooperation with internal neighbour teams and external IT service providers. Creating the department's budget, control of the execution.

Managing IT technical support department. Technical support of 900+ users. Support of on-site IT-infrastructure and managing clouds infrastructure. Organization of support processes for internal and external customers. Introduction and implementation of ITIL to support processes. Creating and managing the department's budget. Planning and organizing employees training. Control over the development of internal instructions, methodological and regulatory materials for the use and operation of the IT systems.

Managing the IT-team. Development of the Company's IT-policy. Support of on-site IT-infrastructure Creating and managing the division's budget Interaction with external IT service providers Preparing project documentation, cost estimating for the IT-systems and its functioning. Monitoring the performance of IT-systems User technical support Analysis of system failure cases, development of measures to improve the quality and reliability of the IT system, expand the scope of its application, equipment upgrade

Support IT-infrastructure. Server and network infrastructure administration and monitoring. Remote support and consulting for branch offices. Company's data security provision. Company's web-services support Creation and updating technical documentation and reports. Administering the operation of the network, server and users infrastructure Purchase of IT equipment. Backup. Users technical support