Lukasz Kraus

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.