Nadezda Zavyalova - CV Incident, Problem and Change Manager in Service Delivery

ITSM Technical Incident Manager with 13 years of experience in IT, including 7 years in Telecommunications in ITIL/ITSM Escalation, Problem, Change and release management. Distinguished by strong communication skills, effectively linking technical staff with C-layer management and ensuring compliance to business needs across all EMEA regions. Successfully managed a remote cross-functional multi-domain team of up to 70 people for major Incidents, ensuring critical SLA compliance and improving response efficiency by 30%. Positioned as a proactive leader having hands-on technical expertise and breadth with a focus on People management and problem prevention, able to reassure the customer in a split second.

● National Research University Higher School of Economics, Master's in Computer Science and Business Analytics, Russia, 2015. ● IIBA International Institute of Business Analysis in alliance with Higher school of economics, Master of Business Analysis, ITIL IT Service Management and Business Analysis Body of Knowledge BABOK 2.0, 2015. ● Financial University under the Government of the Russian Federation, Bachelor’s in Computer Science and Business Analytics and Programming, GPA – 4.94/5, 2013.

IT Service Management, ITIL, Salesforce, Jira, Confluence, Sharepoint, BPMN, Tableau, QlikView, Power BI, Zabbix, Telecommunications, System Engineering, OSS, TCP, IP, Kubernetes, Virtualization, Digital transformation, Cloud Services and Infrastructure, CSPs, ISP, HP, EMC, Juniper, Key performance indicators, OKR, QoS, SaaS, Critical Incident, Agile, COBIT, Kanban, Root Cause Analysis, PIR, Crisis Management, Major Incident Management, Vendor management, Escalations, Post Incident Analysis, BCM, ETL.

Английский Немецкий

Act as a live “bridge” between technical and management staff (including senior C-layer and client management), allowing stakeholders with varying degrees of involvement and immersion in technical details to hear and understand each other.

Current job credo: “Each Critical service incident is never chaotic but organized ecosystem with process-oriented but comfortable framework and positive atmosphere. Urgency and influence on the business outline only one side of a medal, side should never stay blind or underestimated is team-effort and threats determination under even minimal pre-emptive attitude. There are no strategy mistakes but the trigger to technology review and restoration improvement plan to be diligently followed”.