Aysel Gurbanli
IT Services Manager
Kusterdingen
Summary
Highly accomplished IT Service Manager and Team Leader with extensive experience in leading global client services teams, driving IT service excellence across Windows,and iOS environments. Proven expertise in customer satisfaction monitoring, KPI analysis, vendor management, incident management, process automation, and continuous improvement initiatives. Strong background in ITIL/ITSM frameworks, agile and scrum methodologies, and stakeholder alignment. Fluent in English, Turkish, and Azerbaijani.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
IT Services Manager
CureVac
10.2024 - Current
- Lead and manage the IT Service Desk, driving efficient support delivery, ticket quality, and service improvements aligned with ITIL best practices
- Monitor and analyze customer satisfaction metrics and feedback reports, implementing strategies to enhance service delivery and user experience.
- Serve as Major Incident Manager, coordinating critical incident response, communication, and root cause analysis.
- Lead Jira Service Management automation, customizing SLA workflows and service portals.
- Drive knowledge management initiatives in Confluence, promoting ticket reduction and user self-service.
- Lead enterprise Windows deployment and manage Microsoft 365, Intune, Endpoint Manager, and Azure AD services.
- Participate in Change Advisory Board (CAB) with risk mitigation strategies.
- Analyze performance metrics, drive continuous improvement, and support service optimization.
- Manage relationships with external vendors and service providers, overseeing SLAs, contracts, and performance metrics.
IT Support Team Leader
Tata Consultancy Services
12.2020 - 09.2024
- Led a team of 10+ IT professionals in supporting mission-critical systems, achieving a 20% increase in productivity and efficiency.
- Implemented Scrum and Agile best practices, enabling 30% faster project delivery and improved team morale.
- Managed IT budgets and resource allocation, ensuring projects met objectives within budget.
- Monitored customer satisfaction scores and analyzed reports, resulting in service enhancement initiatives.
- Oversaw vendor relationships and negotiated service level agreements (SLAs) to ensure delivery of high-quality IT support.
- Managed KPIs, SLAs, performance evaluations, escalation processes, and stakeholder communication.
- Drove continuous improvement, automation bots, and shift-left initiatives for service efficiency.
- Strong commitment to learning, including Security Deployment Lead and Crisis Management roles.
Knowledge Management Specialist/Subject Matter Expert
Tata Consultancy Services
08.2018 - 11.2020
- Managed efficient knowledge transfer across teams, developed knowledge bases, and improved process transparency.
Conducted analysis, reporting on KPIs and metrics that improved client service outcomes. - Supported seamless integration of acquired companies by coordinating data migration projects and ensuring proper documentation of new processes and best practices.
- Fostered stronger relationships between distributed teams by implementing collaborative tools like wikis, discussion forums, and video conferencing platforms.
- Enabled faster response times to customer inquiries, providing frontline staff with easy access to updated product information and troubleshooting guides through the internal knowledge base.
- Identified areas for process improvement, gathering feedback from end-users on system usability and incorporating their suggestions into future enhancements.
IT Support Specialist
DXC Technology
01.2016 - 07.2018
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Managed onboarding/offboarding and training of junior staff.
Education
Master of Science - MSc, Human Resource Management
University of Buckingham
United Kingdom09-2018
Bachelor of Science - BSc, Teaching English As A Foreign Language
Baku Slavic University
Baku05-2015
Skills
ITIL expertise
Incident management
Business analysis
Capacity planning
Disaster recovery
SLA management
Service strategy
Technical leadership
SLA response management
Operating system management
Risk mitigation planning
Technical troubleshooting
Team collaboration
Documentation and reporting
Team development
Information security
IT service management
Excellent communication
Decision-making
Multitasking
Problem-solving
Accomplishments
- Recognized as Top Performer for five consecutive years (2019–2024)
- Achieved 30% faster project delivery and improved morale via Agile practices
- Implemented automation for native German language support, reducing costs by 20%
Certification
ITIL v4 - Peoplecert
Timeline
ITIL v4 - Peoplecert
07-2025
IT Services Manager
CureVac
10.2024 - Current
Professional Scrum Master I - scrum.org
04-2024
IT Support Team Leader
Tata Consultancy Services
12.2020 - 09.2024
Knowledge Management Specialist/Subject Matter Expert
Tata Consultancy Services
08.2018 - 11.2020
IT Support Specialist
DXC Technology
01.2016 - 07.2018
Master of Science - MSc, Human Resource Management
University of Buckingham
Bachelor of Science - BSc, Teaching English As A Foreign Language
Baku Slavic University
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