Marta Rymarowicz
Junior Process Manager - Incident Manager
Profil zawodowy
I'm IT Process & Incident Manager with 8+ years of experience. I combine a technical mindset and a human touch to drive process efficiency in high-stakes sectors (i.a. Finance, Defense, Healthcare). My passion for psychology, history and geopolitics helps me better understand people and the global context of my work. Beyond the screen: I absolutely love singing, watching storms and following weather forecasts.
Podsumowanie
8
8
years of professional experience
1
1
Certification
Doświadczenie
Junior Process Manager - Incident Manager
Atos Poland Global Services sp. z o.o.
2023.08 - Current
- Managing incidents across 10+ global sectors, including finance, defense and healthcare
- Monitoring SLAs and prepared performance reports using Power BI, Excel and ServiceNow
- Achieving consistently high KPI results, including periods of 100% SLA compliance for a key client
- Coordinating cross‑team activities, led bridge calls and ensured effective communication between support groups
- Performing ticket mitigation activities to reduce backlog, prevent SLA breaches and minimize business impact
- Investigating aged and high‑reassignment incidents, identified process gaps and supporting improvement initiatives
- Handling escalation processes and conducted external escalation reviews with client representatives
- Providing backup support for additional team projects
Service Request Management
Atos Poland Global Services sp. z o.o.
2022.07 - 2023.07
- Processed orders and managed employee permissions within client systems in the banking sector
- Handled access requests and order workflows in the client environment
- Administered user access via Quick3270 – created accounts and assigned permissions
- Managed virtual environments – created, launched and monitored virtual machines using VMware
- Deployed workstations – registered systems, assigned users and installed required software
1st Line Support Engineer
Atos Poland Global Services sp. z o.o.
2018.01 - 2022.06
- Provided IT support for German‑ and English‑speaking users in the banking sector
- Handled calls, emails and ServiceNow tickets; classified and prioritized incidents
- Installed and configured software; managed user accounts in Active Directory
Administered mobile devices using MDM tools - Created documentation for the internal Knowledge Base and supported onboarding of new employees
- Performed basic Windows Server administration and monitored server performance
- Managed VMware virtual environments and supported Citrix Gateway operations
- Performed remote operations on ATM units, including restarts, status checks and monitoring
Wykształcenie
Bachelor's Degree - German philology
Nicolaus Copernicus University
ToruńPostgraduate Degree -
WSB Merito University
ToruńUmiejętności
Customer focus
Organized
Proactive approach
Self-driven and able to complete tasks without the need for reminders
Clear and effective communication skills
Combining technical competence with a human touch
Języki obce
Polski
Język ojczysty
Niemiecki
Zaawansowany
C1
Angielski
Wyższy średnio zaawansowany
B2
Zainteresowania
- Psychology, history, geopolitics, meteorology
Certyfikacja
ITIL® 4 Foundation – PeopleCert
Microsoft Office Specialist Associate – Outlook 2019 – Certiport
onDaF Certificate (German language proficiency) – TestDaF-Institut / DAAD / Nicolaus Copernicus University in Toruń
Oś czasu
Junior Process Manager - Incident Manager
Atos Poland Global Services sp. z o.o.
2023.08 - Current
Service Request Management
Atos Poland Global Services sp. z o.o.
2022.07 - 2023.07
1st Line Support Engineer
Atos Poland Global Services sp. z o.o.
2018.01 - 2022.06
Bachelor's Degree - German philology
Nicolaus Copernicus University
Postgraduate Degree -
WSB Merito University