Dmytro V.

• Deliver business and systems analysis for a SaaS low-code CRM platform. • Work with stakeholders, product, and engineering teams to translate business needs into clear requirements, user stories, and acceptance criteria. • Analyse and document As-Is and To-Be business processes using BPMN to support solution design. • Support delivery across the SDLC, from requirements definition through functional testing, UAT, and release validation. • Use AI-assisted tools to improve analysis efficiency and documentation quality.

• Acted as the primary escalation point for complex configuration, performance, and system-related incidents in a SaaS CRM environment. • Prioritised and managed incoming tickets based on SLA commitments and business criticality, ensuring timely resolution of high-impact issues. • Performed initial technical investigation and root cause analysis, analysing application logs and system behaviour before escalating to 3rd–4th line support. • Worked closely with Development, Cloud, and DevOps teams to diagnose issues and implement permanent fixes. • Supported release validation and change implementation to reduce recurrence of production incidents. • Maintained a strong hands-on focus on technical problem solving rather than people management responsibilities.

• Acted as the primary escalation point for complex configuration, performance, and system-related incidents in a SaaS CRM environment. • Prioritised and managed incoming tickets based on SLA commitments and business criticality, ensuring timely resolution of high-impact issues. • Performed initial technical investigation and root cause analysis, analysing application logs and system behaviour before escalating to 3rd–4th line support. • Worked closely with Development, Cloud, and DevOps teams to diagnose issues and implement permanent fixes. • Supported release validation and change implementation to reduce recurrence of production incidents. • Maintained a strong hands-on focus on technical problem solving rather than people management responsibilities.

• Provided 2nd–3rd line application support for a CRM platform in a production environment, resolving complex technical incidents and service disruptions. • Investigated incidents related to system behaviour, performance, data consistency, and integrations, working with tickets end-to-end. • Performed root cause analysis using application logs and system diagnostics, preparing well-structured escalations when required. • Collaborated closely with development and engineering teams to validate fixes and reduce recurrence of production issues. • Contributed to service stability by supporting release validation and documenting known issues and resolution approaches.