Nadezhda Pilitsyna

Owned service-process improvements for global ISP OT/IT operations, aligning incident intake, escalation, restoration communication, and service risk management with business objectives. Implemented proactive support based on recurring incidents and RCA data, reducing analysis time for steering decisions by 50%.

Led end-to-end governance for major and business-critical customer incidents, coordinating distributed teams of up to 70 people and improving critical resolution efficiency by 30%. Resolved 37 telco crisis incidents across cloud/infrastructure, OSS, and multi-vendor environments.

Led complex long-duration customer incidents in cloud OSS environments, protecting service continuity and escalation discipline. Reduced repeated critical incidents by 32% through direct customer engagement, PIR/RCA discipline, and corrective/preventive action tracking.

Consolidated support, incident, release, and customer feedback into an incident operating model, action tracking, and reliability-improvement inputs. Identified 76 operational challenges across 18 improvement areas; 35 of 57 feedback items were accepted.

Managed 20-40 stakeholders across engineers, technical managers, Product Owners, third-party vendors, and customer teams, ensuring clear escalation and decision ownership. Improved MELA OSS performance by 15% through major incident analytics and lessons learned.

Recovered OSS remotely in Sweden in 2 days after insufficient maintenance, saving 8 days of on-site work. Delivered RFPs, enablement materials, and technical trainings for OSS, ENIQ, and Symantec NetBackup, improving support knowledge and customer self-sufficiency.

Built Bash/SQL scripts and reusable troubleshooting knowledge for emergency restoration, support KPIs, and customer qualification. Led an onsite education trial and one-year customer-system work that led to an additional support contract.

Defined SMART KPIs beyond incidents using Big Data, SPSS, Ericsson ExpertAnalytics, and Zabbix across support assurance, service assurance, visibility, strategy, configuration, and software quality. Found up to 85% of OSS/ENIQ cases required Global Support.

Master of Science in Business Analysis with ITIL IT Service Management and BABOK 2.0 from the International Institute of Business Analysis, 2015.

Master of Science in Computer Science and Business Analytics from the Higher School of Economics, Business Informatics, 2015.

Bachelor of Science in Computer Science and Business Analytics and Programming, Business Informatics, from the Financial University under the Government of the Russian Federation, 2013.