Michał Litwa

• Architecture and Design of the Global Integration Platform (transactional, vendor agnostic); driving organization standards.
• Integrating IT Service Management Systems (Service Desks) on Incident, Problem, Change and Service Request level.
• Integrating Event Monitoring Systems with ITSM Systems (auto ticketing).
• Providing technical subject matter expertise to client management teams and clients in terms of best practices and capabilities for implementing advanced features and custom integrations of ITSM platforms (BMC Remedy, Service Now, Tivoli Netcool, etc).
• Working directly with client management and client teams to identify business goals, opportunities in order to assure highest level of integration.
• Acting as SME to respective SIS Teams in terms of trouble shooting, new clients’ onboarding and Knowledge Transfer.
• Functional Testing and resolving issues reported by Testing Team.
• Keeping time schedule of deliverables.
• Continual Service Improvement.

• Undertaking business analysis on all ITSM applications and interface projects with particular regard to their impact on existing systems and environments.
• Producing an appropriate business and/or system design.
• Intersystem integration.
• Providing subject matter expertise and L3 production support as required.
• Conducting Due Diligence (Client solution discovery).
• Assessing ‘as-is’ set up for tools and processes via workshops and interaction with customers.
• Defining ‘to-be’ set up for tools and processes.
• Providing data required by the IT Change process (ITSM foundation data, process data, SLM, SRM etc.).
• Identifying and escalating any risks or issues that may affect the successful completion of a project.
• Providing Early Life Support and local floor walking.
• Providing input to the Training Manager on changes in the current ways of working.
• Leads or supports requirements gathering workshops or focus interviews.
• Works on ITSM applications and interface projects or Service Take-On projects as required.
• Provides business analysis to the Pre-Sales and Solutioning team to support sales pursuits.
• Leads diagnosis and fixing of problems within the service, working with vendors and clients as required.
• Custodian of global organization standards.
• Develop ITSM applications and interfaces design documentation.

• Offer consulting services in all aspects of the end to end monitoring service including presentation of the service to key stakeholders, requirements gathering, toolset configuration and integration.
• Provide subject matter expertise on selection, deployment, configuration, integration and operation.
• Solution Design Authority for HP BSM/Enterprise Monitoring project.
• Manage and maintain global monitoring, HP, IBM and Opsware toolsets including software upgrade, resolving incidents, configuration change, DR planning and deployment of new instances.
• Act as top level supervisor for monitoring and management systems to assure compliance with the process.
• Outline monitoring standards within the organization.
• Transition of new clients into SMC Monitoring Toolset.
• Onboarding of Event Management process.
• Integrate accredited management systems that comply with our accreditation, integration and business service management standards.
• Maintain relationship with stakeholders and vendors.
• Providing end users training.

• administration and management of BSM (Business Service Monitoring) monitoring tools in British Petroleum IT infrastructure
• cooperation with other project teams in monitoring scope and business requirements
• reporting activities (MS Access and MS Excel)
• 2nd/3rd line support for BSM environment
• collaboration with support group in international diffuse environment
• implementation of service improvements according to my points
• following ITIL best practices (resolving incidents, raising change requests, implementing RFCs, CMDB.) and business oriented process
• local support for Tools Team regarding remote access to the customer network and resources
• developing local virtual Dev/Test environment
• 24/7 support regarding P1 and P2 incidents

- spreding out Network Administration duties to whole network of organization: domestic and forein sites (two separated LANs, a few dozens of VPN tunnels, dozens routers and Internet links, more than hundred heterogenous server and more than six hundreds of heterogenous workstations in dozens of VLANs)
- managing of four persons network administration team
- spreading out network standards to whole company
- planning and leading internal training courses
- planning and managing server rooms
- planning and supporting service window

- planning, implementation and administration of firewalls and VPNs
- remote access to the Intranet
- configuration of routing policy (static and dynamic)
- managing of bandwidth telecommunication links – traffic shaper
- administration of virtual mail servers
- administration of DNS and DHCP services
- administration of authentication systems
- implemetation of redundant network solutions
- security of TCP/IP layer
- network, links and services monitoring
- trouble shooting in LAN/WAN networks and IT systems
- 24/7 IT support
- keeping quality standard ISO 9001:2000
- working with manuals and technical documentations