Company: Mercedes-Benz AG
Role: Senior IT Service Management Process Manager
Technologies & Domains: ServiceNow, Major Incident Management, ITIL4, Root Cause Analysis (RCA), Stakeholder Management
As a 24×7 Manager on Duty (MoD), I coordinated the resolution of business-critical production incidents across globally distributed Mercedes-Benz applications. I facilitated incident bridges, coordinated cross-functional Development, Cloud, Infrastructure and Product teams, ensured effective stakeholder communication, and contributed to post-incident reviews and continuous service improvements to strengthen operational resilience.
Company: Mercedes-Benz AG
Role: Senior IT Service Management Process Manager
Technologies & Domains: ServiceNow, ITSM, Incident Management, Change Management, Problem Management, ITIL4
Contributed to the governance and continuous improvement of the Product Data Management (PDM) ecosystem by standardizing IT Service Management processes across multiple enterprise applications. Supported the definition of operational procedures, ServiceNow governance activities and cross-functional collaboration to improve service quality, process maturity and operational consistency.
Company: Mercedes-Benz AG
Role: Senior IT Service Management Process Manager
Technologies & Domains: ServiceNow, ITIL4, Incident Management, Major Incident Management, Change Management, Problem Management
A dedicated IT Service Management team was established for the Product Data Management (PDM) ecosystem, including some internal applications. I contributed to the design and implementation of the team's operating model, taking an active role in recruitment, onboarding and service readiness. My responsibilities included establishing governance for Major Incident, Incident, Change and Problem Management processes, ensuring consistent service delivery for globally distributed business-critical applications.
Company: Mercedes-Benz AG
Role: Senior IT Service Management Process Manager
Technologies & Domains: ServiceNow, Knowledge Management, SLA Management, KPI Reporting, Workflow Design
Following the migration of the Vehicle Booking System (VBS) to ServiceNow, I contributed to the design and implementation of a new enterprise support model. My responsibilities included defining service structures, designing operational workflows, developing the knowledge base, supporting recruitment and onboarding activities, and building KPI and SLA dashboards for operational reporting. The new support model improved operational visibility and enabled faster response to production issues and new releases.
Company: Mercedes-Benz AG
Role: IT Service Management Process Manager
Technologies & Domains: ServiceNow, Incident Management, Workflow Design, L1/L2/L3 Support
I participated in the migration of the CISM ticketing solution to the ServiceNow platform, ensuring a smooth transition for business-critical applications. I contributed to redesigning incident workflows, improving L1, L2 and L3 support processes, and supporting Product Owners in adopting ServiceNow best practices to increase operational efficiency and service quality.
Company: ING
Role: IT Change and Problem Analyst
Technologies & Domains: ServiceNow, Azure DevOps, Demand Management, Change Management, KPI/KRI Reporting
I contributed to the integration of ServiceNow and Azure DevOps to improve visibility across software delivery and IT Service Management processes. The integration enhanced KPI and KRI reporting while supporting the adoption of Demand Management within the organization. In addition to my Change Management responsibilities, I also acted as the primary contact for Demand Management activities between business and IT teams.
Company: ING
Role: IT Change and Problem Analyst
Technologies & Domains: ServiceNow, Change Management, CAB, Workflow Customization, IT Risk
To improve the quality of Change Requests reviewed during Change Advisory Board (CAB) meetings, I designed and implemented a gamification model within the ServiceNow Change Management process. Teams were evaluated using a structured scoring methodology, with monthly performance results shared across the organization. The initiative encouraged healthy competition, increased Change Request quality, strengthened governance and contributed to reducing operational risks in production environments.
Company: LeasePlan
Role: Software Development Intern
Technologies & Domains: C#, ASP.NET, FleetNet ERP, Agile, Reporting
During my internship at LeasePlan, I completed my first software development project by implementing a reporting enhancement for FleetNet, the company's internal fleet management platform. This experience introduced me to software analysis, development practices and Agile methodologies, laying the foundation for my career in enterprise information technology.
[Paper]
Company: Garanti BBVA Technology
Role: Intern
Technologies & Domains: Customer Experience Analysis, Business Analysis, Presentation
As part of my internship at Garanti BBVA Technology, our team analysed customer experience and application performance for SesTek, a third-party voice technologies solution. Since direct source code access was not available, we focused on identifying improvement opportunities through user experience analysis and business evaluation. Our recommendations were presented to senior management as part of the internship program.
[Presentation]
Organization: Yıldız Technical University
Role: Undergraduate Researcher
Technologies & Domains: Weka, Data Mining, Machine Learning, Statistical Analysis
As part of my undergraduate studies in Mathematical Engineering, I completed several research projects focusing on data mining, machine learning and advanced mathematical analysis. One of my primary studies explored the Bike Sharing Dataset using the Weka platform, where I evaluated classification, clustering and regression algorithms by comparing their performance and confusion matrices.
[Paper]
[DataSet]
I also conducted academic research on the Laguerre Function and the Lebesgue Integral, exploring their mathematical foundations and theoretical applications.
[Lebesgue]
[Laguerre]