Mariusz Cedro

I am an IT operations leader with many years of experience in Backup & Recovery and Major Incident Management. I have worked in high-pressure environments where service stability, customer impact, and clear communication were essential. As a Major Incident Manager, I led P1 incidents and outages end-to-end, coordinating cross-technology teams and managing communication with customers, service owners, and senior leadership.

At the same time, I held Team Lead roles, focusing on customer satisfaction, people development, and continuous process improvement.

Senior Associate / Team Lead at Kyndryl (2025-03 – 2026-02)

Senior Associate / Team Lead at Kyndryl (2021-09 – 2025-03)

• Performed advanced troubleshooting of backup services across enterprise platforms, configuring policies, groups, and resolving complex incidents while acting as an escalation point for L1
• Participated in technical calls with clients and partners to ensure alignment and consistent progress toward resolution.
• Co-created a new operational POD, including full documentation and procedures.
• Organized and delivered technical training to strengthen team capabilities.
• Ensured stable service delivery through continuous process optimization.
• Managed daily team operations and ensured achievement of operational KPIs.
• Supported staff development through coaching, training, and task prioritization
• Conducted quarterly performance reviews and monitored individual and team results.
• Improved workflows and contributed to operational efficiency initiatives.
• Built a positive work environment focused on cooperation, accountability, and readiness for complex technical tasks.

Major Incident Manager at IBM / Kyndryl (2019-01 – 2025-03)

• Managed critical P1 and outage incidents end to end, from detection to full service restoration, minimizing business impact.
• Coordinated technical bridges across Storage, Backup, Network, OS, Database, Applications, Cloud, and Security teams.
• Delivered clear, timely communication to customers, SDMs, service owners, and senior leadership.
• Assessed business impact, prioritized actions, defined recovery timelines, and ensured proper escalation and SLA compliance.
• Received recognition for restoring more than 70 customer accounts during the global CrowdStrike outage.

Team Lead at IBM (2017-06 – 2021-09)

• Managed an operational support team, assigning tasks and overseeing KPI execution.
• Motivated employees and supported growth in technical, communication, and product skills.
• Conducted quarterly performance evaluations and monitored individual progress.
• Improved team efficiency through workflow enhancements and strategic task distribution.
• Fostered a positive and collaborative work culture and contributed to organizational improvements through process refinements

L1 IT Assistant at IBM (2015-02 – 2017-06)

• Provided technical support for global clients via email and phone.
• Monitored backup performance and cloud infrastructure health.
• Supported Backup & Recovery platforms including TSM, NetBackup, VSR, and legacy systems.
• Handled service provisioning tasks and performed Netcool alert analysis, ticketing, and cleanup.
• Completed customer restore requests and ensured SLA/SLO compliance.
• Proactively identified and resolved backup and restore issues to maintain service stability.

Facility Manager at Pizza Hut / AmRest (2014-01 – 2015-02)

• Managed staff and ensured smooth daily restaurant operations.
• Optimized operational metrics including scheduling, product costs, and equipment usage.
• Supervised documentation flow and maintained the technical condition of all equipment.
• Ensured high-quality customer service and compliance with operational standards.
• Resolved daily operational issues and improved efficiency through better resource planning and workflow organization

Product Manager at Pizza Hut / AmRest (2011-07 – 2014-01)

• Managed a team and coordinated daily restaurant operations.
• Oversaw product ordering, inventory management, and supply flow.
• Organized employee training and local promotional campaigns.
• Ensured high service quality and customer satisfaction.
• Improved operational efficiency through better task coordination and cost control

Bachelor's degree in Management and marketing, specialize in human resource management – Higher School of Banking, WSB Wroclaw