Denisa Demcakova
@denisademcakova
I lead IT operations teams, automate service processes, and strengthen compliance and incident management.
SlovakiaWhat I'm looking for
At CANCOM Slovakia, I lead a cross-functional delivery team of Operations Managers, Security Experts, and Process Managers to optimize operational processes, audit readiness, and performance reporting.
Previously, I managed IT operations as Lead Incident Manager and Manager on Duty, coordinating problem management, CAB and TAB support, ServiceNow automation, KPI reporting, dashboards, training, and major incident communications. I've automated certificate monitoring and ticketing, improved major incident processes, and supported operational audits and CMDB corrections.
At AT&T Global Network Services, I improved quality, compliance, hiring, reporting, and operational processes across Technical Care Centers in Europe. I created manager handbooks, introduced operational procedures and customer-resolution SLAs, built business cases for quality and budget improvements, and received the 2018 EVP Award.
My earlier work at T-Systems covered continual service improvement, process documentation, quality assurance, Change, Incident, Problem, and Delivery Order Management. I enjoy turning operational gaps into clear processes, practical guidance, automation, and measurable improvements.
Experience
Work history, roles, and key accomplishments
Team Manager Delivery
CANCOM Slovakia s.r.o
Jan 2025 - Present (1 year 7 months)
Lead and manage a cross-functional team of Operations Managers, Operations Management Security Experts, and Process Managers, ensuring seamless execution and optimization of operational processes. Drive process improvements, oversee audit readiness, and present strategic insights to senior management.
IT Operations Manager
CANCOM Slovakia s.r.o
Jan 2021 - Dec 2024 (3 years 11 months)
Led Incident Manager/Manager on Duty and Problem Manager roles, organizing post-mortem calls and root cause analysis. Coordinated internal projects and audits, improved processes, supported CAB, automated change processes in ServiceNow, and provided training.
Quality Manager
ATT Global Network Services s.r.o
Jan 2015 - Dec 2020 (5 years 11 months)
Hosted calibration sessions, improved processes and tools, identified gaps, prepared job aids, delivered trainings, and provided consultancy. Conducted call quality and compliance auditing, analyzed issues, and supported various lines of business.
Process Expert
T-Systems s.r.o
Jan 2014 - Dec 2015 (1 year 11 months)
Coordinated projects for CSI (Continual Service Improvement) for business units worldwide. Handled BID deals, updated and evaluated process documentation, and contributed to the International Process & Quality unit.
Quality Specialist
T-Systems s.r.o
Jan 2011 - Dec 2014 (3 years 11 months)
Performed quality assurance, process improvement, and reporting for the Dynamic Services department. Managed shift plans, access rights, and SharePoint sites, and participated in process improvements and measurements.
Education
Degrees, certifications, and relevant coursework
Cork College of Commerce
FETAC Certification, Business Administration
Completed a FETAC certification in Business Administration.
Grammar School of Ludovit Stur
Leaving Certificate, General Education
Completed secondary education and obtained the Leaving Certificate.
Tech stack
Software and tools used professionally
Availability
Location
SlovakiaAuthorized to work in
Job categories
Skills
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