Nurcan Onder
IT Incident Manager
Dubai
Summary
I have 13 years of experience in the IT department.
Dynamic Incident Manager with strong track record of successfully managing and resolving high-impact IT incidents. Excellent communication and stakeholder management skills, enabling effective collaboration across diverse teams. Incident management processes to ensure timely and efficient resolution of complex issues. expertise in crisis communication and escalation management.
Overview
25
25
years of professional experience
2
2
Languages
Work History
MELIS BABY STORE
- Current
- Monitoring customer demands on the online platform
- Tracking customer complaints till a solution found.
- Adding new products to the online platform
- Researching new sales channels
- Issuing daily and monthly Sales Reports
- Coordination of delayed products with relevant channels
- Resolving customer complaints asap.
IT Customer/Service Support - Incident Manager
Turk Telekom Telecommunication
04.2011 - 04.2013
- Resolution of consumer and corporate customer complaints within the defined SLA/KPI
- Consumer and Corporate customer complaints have been resolved at the rate of 90%
- Coordinating incident analysis for business interruption risk with each technology team manager
- Daily and monthly reporting
- Follow up on incident action management processes closely
- Reporting urgent incident activities to IT Director and responsible IT Service Director periodically
- Following up urgent incidents till resolution
- Coordination of preparation studies for ISO 1002 Incident Management Certificate Audits
- Coordination of IT & NW & AGILE & Customer Care alignment with the Incident SLA/KPIs
- Analysis of new campaigns, services and identifying the potential risk areas upfront
IT Consumer and Corporate Customer/Service Support Team Leader
Turk Telekom Telecommunication
06.2008 - 04.2011
- Coordination of Technology Business Continuity activities
- Following up on incident KPIs
- Managing consumer and corporate customer complaints reporting
- Organizing corporate support business meetings
- Identification of corporate and consumer customer service support SLAs
- Reporting urgent incident activities to IT, AGILE, Solution Directorate and responsible IT Service Director periodically
- Follow-up on urgent incidents
- Reporting daily and monthly incidents based on priority
- Reporting unresolved complaints to the relevant IT Departments and follow up on resolution
IT Consumer Customer/Service Support Team Leader
Turk Telekom Telecommunication
08.2006 - 06.2008
- Managing monthly Incident Report
- Analysis of new campaigns, services and identifying the potential risk areas
- Organizing group meetings
- Determination of the solution stages for unresolved problems
- Reporting urgent complaints to the related IT Service Department and resolution follow-up
- Evaluating the performance of team members and setting performance goals
- Preparation of weekly, monthly resource plan and shifts
- Coordination of relevant it groups to solve problems at the first level
IT Customer Support Senior Specialist
Turk Telekom Telecommunication
03.2004 - 08.2006
- To control incident process
- Assisting Technology Group about new applications, projects and campaigns
- Preparing scenarios before the new target SLA
- Solution for non-target incident
IT Customer Support Specialist
Turk Telekom Telecommunication
04.2003 - 03.2004
- Resolution of customer complaints within the scope of SLA
- Complaints solution training
- Learning new technology, new campaigns
- Problem Solving training
IT Surveillance Specialist
VIZYON IT CONSULTANCY
12.2002 - 04.2003
- 24/7 IT Systems Monitoring
- Taking and reporting backups at night
- Preparing and sending daily reports to the related IT Service Department
- Escalation of urgent system problems to related IT system responsible
Network Administrator
DAK SECURITY
05.2000 - 10.2002
- Reporting Daily, Weekly and Monthly system errors to the Operations Department
- Controlling system processes
Trainee
ISKI
06.2000 - 09.2000
- Monitoring System processes
Education
Bachelor of Science -
ANADOLU UNIVERSITY
01.2011
Data Management Diploma - undefined
ANADOLU UNIVERSITY
01.2004
Computer - undefined
ZEYTINBURNU TECHNICAL HIGH SCHOOL
01.2000
Skills
LEADERSHIP
RELATIONSHIP MANAGEMENT
MICROSOFT POWERPOINT
MICROSOFT WINDOWS
CUSTOMER SATISFACTION
CUSTOMER RELATIONSHIP MANAGEMENT
TIME MANAGEMENT
SIEBEL CRM
INCIDENT MANAGEMENT
AGILE SOFTWARE DEVELOPMENT
CUSTOMER EXPERIENCE
PROJECT PORTFOLIO MANAGEMENT
Timeline
IT Customer/Service Support - Incident Manager
Turk Telekom Telecommunication
04.2011 - 04.2013
IT Consumer and Corporate Customer/Service Support Team Leader
Turk Telekom Telecommunication
06.2008 - 04.2011
IT Consumer Customer/Service Support Team Leader
Turk Telekom Telecommunication
08.2006 - 06.2008
IT Customer Support Senior Specialist
Turk Telekom Telecommunication
03.2004 - 08.2006
IT Customer Support Specialist
Turk Telekom Telecommunication
04.2003 - 03.2004
IT Surveillance Specialist
VIZYON IT CONSULTANCY
12.2002 - 04.2003
Trainee
ISKI
06.2000 - 09.2000
Network Administrator
DAK SECURITY
05.2000 - 10.2002
MELIS BABY STORE
- Current
Data Management Diploma - undefined
ANADOLU UNIVERSITY
Computer - undefined
ZEYTINBURNU TECHNICAL HIGH SCHOOL
Bachelor of Science -
ANADOLU UNIVERSITY