Icinga Experts in Germany

Unified ITSM framework

• Definition of a company-wide ITSM target picture
• Introduction of a uniform service structure across all business units

SLA and OLA management

• Building a standardized SLA framework
• Definition of service classes (Business Critical, Standard, Low Priority)
• Introduction of OLAs between internal teams
• Building meaningful SLA reporting
• Definition of KPI and service dashboards for business units

Service portfolio management

• Definition of service descriptions
• If needed, preparing possible cost and service billing

Ticketing & processes

• Incident management
• Uniform ticket categories
• Standardized prioritization
• Escalation matrix
• Automations
• Self-service optimization

Request fulfillment

• Service catalog across all business units
• Approval workflows

Problem management

• Introduction of root cause analysis
• Known error database
• Problem review process

Complete asset management concept

• Hardware lifecycle management
• Software lifecycle management
• Leasing lifecycle
• Mobile device lifecycle
• Monitor lifecycle
• Phone lifecycle

Processes

• Procurement
• Goods receipt
• Inventory
• Assignment
• Return
• Disposal
• Leasing return Goal: single source of truth for all assets

CMDB design

• Definition of all configuration items:
• Workplace
• Notebooks
• Monitors
• Mobile phones
• Printers

Infrastructure

• Servers
• Firewalls
• Switches
• WLAN
• Storage
• Backup systems

Cloud

• Azure resources
• Microsoft 365
• SaaS services

Relationships

• User ↔ Asset
• Asset ↔ Service
• Service ↔ Infrastructure
• Location ↔ Asset
• Goal: make all service dependencies visible

Software asset & license management

• License management concept
• License balancing
• Compliance reporting
• Microsoft license management
• Adobe license management
• SaaS management
• Contract management
• Renewal management

Interfaces & automation Existing systems

• Workday
• Joiner
• Mover
• Leaver

TESMA

• Leasing data
• Contract data

Matrix42

• Asset synchronization
• User synchronization

Active Directory / Entra ID

• User management

Microsoft 365

• License assignment
• Group management

Dormakaba

• Access processes

• Lifecycle services

Monitoring platforms

• PRTG
• Palo Alto
• Cisco

Reporting & KPI framework

• Definition of a management dashboard
• KPIs
• Ticket volume
• SLA fulfillment
• MTTR
• First resolution rate
• Asset accuracy
• License compliance
• Change success rate
• Service availability
• Degree of automation

Network redesign support

• Governance
• Support of the network redesign from an ITSM point of view
• Definition of affected services
• Change management structure
• Communication concept

CMDB integration

• Recording of all network components
• Service mapping
• Dependency analysis

Validation of documentation and knowledge base articles

• Network documentation
• Operations documentation
• Standard changes

Monitoring & event management

• Target picture
• Central monitoring concept
• Event management process
• Alerting strategy
• Escalation model

Systems

• Cisco

• Palo Alto

• Fortinet

• Rubrik

• Veeam

• Matrix42

• Azure

• Microsoft 365 Automation

• Ticket creation from monitoring

• Escalations

• Standard actions

Audit, compliance & information security

• ISO 27001 consulting
• TISAX consulting
• NIS2 preparation - consulting
• Audit-ready processes
• Documentation structure
• Evidence tracking in Matrix42

Roadmap

• 12-month roadmap
• Prioritization of all measures
• Quick wins
• Medium-term projects
• Long-term target picture
• Documentation

Windows Administrator, software deployment, user support, Azure / Entra administrator, hardware support, software packaging, defining and introducing processes

Tasks performed:

• Handling incidents, service requests & changes in the Matrix42 ticket system
• Handling / resolving incidents
• User creation / permissions
• Installation and patch management for Windows
• Permissions and license management in Entra
• Process improvement and documentation

Tools and methods used: Windows Server 2016 / 2019, Active Directory, Windows 11, Office 365, Azure / Entra, Ivanti, VMWare & ESX, Dell & Kyocera Minolta & Zeus hardware support

• As-is assessment of the current network infrastructure and its documentation, including on-site inspections
• Independent planning of new distribution and main distribution rooms in the individual district offices (components used, rack layout, connectivity), considering the BSI IT-Grundschutz and InfoSic requirements
• Planning of new copper and fiber optic cabling, including patch panels
• Coordination with building services engineering (TGA) to ensure compliance with relevant on-site requirements
• Development of detailed execution plans and high-level concepts for the rollout of the new infrastructure
• Additional support after the components go live (hypercare phase)
• Regular communication with project management and client stakeholders

