Andreas Oravetz

.-Owner of Service Quality Management System for DACH region / ongoing optimization and corrective actions (CSI) -Management link to overall service quality and escalation SPoC for troubled accounts -Analytics cross all accounts on RCAs / findings to derive general corrective (SIPs) actions for DACH region -Client Advocacy Leader in DACH to drive and improve Net Promoter Score -Personnel responsibility for near-/ offshore team

-Process Owner ITIL Processes (Incident/Major Incident Management, Problem Management, Change Management, Request Fulfilment) -Co-author Incident Process EMEA -Audit lead for ISAE, Corporate Audits, ISO with regards to ITIL processes -Project manager -Educational excellence lead for ITIL Processes (Incident-/Problem Management)

-Service Delivery Management (Customer Facing) -Special project lead “firefighter” for troubled accounts (CritSit Management for contract enablement & BAU readiness) – Roadmap to target -Project Management & Transition Management -Managing Daily Business (Incident Management, Change Management) for IBM internal account -CritSit Lead on IBM internal shared environment (Moderation and solution finding)

-Desktop/Laptop end-user support (Windows/OS2), 1st/2nd Level Support, IBM internal -Lotus Notes Networkadmin, Database Programming -Windows NT Networkadmin

-allgemeine IT -Programmierung (Assembler, COBOL, C, C++) -Marketing -BWL -VWL -Betriebspsychologie