Management Manager

Isa Delibas

*** ******* *** *****: 415-***-****

Sunnyvale, CA 94085 Email: ***********@*****.***

Results oriented and effective professional with extensive experience providing best in class customer-centric service to internal and external stakeholders. Proven track record of successfully managing highly efficient operational and administrative processes in support of business imperatives. Regularly leverages advanced technical, analytical and project management proficiencies to drive optimal outcomes. Actively seeking a role in which skill sets and experience will be utilized to support organizational objectives.

Areas of Expertise

ITIL V3

COBIT 4.1

Problem Management

Incident Management

Change Management

Knowledge Management

Service Level Management

Project Management

Vendor Management

Business Analysis

Software Development

Budget Management

Professional Experience

TURKEY FINANCE PARTICIPATION BANK, ISTANBUL 2012 – PRESENT

IT PROBLEM AND INCIDENT AND SLA MANAGER

Coordinate all resources and vendors in triage, root cause analysis, and restoration for critical application and system incidents

Ownership of the incident life cycle to satisfactory resolution,

Identify persistent or recurring problems and recommends creative solutions

Proactively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate,

Document and make transparent all relevant processes and procedures for the provision of Incident Management,

Ensure that Incident Management functions, systems, services and on-going procedures conform to the requirements of the Legal, Audit and Compliance Departments and external regulatory bodies as required,

Comply with Change approval process and change management,

Align and deliver targets set out by Executive Management team,

Manage the Incident SLAs, Key Performance Indicators where appropriate, with accurate reporting to key stakeholders,

Manage incidents to complete resolution, including Root Cause Analysis where required, with notifications and reporting to key stakeholders and the Executive Management team,

Manage postmortems for all major incidents to a satisfactory conclusion,

Manage third-party suppliers where responsible to deliver a Service Level Agreement and or Operational Level Agreements

AKBANK, ISTANBUL 2007 – 2012

IT PROBLEM AND INCIDENT ASSISTANT MANAGER

Ownership of the incident lifecycle to satisfactory resolution,

Proactively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate,

Document and make transparent all relevant processes and procedures for the provision of Incident Management,

Ensure that Incident Management functions, systems, services and on-going procedures conform to the requirements of the Legal, Audit and Compliance Departments and external regulatory bodies as required,

Manage incidents to complete resolution, including Root Cause Analysis where required, with notifications and reporting to key stakeholders and the Executive Management team,

Manage postmortems for all major incidents to a satisfactory conclusion,

Manage third-party suppliers where responsible to deliver a Service Level Agreement and or Operational Level Agreements

Technological Proficiencies

Microsoft Office Suite Advanced User (Excel & Word & Powerpoint Specialization)

Business Object Reporting and Power BI Advanced User

C/C++ Advanced Developer

SQL and Oracle Advanced User

Education & Training

Bachelor of Science: Computer Science Engineering; English Minor

Yeditepe University, 2007

Master of Science: Business Administration

Yeditepe University, 2011

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