• Infrastructure management with Puppet and Terraform for consistent environments
• Maintenance and adaptation of Terraform scripts for Azure cloud deployment
• Migration of database systems and services to the Azure cloud
• Introduction of GitOps with ArgoCD for fully automated deployments
• Adaptation and development of GitHub pipelines for CI/CD workflows
• Creation of Helm Charts for standardized deployments
• Migration of repositories from Bitbucket to GitHub
• Operation and performance optimization of an Oracle 19c grid cluster (RAC, Dataguard)
• Setup and management of MongoDB instances (on-premise and Azure Kubernetes)
• Setup of PostgreSQL clusters in on-premise and Azure Kubernetes environments
• Migration of services, master data, and stored procedures from Oracle to PostgreSQL
• Troubleshooting and performance tuning of complex data infrastructures
• Installation, configuration, and upgrade of Tableau in the productive BI environment
• Development of sanity checks to monitor business processes and application logic
• Adaptation of the backup and recovery strategy to new requirements
• Carrying out disaster recovery and point-in-time recovery
• Technologies used: Oracle 19c RAC Grid Dataguard, PostgreSQL 16, MongoDB, MySQL Cluster, Kubernetes (Azure), Tableau, Puppet, Terraform, ArgoCD, GitHub/Bitbucket, CheckMK, Prometheus, Grafana, Icinga2, Ubuntu/RHEL

• PRISMA project
• Ansible automation
• Windows third-level support for Windows NT, Windows 2000, Windows 2013, Windows 2016, Windows 2019

• Migrate company software to RHEL10
• Development in Bash, Python, C, Ansible

• Configuration and expansion of monitoring
• Setup of a monitoring test instance and inclusion of Windows and Linux servers
• Creation of documentation for the checkmk environment
• Handover to operations
• Administration, installation, documentation
• IT environment: Windows Server 2019, Ubuntu Server, Checkmk

• Rolling out M365 in a complex environment
• Hybrid environments with Entra Hybrid Join and pre-provisioning
• Packaging with PowerShell Deployment Toolkit
• Troubleshooting / last-level support
• Co-management with SCCM
• Developing packages and scripts for Intune Autopilot
• Migration planning from network file shares to OneDrive / Teams
• Introducing user profile management with OneDrive
• Windows operating system design
• GPO design for the operating system and other applications
• Browser design and configuration
• OS upgrade planning (Windows 10 20H2-22H2 / Windows 11 22H2-24H2)
• Application lifecycle management / application ownership

• Project support for VMware/Active Directory
• Operational support for administration, process execution
• Creation and review of documentation
• Active Directory, Powershell, VMware VSphere 7, Confluence, Jira
• Windows Server 2016/2019/2022/2025 GUI/Core
• Concept and rollout of Windows Update Services (approx. 500 client/server systems) and takeover of a central WSUS gateway company-wide
• Takeover and redesign KMS/RDS systems company-wide

• installation and maintenance of communication systems on marine vessels
• advanced security checks
• building cluster environments using VMware ESX servers, DataCore, and Dell hardware

• Subproject Manager / Head of Monitoring for facility management and handling operational project parts as well as coordinating operations
• CheckMK consulting: central monitoring infrastructure with CheckMK master and distributed CheckMK satellites
• Implementation of advanced monitoring approaches, integration of new plugins and customization of the CheckMK agent
• Graphic representation of performance metrics with InfluxDB and Grafana, creation of NagVis/Grafana templates and dashboards
• Monitoring of Linux/UNIX/Windows systems and active components using CheckMK agents/MRPE as well as hardware monitoring via SNMP
• Development of monitoring plugins based on Bash scripting
• Inventory and cross-disciplinary analysis for application-specific monitoring
• Concept design, testing and documentation for integrating CheckMK status messages and performance data into a higher-level umbrella system (Data Leak)
• Technical and conceptual point of contact

• Maintained a SaaS billing platform on AWS as part of the Site Reliability Engineering (SRE) team.
• Played a key role in an AWS cloud migration project, implementing Terraform (IaC), creating CI/CD processes and pipelines, hardening images, upgrading tool versions, and developing scripts.
• Wrote documentation.

