Daniel Ciaglia

Preparing the compute infrastructure // monitoring, improving and optimizing it Enable teams getting their services up and running and accessible // we also put guardrails, boundaries and security measures into place to keep everybody sound and safe. Kubernetes and Open Source first // we aim to run our workloads inside Kubernetes clusters and use open-source software over managed technologies and proprietary AWS services.

Consulting clients in next level managed services utilizing modern cloud infrastructure.

SCUBA Dive Instructor and IT Consultant looking for a sunny place to escape the Berlin winter.

Projektmanagement für mehrere Softwareentwicklungs- und Betriebsprojekte eines Hauptkunden (Kreuzfahrtunternehmen). Consulting, Einführung und Projektmanagement der Atlassian Tools für Agile Softwareentwicklung (JIRA Software) und IT Servicedesk (JIRA Servicedesk) bei mehreren namhaften Online-Plattformen.

Support Manager for an EMEA ePassport project during the warranty period. This means managing - Customer expectations and legal bindings - Targets, tasks and costs - Suppliers and contracts - Customer Services (Incident Mgmt, Problem Mgmt, Change Mgmt)

Introducing OTRS::ITSM solutions to customer organizations in an ITIL way. This includes - Project Management - Conceptional work like + Design of Processes and Workflows + CMDB + Service Catalogs - Trainings for Administrators and Key Users But it also means dirty hands on the software and the host systems at installations, upgrades and customizations.

- Coordination of AsiaPacific / United States / Berlin (Headquarter) teams - Interviewing and training of Support staff - Definition and permanent improvement of Support related business processes - Scheduling different operations like 24/7 support and telephone hotlines

Teamleiter technischer Support

Mitarbeiter technischer Support