Łukasz Grabowski
Rotmanka
Summary
Highly motivated IT professional with more than 12 years of IT experience in IT operations, Application Management and Production Support. ITIL Expert, DevOps Engineer, People Leader.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
Work History
Senior Production Engineer
Consultant @ Financial Institution
09.2023 - Current
- Maintaining Java applications from L1 and L2
perspective. - Providing full scope of the day to day Production Support service including resolution of the live incidents as well as post-resolution problem management activities.
- Production deployments of the new or updated services / software.
- Coordination with various stakeholders activities impacting supported IT services.
- Providing technical expertise in finding root cause of major system problems.
- Implementation and coordination of Target Operating Model.
- Designing and driving the implementation of service offerings, capability uplifts and process improvements.
- Implementation of the locally developed solutions.
- Performing and improving application and infrastructure monitoring.
- Installation of new software releases provided by the vendor.
- Support of the various testing activities related to the new implementations.
DevOps Engineer
Nordea Bank A.B
12.2022 - 08.2023
- Maintaining Java applications from L1 and L2 perspective.
- Building and maintaining CI/CD pipelines in Bamboo
- Setting up and maintaining environments in Mirantis for managed namespaces
- Deploying and configuring applications on K8S
- Performing and improving system monitoring (Prometheus, Grafana, Sysdig)
- Creating and updating documentation.
- Deployments to production environment.
- Building automation for repetitive tasks.
Technology Service Lead | Application Provider
Nordea Bank A.B
2 2020 - 12.2022
- Providing critical IT services to Business.
- Managing more than 60 Bank applications (SaaS, IaaS, PaaS, Midrange, Mainframe)
- Advisory on Technology used
- Participation in migration projects (on-prem to Iaas, Exadata to SOP, ect.)
- Ensuring delivery on SLA targets for incident management and participating in Business Critical Incident handling.
- Ensuring Incident, Problem and Change Management processes are followed efficiently.
- Participating in Incident resolution for escalated cases.
- Delivering strategic objectives for managed area.
- Negotiating and preparing yearly budget as well as managing it (>10M EUR) with focus on delivering financial performance.
- Negotiating contracts with external vendors.
- Establishing and ensuring execution of service delivery improvement plans.
- Accountable for applications' compliance with internal and European Central Bank’s regulations.
- Being gatekeeper for changes on production environment.
- Driving mitigating actions for all technical risks, compliance and audit findings within managed portfolio.
- Facilitating monthly meetings with key stakeholders and providing overview of operational stability status, financials, risk and other key initiatives.
Manager Global Market Data Application Operations
Nordea Bank A.B.
05.2017 - 02.2020
- Managing GMD Application Operations team responsible for L1 and L2 maintenance of Bank’s main real time business-critical and highly available market data applications.
- Driving team development process.
- Coaching and leveraging team member’s career in Bank.
- Assigning trainings to team members to help them grow.
- Annual salary review.
- Hiring new team members.
- Succession planning.
- Making sure business requirements towards applications and their availability are met.
- Identifying vulnerabilities and solving problems proactively.
- Working on continuous service improvement.
- Implementing company’s strategy.
- Improving applications’ monitoring maturity.
- Taking part in Problem Management and Incident Management for business-critical incidents.
- Testing applications for annual disaster recovery scenarios.
- Improving business support model.
- Measuring business satisfaction level.
- Making sure agreed SLA levels are met.
- Cooperation with external vendors.
- Managing maintenance budget for 2nd and 3rd level support as well as external costs like software licenses, leased lines or vendor support.
IT Operations Specialist
Nordea Bank A.B
05.2016 - 04.2017
- Managing and administrating Market Data applications such as Thomson Reuters Market Data System, Eikon, OneTick, FXT, Bloomberg Gateway and others.
- Providing L1 and L2 support to business users.
- Monitoring application’s services and infrastructure components via dedicated monitoring tools.
- Improving applications’ stability through change management in cooperation with developers.
- Cooperation with external vendors.
- Implementing Monitoring for new services.
