Lukasz Kraus
Release Manager
12+ years exp
SQL
Active 4 days ago
+48 (609) 630630 Invite to interview
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Overview
Technical skills
Timeline
Roles
Overview
IT Service Management professional with 10+ years delivering and governing enterprise IT services in regulated environments. Experienced with ServiceNow ITSM processes across change, release, incident and problem management, including service ownership and CMDB governance. Strong in coordinating releases, supporting compliance/audit readiness, and aligning stakeholders across business and technical teams.
Technical skills
SQL• Junior • 12y+
DevOps
Jenkins
Incident Management• 15y+
AWS• 10y+
SLI/SLO/SLA• 10y+
Timeline
Release Management Expert
•
Middle
Centralny Ośrodek Informatyki
•
Full-Time
Built release governance, workflows, and operating standards to improve deployment quality and compliance. Defined quality gate logic and release controls to strengthen audit readiness. Ensured release processes aligned with operational and regulatory expectations in a controlled environment.
Release Manager
•
Lead
ALDI Tech Hub
•
Full-Time
Created and implemented a standardized release process across multiple agile teams and value streams. Coordinated end-to-end app release delivery for a customer app used across multiple European markets, aligning development, QA, and product. Managed publishing and submission workflows for Google Play and Apple App Store, and led structured go/no-go and post-release monitoring.
Release Manager
•
Lead
HSBC
•
Full-Time
Owned and governed critical banking services across multiple regions, maintaining configuration and CMDB data quality. Managed change streams and release activity, updating configuration items during migrations, evergreening, and decommissioning. Operated through ServiceNow ITSM for change, release, incident, and problem management, including approval workflows and audit/compliance support.
AWS
Incident Management
IT Support Specialist
•
Middle
HCLTech
•
Full-Time
Provided enterprise IT support using ServiceNow ITSM for incident, change, and configuration updates. Supported 2nd level troubleshooting for Windows and macOS environments, including Active Directory management and software deployment. Acted as an escalation point for 1st line support, coached the support team, managed SLA and client satisfaction, and contributed to service process documentation and reporting.
IT Support Specialist
•
Middle
HCL Technologies
•
Full-Time
Provided enterprise IT support using ServiceNow ITSM for incident and change handling, plus configuration updates. Supported end users with Windows and macOS issues, Active Directory management, software deployment, and Microsoft Exchange. Acted as an escalation point for first-line support and supported process transition while monitoring SLAs and ticket/quality metrics.
Incident Management
SLI/SLO/SLA
Critical Incident Manager
•
Lead
HCLTech
•
Full-Time
Coordinated major incident handling by ensuring correct CI and service impact identification. Maintained alignment between incident communications and CMDB-based service impact assessments. Acted as an escalation point, chaired major incident calls with service managers and technical teams, and issued timely updates on progress, recovery targets, and communication plans. Validated application issues and supported resolution within SLA expectations.
Incident Management
Critical Incident Manager
•
Lead
HCL Technologies
•
Full-Time
Coordinated major incidents by validating service impact using configuration and CI information. Maintained aligned communication and service impact assessments during SLA-governed response and resolution. Escalated issues to expedite resolution and chaired conference calls across service managers, technical teams, clients, and third parties.
Incident Management
SLI/SLO/SLAsince 2015
Infrastructure Operations Center Specialist
•
Middle
Capgemini
•
Full-Time
Supported enterprise operations by participating in CAB activities and reviewing change requests for CI impact. Monitored infrastructure, application systems, and batch schedules to meet service windows and processing deadlines. Managed incidents through to resolution with coordination across technical teams and third parties. Produced daily internal and client reports using SQL and maintained process documentation to keep it accurate and current.
SQLsince 2014
Infrastructure Operations Center Specialist
•
Middle
Capgemini
•
Full-Time
Participated in CAB activities and reviewed change requests with a focus on CI impact. Monitored infrastructure and application systems day to day to ensure services and batch schedules met agreed operational windows. Investigated incidents through to resolution, coordinated with technical teams and third parties, and produced daily client and internal reports using SQL.
SQL
English Customer Service Advisor
•
Middle
Capgemini
•
Full-Time
Handled customer service requests and managed incidents for the service desk, coordinating with resolving teams and third parties. Provided troubleshooting for local Windows environments and Microsoft Office suites, and delivered remote support. Supported remote software installation and maintained enquiry records in a reporting system. Developed knowledge base solutions using the Primus system.
Incident Coordinator
•
Middle
Shadow Capgemini
•
Full-Time
Managed service desk incident workflows, including escalation to resolving teams and third-party groups. Carefully tracked incident lifecycles for business-critical cases affecting multiple users and identified potential major incidents. Coordinated with change, problem, configuration, and release management teams to meet resolution deadlines and ensure proper communications about outages and disruptions. Maintained on-call documentation and updated CMDB records as needed.
Customer Service Advisor
•
Middle
Capgemini
•
Full-Time
Handled service desk incidents by troubleshooting customer issues related to hardware, software, and networks. Provided remote support, managed approved software installations, and maintained customer enquiry records in a reporting system. Created knowledge base solutions to improve future incident resolution.
Incident Managementsince 2011
Incident Coordinator
•
Middle
Capgemini
•
Full-Time
Managed the incident lifecycle for service desk-assigned cases, coordinating resolution with internal teams and third parties. Escalated potential major incidents and supervised resolution deadlines across resolving groups. Communicated status, outages, and next steps to business and IT users and maintained on-call documentation and CMDB updates.
Incident Management
Jagiellonian University
Master's Degree •
Journalism & Social Communication