Vitalii Kopach

1. Planning and Managing Integration Projects:

• Developing detailed project plans, including timelines, resources, budgets, and key milestones;

• Prioritizing integration tasks based on business needs and technical requirements;

• Continuously monitoring project progress and updating stakeholders.

2. Coordination of Teams and Resources:

• Managing interdisciplinary teams (developers, analysts, testers) to execute integration tasks;

• Establishing communication between technical and business teams to align requirements;

• Optimizing resource allocation and ensuring timely task completion within set deadlines.

3. Requirement Definition and Documentation:

• Gathering and analyzing business requirements for integration solutions;

• Creating technical documentation for system integration (APIs, data, interfaces);

• Implementing documentation processes to ensure transparency and control at all stages.

4. Technical Integration and Quality Control:

• Coordinating the development and testing of integration solutions;

• Ensuring system compatibility and timely resolution of technical issues;

• Participating in the implementation of automated tests to detect defects at early stages.

5. Risk Management:

• Identifying potential risks that may impact successful integration;

• Developing risk mitigation plans and responding promptly to issues;

• Forecasting possible delays and implementing corrective actions.

6. Ensuring Effective Communication:

• Organizing regular status meetings with teams and stakeholders to discuss progress, blockers, and plans;

• Preparing reports on task completion, adherence to deadlines, and integration quality;

• Ensuring a transparent communication process at all levels of the company.

7. Implementing Integration Standards:

• Applying best practices in integration management: API architecture, ETL processes, middleware solutions;

• Establishing integration standards to ensure scalability and security;

• Optimizing processes to reduce time and resource costs for integration.

8. Post-Project Support and Optimization:

• Monitoring integration solutions after implementation to detect errors or inefficiencies;

• Continuously optimizing processes based on collected data;

• Providing support to users and other teams in understanding and utilizing integrated systems.

• First point of contact in case of an incident or issue
• Gathering information about the incident, describing a ticket, and doing incident triage
• Incident Management and issue escalation
• Responding to incidents promptly, following established procedures and effectively communicating with stakeholders
• Working towards minimizing downtime and impact on end-users
• Timely escalating incident to the next level of support (L3) when it needs in-depth technical knowledge for resolution
• Gathering and providing necessary incident details before escalation
• Proactive application and infrastructure monitoring
• Logs analyzing
• Setting up Alerts for further tracking and monitoring
• Maintaining comprehensive documentation for configurations, troubleshooting steps, and support procedures
• Setting up support procedures
• Creating internal tutorials
• UAT and smoke testing
• Solving support tickets according to the SLA
• Writing simple SQL queries during the investigation process
• Working with PHP-based application in Azure Cloud Environment
• Working with Linux CLI, SFTP, SHH.
• Developed expertise in variety of technical disiplines including cloud services and network management.
• Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
• Investigated and diagnosed customer's technical and product queries.
• Anticipated and prevented issues with technical infrastructure to minimise downtime.
• Completed investigations to check on reported errors, reproduce problems and trace faults.
• Monitored application performance and infrastructure health, implementing automated alerts for potential issues.
• Monitored system performance using recognised and agreed criteria.
• Writing automation scripts for testing purposes.
• Working with Azure cloud environment and Azure DevOps
• Working with CI/CD pipelines.
• Monitoring and troubleshooting build failures or deployment issues in pipelines.
• Integration of code repository Azure Repos into the pipeline for continuous integration.
• Generating and interpreting reports on pipeline performance, deployments, and code quality metrics.
• Monitor work items, sprint progress, and build/release statuses to ensure timelines are met.

• Provide technical assistance for payment gateway integration issues, including API errors, transaction failures, and connectivity problems.

• Diagnose and resolve escalated technical issues related to payment processing, merchant accounts, and transaction flows.

• Collaborate with L3 teams for complex issue resolution and root cause analysis.

• Monitor payment transactions and system logs to detect and proactively resolve issues, ensuring minimal downtime for clients.

• Track and report recurring issues or patterns, suggesting improvements to prevent future incidents.

• Assist clients in implementing, testing, and troubleshooting payment gateway integration via APIs, SDKs, and plugins.

• Provide detailed technical guidance to merchants on payment setup, security compliance (e.g., PCI-DSS), and best practices.

• Create and maintain internal and external documentation, including FAQs, troubleshooting guides, and technical support manuals.

• Update and expand knowledge base articles to improve the efficiency of support operations.

• Manage and resolve escalated technical tickets from L1 support, adhering to defined SLAs.

• Escalate critical incidents to appropriate teams, ensuring timely resolution and communication with stakeholders.

• Support integration testing of new payment methods, gateway services, and updates, working closely with development and QA teams.

• Validate the correct implementation of payment features in live environments, ensuring functionality and compliance.

• Provide training sessions and support for clients on using payment gateway systems and resolving common issues.

• Serve as a point of contact for client inquiries related to integration performance, feature requests, and troubleshooting.

• Work with account managers, developers, and operations teams to ensure smooth integration and functionality for gambling industry clients.

• Contribute to technical discussions for improving payment flow, system reliability, and client satisfaction.

• Managing support tickets
• Upselling web design and development services, SEO services, web speed performance
• Updating external client knowledge base and internal documentation
• Installation, modification, and repairing WordPress themes
• Tracking computer system issues through resolution, within agreed time limits
• Testing the custom projects based on our themes on different platforms
• Maintaining the daily performance of Shopify Apps
• Maintaining the daily performance of WordPress Themes and plugins
• Submitting test tasks for fixes
• Product documentation writing
• Beta/Alpha/Regression testing of Web applications
• Cooperation with developers and other units
• Mentoring new support team member.

• Customer support representative in the outsourcing/offshoring industry
• Dealing with prioritization of reported incidents
• Reporting and escalating internal and external incidents
• Informing the clients about any issues which impact the site/products performance
• Managing support tickets
• Working with Zendesk
• Working with Jira.