- Deploying new software to production environment.
- Testing deployments on lower environment prior to production deployment
Team Leader
OpusCapita Sp. Z O.o.
11.2015 - 05.2016
- Managing Service Desk team.
- Taking part in changes and internal team development.
- Analyzing and recognition of resource needs in order to provide best support level.
- Creating internal work schedules.
- Taking part in long term resource plans in order to meet changing customers’ requirements related to SLA and KPIs.
- Analyzing and supervising quality control.
- Taking part in problem management and change management to maintain continuous improvement.
- Recognizing training requirements.
- Assessment and documentation of employees’ competences.
- Cooperation with internal and external customers as well as other support teams.
- Cooperation with external service providers.
Application Specialist
OpusCapita Sp Z O.o.
02.2014 - 11.2015
- Maintaining, monitoring and handling errors in Axway’s EDI platform XIB.
- Platform improvement through problem and change management.
- Strict cooperation with service providers and external support teams.
- Providing trainings and sharing knowledge with other service desk members
Technical Support Engineer
OpusCapita Sp. Z O.o.
02.2012 - 02.2014
- Working as a 24/7 service desk member.
- Being a single point of contact for customers via incoming customer service channels.
- Providing excellent customer experience and resolution of customer cases within CS responsibility through service attitude, speed and professionalism using OC common processes.
- Responsibility for one of the company’s platform, a Unix-based system supporting e-invoices and EDI messages.
- Supporting customers via telephone, e-mail and customer service portal
- Monitoring of IT services via monitoring tools
- Monitor, prioritize, assign and resolve incidents and service requests from ticketing system within set SLA
- Working continuously and proactively together with customers and internal stakeholders for the resolution of incidents and service requests.
- Updating and creating internal and customer documentation and routines
- Continuous participation to internal and external trainings, self-study and knowledge improvement
- Recognizing and doing continuous improvement of own work, services, tools and processes through problem and change management
Senior Dispatcher
Relacom Sp. Z O.o.
07.2006 - 02.2012
- Managing dispatch center.
- Monitoring and evaluation of dispatchers’ and technicians’ work.
- Allocating bonuses, reporting, setting up work schedules.
- Recruitment and training of new employees.
- Representing the company to the Board and other departments.
- Participation in strategic conferences.
- Setting up company’s priorities in order to increase work efficiency and control of their implementation.
- Managing technical groups.
- Contacts with customers and technical partners.
Telekomunikacja Polska S.A
05.2004 - 06.2006
- Handling orders, contact and complex customer service.
- Reporting to supervisors.
Education
Bachelor of Engineering - Databases And Expert Systems
Humanistic And Economic School In Lódź
06.2003 - 06.2007
Skills
Linux
Bash scripting
Kubernetes
Docker
CI/CD
Monitoring (Geneos, Nagios, Grafana, Splunk)
People Leader
ITIL
Atlassian stack
Kafka
Hazelcast
Certification
ITIL v3 Expert certificate in IT Service Management
Timeline
Senior Production Engineer
Consultant @ Financial Institution
09.2023 - Current
DevOps Engineer
Nordea Bank A.B
12.2022 - 08.2023
Manager Global Market Data Application Operations
Nordea Bank A.B.
05.2017 - 02.2020
IT Operations Specialist
Nordea Bank A.B
05.2016 - 04.2017
Team Leader
OpusCapita Sp. Z O.o.
11.2015 - 05.2016
Application Specialist
OpusCapita Sp Z O.o.
02.2014 - 11.2015
Technical Support Engineer
OpusCapita Sp. Z O.o.
02.2012 - 02.2014
Senior Dispatcher
Relacom Sp. Z O.o.
07.2006 - 02.2012
Telekomunikacja Polska S.A
05.2004 - 06.2006
Bachelor of Engineering - Databases And Expert Systems
Humanistic And Economic School In Lódź
06.2003 - 06.2007
Technology Service Lead | Application Provider
Nordea Bank A.B
2 2020 - 12.2022
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