Olga Otorowska

- coordination of software developers work - organisation and hosting of daily stand-ups, planning and retrospectives - evaluation, motivation and ensuring growth of team members - maintaining good reletionships with the client - communication of strategy and changes which happen within the organisation - cost report creation and estimations of staffing allocation

- act as Client’s focal entry, communication and escalation point - act as primary contact between the Account Management team and the delivery support organization - lead and direct the delivery teams with expectations to ensure the contracted services are delivered as per commitment by the organization, participate in projects as well as support of incident, problem and change management when necessary

- Manage, escalate, and facilitate resolution of IT problems impacting the customer. - Co-ordinate with relevant support groups to ensure root cause is identified and rectified for all problems, - Handle day-to-day problem management issues and escalate to Problem Resolver Groups to ensure timely resolution of problems, - Arrange and chair technical conference bridges involving regional support teams as required

- Undertaking the management of all incidents for the clients infrastructure and applications through to resolution, - Ensuring all incidents are correctly logged, progressed, updated and authorized, - Pro-actively identifying incidents ‘at risk’ and take appropriate preventive measures, - Escalation to Service Delivery Managers/resolving teams where incidents may or have breached their resolution deadlines,

Recording and classifying incoming calls with the appropriate priority, category and ticket summary (raising tickets in ITSM), - Undertaking initial analysis, troubleshooting and resolving network, hardware and software issues, - Accurate and timely hand off to other resolving teams, - Reviewing incidents assigned to 3rd party vendors, - Training for new joiners, - Creating and managing schedule for Tier1 agents, - Creating and validating entries in Knowledge Database,