Ivana Vladisavljevic
Prague,Czech Republic
Summary
With over 3 years of experience as a Critical Incident Manager, built on a solid foundation as an IT Network Technician, I bring a deep understanding of technical systems and a calm, structured approach to high-pressure situations. In my current role, I lead the resolution of major incidents, coordinate cross-functional teams, and ensure timely, clear communication with stakeholders at all levels. I specialize in minimizing downtime, restoring services efficiently, and driving root cause analysis to prevent future disruptions.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Critical Incident Manager
SAP
Prague
07.2022 - Current
- Escalation point for all critical incidents
- Ensure that that incidents are handled according to agreed procedure
- Investigating escalated incidents to responsible service owners
- Facilitates recovery, following resolution of incident
- Ensures that recovered incidents are properly documented and close
Chronics Tier 3 - AT&T
AT&T
Brno
12.2019 - 01.2022
- Very good understating of Problem management
- Working with Layer 3 configuration, TCP/IP routing, switching and AT&T tools for troubleshooting and isolation
- Creating strong communication with different teams inside the company, corporate customers of different technical expertise and all levels of management and different vendors
- Cooperating with internal teams to establish rules of engagement and additional guides to tech teams
- Very good understating of Problem management - Working with Layer 3 configuration, TCP/IP routing, switching and AT&T tools for troubleshooting and isolation
- Creating strong communication with different teams inside the company, corporate customers of different technical expertise and all levels of management and different vendors
Network Specialist - AT&T
AT&T
Brno
12.2017 - 12.2019
- Managed trouble investigation, isolation and steady state recover - Provided day to day network support internally with account team and externally with customer directly
- Assisted users to identify and solve complex connection/communication problems
- Involved with different vendors in order to bring solution for the customer
- Managed trouble investigation, isolation and steady state recover - Provided day to day network support internally with account team and externally with customer directly
- Assisted users to identify and solve complex connection/communication problems
- Involved with different vendors in order to bring solution for the customer
Support Analyst
AT&T
Brno
10.2016 - 12.2017
- answering customer calls
- helping customer with their requests
- creating tickets (AOTS and BMP)
- engaging higher level of support
Education
Construction Technician -
First Technical School
Kragujevac, Serbia 09.2009 - 06.2013
Skills
- Accountability and transparency
- Timely decision-making capabilities
- Incident coordination
- Stakeholder communication
- Crisis leadership
Languages
Serbian
Native
Croatian
Native
English
Fluent
Spanish
Intermediate
Certification
- SAP Standard Scrum Course
- ITIL 4 Foundation
Timeline
Critical Incident Manager
SAP
07.2022 - Current
Chronics Tier 3 - AT&T
AT&T
12.2019 - 01.2022
Network Specialist - AT&T
AT&T
12.2017 - 12.2019
Support Analyst
AT&T
10.2016 - 12.2017
Construction Technician -
First Technical School
09.2009 - 06.2013
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