Jānis MĀKULĒNS

Head of Operations Center team - 24/7 IT Operations, monitoring, event and incident management.

Lead team of 16 people (during peak period) + 16 consultants.

Projects and notable achievements:

• 2021: Took over team leadership during Covid crisis, ensured re-staffing and improved incident handling times from 6'41'' (Year 2020) to 4'27'' (Year 2021).
• 2021: Onboarded internal customers for segregation of duties: UrbanCodeDeploy, PowerCenter deployments.
• 2022: Speaker on RigaTechGirls, representing Swedbank for women interested in IT career.
• 2023: Simplified incident SMS routine - 1 unified list across the bank.
• 2023-2024 Lead Mainframe Outsourcing project OC stream - ensured knowledge and service transition, secured team engagement and staffing thru the project.
• 2024 GCT Leader of the year award finalist.
• 2024 Member of IST Advisory Board.
• 2024-Ongoing work on Flight Tower concept - transforming ways of working for the unit to support the Swedbank.

• Part of team of knowledge, service transfer and establishment from Stockholm to Riga.
• Knowledge manager for Middle stream - responsible for knowledge capture, routine improvements and continuous maintenance.
• Was acting Team lead from year 2020 till March 2021 - improving routines, ways of working and managing OC stakeholders, supporting Chief Product Owner and Agile Product Owner of the unit.
• Core of the role of Monitoring Administrator: IT event and incident management, working with Major and Critical incidents ensuring fast resolution and stability of the bank. Cooperation with Daily Operations Manager. Performed troubleshooting and operations in various environments Windows, Linux, Mainframe, VmWare.

• Improved mobile and fixed network performance in 5 countries ( Sweden, Latvia, Lithuania, Estonia, Croatia) by monitoring, troubleshooting, and resolving complex technical issues.
• Updated, coordinated internal customers regarding open tickets and status of resolutions.
• Coordinated with technical support, service provisioning and field services to deliver network services at or above SLA requirements.
• Conducted root cause analyses following incidents, implementing corrective actions to prevent recurrence and maintain service quality standards.
• Maintained internal knowledgebase
• Shift lead function within group of engineers and specialists for sub-team of Tele2 Central Network Operations Center
• Onboarded and mentored new comers, junior specialists

• Technical support and maintenance for Olympic Center of Zemgale - largest multifunctional sports and culture venue in region of Zemgale, Latvia.
• Daily tasks included technical maintenance activities and preparation for major sports and culture events.
• Collaborated with customers, vendors and major sports organizations - local and international sports federations.

• Customer Service specialist at Latvenergo branch. Latvenergo is main electricity provider for private and corporate customers in Latvia.
• Responded to customer requests for products, services, helping to choose the right product and close deals.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts, maintaining business goals of the branch.