Kamila Sobeczko
Opole / Lublin
Summary
Developed strong problem-solving and communication skills in high-pressure, fast-paced IT environment. Excel in managing complex situations, coordinating cross-functional teams, and driving effective resolutions. Seeking to leverage these capabilities to transition into new field and contribute to organizational success.
Overview
4
4
years of professional experience
Work History
Senior Major Incident Manager (Shift Leader)
Capgemini
06.2025 - Current
- Manage and run the operational shift, ensuring smooth workflow and adherence to processes.
- Oversee and coordinate resolution of high-priority incidents (P1/P2), ensuring timely resolution and compliance with SLAs.
- Assist team members in handling incidents, provide guidance on problematic cases, and ensure effective collaboration.
- Receive and manage escalations from end users, clients, and business partners, classifying incidents for immediate attention.
- Conduct regular meetings with clients to review incident status, performance metrics, and improvement plans.
- Prepare and deliver weekly and monthly reports for clients, highlighting trends, KPIs, and areas for improvement.
- Create and maintain a knowledge base to support incident resolution and continuous improvement.
- Train new joiners, prepare training materials, and facilitate onboarding sessions to ensure team readiness.
- Facilitate conference calls, provide regular updates to stakeholders, and maintain clear communication via email, SMS, and other channels.
Major Incident Manager
Capgemini
01.2025 - 05.2025
- Managed high-priority incidents (P1/P2), ensuring timely resolution and compliance with SLAs.
- Received and handled escalations from end users, clients, and business partners, classifying incidents appropriately for immediate attention.
- Collaborated with internal teams and clients to assess incident scope, impact, and resource allocation.
- Coordinated incident resolution efforts, dispatch tickets, and ensured seamless communication among technical teams.
- Facilitated conference calls and provide regular updates to stakeholders, ensuring transparency throughout the resolution process.
- Maintained communication via email, SMS, and other channels to ensure proper information flow and manage expectations.
SIAM Incident and Escalation Manager
Capgemini
07.2023 - 01.2025
- Managed and resolved incidents within IT infrastructure, coordinating with multiple service providers to ensure swift resolutions.
- Acted as the first point of contact for client escalations, addressing complex issues and ensuring timely resolution.
- Provided regular updates to stakeholders, ensuring clear communication and transparency during incident handling.
- Conducted post-incident analysis, identifying areas for improvement and implementing corrective actions to prevent recurrence.
- Prepared and maintained a list of improvement initiatives for the client, including process enhancements, system automation, and ServiceNow template optimization.
- Collaborated with technical teams to implement approved improvements into production environments, ensuring seamless integration and minimal disruption.
Service Desk Incident Manager
Capgemini
04.2022 - 06.2023
- Monitored and reported on ServiceDesk OLAs, SLAs, and GOS, ensuring all incidents were tracked and resolved in a timely manner.
- Managed both incidents and service requests, ensuring smooth operations and customer satisfaction.
- Conducted regular meetings with clients to discuss ongoing escalations, complicated cases, and planned actions for resolution.
Senior English Customer Advisor
Capgemini
12.2021 - 04.2022
- Provided front line technical support to customers via email, phone, and chat, resolving technical issues efficiently.
- Trained new team members and assisted with the creation and management of customer accounts in Active Directory and Exchange Admin Center.
- Delivered high-quality customer service, ensuring timely resolution and a positive customer experience.
Education
Master's Degree - Human Resource Management
Higher School of Banking in Wroclaw
07.2023
Bachelor's Degree - English in Public Communication
University of Opole
07.2021
Skills
- Incident management
- Service Level Agreements
- Client relationship management
- Knowledge base maintenance
- Training facilitation
- Continuous improvement initiatives
- Reporting and documentation
- ITIL framework
- Team engagement
- Teamwork and collaboration
- Organizational skills
- Relationship building
- Process reviews
Languages
English
Full Professional
French
Elementary
Timeline
Senior Major Incident Manager (Shift Leader)
Capgemini
06.2025 - Current
Major Incident Manager
Capgemini
01.2025 - 05.2025
SIAM Incident and Escalation Manager
Capgemini
07.2023 - 01.2025
Service Desk Incident Manager
Capgemini
04.2022 - 06.2023
Senior English Customer Advisor
Capgemini
12.2021 - 04.2022
Bachelor's Degree - English in Public Communication
University of Opole
Master's Degree - Human Resource Management
Higher School of Banking in Wroclaw