AWS Cloud migration:

• Design and implement CI/CD for deploying AWS resources using GitLab CI, Terraform, and GitOps.
• Create and configure DevOps toolchain including Jenkins, Harbor, and Vault.
• Deploy billing application, microservices, and supporting infrastructure services to Nomad clusters.
• Re-designed TLS/mTLS certificate management using Vault and Lambda.

Security (Infrastructure Hardening & Patch Management & Vulnerability Scanning):

• Managed multiple AWS accounts for Consul/Nomad/Traefik clusters (10–20 EC2 instances/account, ASG) and DevOps toolchain accounts (Harbor, Jenkins, Vault).
• Created hardened AMIs via Packer based on CIS benchmarks for Nomad, Jenkins, Harbor, and Vault; deployed using Terraform.
• Integrated Trivy via Harbor plugin for container image scanning.
• Implemented strict AWS VPC security group rules.
• Developed and maintained patching process across environments using Qualys and Wiz.
• Deployed Qualys Cloud Agent to all EC2 instances, tracked CVEs and tested patches in lower environments before rollout.
• Automated patch deployment across all AWS accounts using Terraform and GitLab CI and verified patch compliance via Qualys/Wiz dashboards.

• Implementation of specified DevOps solutions to automate infrastructure (Terraform, Bicep, CloudFormation, Ansible) on-premises datacenter (Ovirt, Proxmox, Ceph Cluster, MinIO) and private cloud.
• Administration, configuration and implementation of CI/CD DevOps pipelines (GitLab, GitFlow) to support development process (Artifactory, Prometheus, Istio, service mesh, Helm Chart, OpenShift (Red Hat Enterprise) / Kubernetes cluster), Red Hat Satellite.
• Administration, setup, monitoring and patching of Linux infrastructure based on Red Hat Enterprise for Dev, Test and QA.
• Use of Scrum and Kanban methods.
• Administration, configuration and implementation of security standards for deploying on Dev, Test, QA and Prod stages of the new ePA applications.
• Development of new plugins and add-ons needed on current infrastructure.
• Database support.
• Data analytics support (Python, Spark, Pandas, Power BI, Splunk Enterprise).
• Implementation of best practices for DevSecOps and BizDevOps using GitOps (ArgoCD), Streamlit framework, Semaphore Ansible UI.
• Configuration and testing of iperf, uperf, sysbench using benchmark-operator for external source data and IoT/MDM devices, creating reports via ELK / OpenSearch.
• Building a new Databricks platform to collect and analyze big data from different sources and IoT devices into Hadoop framework (Python, Pandas, PySpark, Power BI, Apache Airflow).
• Building backend data aggregation and processing to automate configuration deployment between different OpenShift clusters and big data framework (Python, Pandas, PySpark, Apache Spark, PostgreSQL, Django 2, Ansible Automation, Jira JSM).
• Building a new ML pipeline platform using Kubeflow, TensorFlow, KServe.
• Data extraction, transformation and loading from different data sources including structured and unstructured data to analytic DWH / big data cluster using Python, Pandas, Polars, Power BI, Django backend and PostgreSQL.
• Setup of new DevOps Test and QA HashiCorp Vault cluster for PKI and IAM.
• Configuration and testing of automated patching based on CVSS score, SIEM-integrated CVEs.
• Use of Nexpose and InsightVM to scan vulnerability events in network, host, container and application.
• Design and implementation of secure and scalable AWS architectures including VPC, EC2, S3, RDS and Route53 and similar setups on Azure and GCP.
• Automated system provisioning and deployment using CloudFormation templates.
• Configuration of IAM roles, policies and permissions to ensure secure access control.
• Patch management, backup automation and disaster recovery setup on AWS infrastructure.
• Monitoring and optimization of system performance using AWS CloudWatch and AWS Trusted Advisor.
• Support of VMware services (vSphere, Aria, Horizon) and the virtual desktop environment.
• Development and maintenance of CI/CD pipelines using Jenkins, GitLab CI/CD and AWS CodePipeline with interface to Nutanix.
• Configuration of AWS CloudWatch to monitor application performance and system events.
• Planning and execution of migration of on-premises applications to AWS cloud platforms.
• Deployment of containerized applications using Docker and Kubernetes in AWS environments.
• Deployment of internal software packages between availability zones using AWS CodeDeploy.
• Building and deploying ML models using Scikit-learn, XGBoost and Spark MLlib including hyperparameter tuning, model evaluation and production deployment.