Experience

• 

  Mega-alfa d.o.o.

  Jan 2014 - Jan 2019

  Vending machine host
• 

  Span

  Jan 2019 - now

  The Incident Manager is responsible for the efficient functioning and development of the incident management process. They serve as the primary point of contact for all information related to Major Incident tickets. The role includes analyzing and coordinating the Incident Review process after resolving Major Incident tickets. Additionally, this position also includes Problem Manager and Queue Manager roles. Problem Manager is responsible for identifying and resolving recurring issues within an organization's IT infrastructure or business processes. This role involves analyzing data to uncover root causes, implementing corrective actions, preventing future incidents from occurring, and noting everything in the RCA document. Problem Management is closely connected with Incident Management. Queue Management role is responsible for the analysis of aging tickets, highly reassignment tickets, creating reports, and sending them to Team Leaders.Work Activities:- Managing Major Incident tickets from opening to resolution- Overseeing service management processes- Managing activities within the incident management process- Reporting on tickets- Monitoring and ensuring the accuracy of active tickets- Supervising escalation procedures- Educating teams on the service management process- Continuously improving the service management process- Managing Problem tickets- Completing and analyzing RCA (Root Cause Analysis) documents Mostrar menos The primary task of this position is to coordinate and manage employee knowledge and training. It involves ensuring the development of knowledge management processes, the implementation of regular and periodic employee training, and the management of the knowledge base.Work Activities:- Optimal coordination of employee training- Conducting internal individual and group training sessions for employees- Overseeing and implementing knowledge-base management processes- Creating, updating, and ensuring the accuracy of existing work instructions and documentation- Reporting to superiors on the progress of employee training- Creating training materials- Creating LMS content and administering the LMS- Collaborating with department heads and the Human Resources department regarding employee competency development Mostrar menos The primary responsibility of this position is the advanced management and resolution of complex incidents, along with proactive and reactive oversight of critical customer systems. This role acts as an escalation point for high-impact issues, ensuring swift and efficient resolution through expert technical troubleshooting and strategic coordination.Work Activities:- Resolving more complex incidents (from opening, through communication with the customer and supplier, to closing)- Incident handling (opening, escalation, closing)- Providing training and assistance to colleagues in the Service Desk teams regarding the resolution of more complex tickets- Monitoring customer IT systems using monitoring tools- Regular (manual) review of customer IT systems- Preparing monthly reports for customers Mostrar menos The primary task of this position is proactive and reactive monitoring of customer systems, as well as administrative and technical incident handling. The "first line of defense" is defined through communication with the customer and managing the incident from start to finish. Internally, communication is mainly with System/Support engineers, and externally with the customer (IT Managers, System Engineers)Work Activities:- Resolving incidents (from opening, through communication with the customer and supplier, to closing)- Incident handling (opening, escalation, closing)- Monitoring customer IT systems using monitoring tools- Regular (manual) review of customer IT systems- Preparing monthly reports for customers Mostrar menos The primary task of this position is proactive and reactive monitoring of customer systems, as well as administrative and technical incident handling. The "first line of defense" is defined through communication with the customer and managing the incident from start to finish. Internally, communication is mainly with System/Support engineers, and externally with the customer (IT Managers, System Engineers)Work Activities:- Resolving simpler incidents (from opening, through communication with the customer and supplier, to closing)- Incident handling (opening, escalation, closing)- Monitoring customer IT systems using monitoring tools- Regular (manual) review of customer IT systems- Preparing monthly reports for customers Mostrar menos

  • Incident Manager

    Mar 2023 - now

  • Knowledge Management Coordinator

    Feb 2022 - Mar 2023

  • Service Desk Engineer

    Oct 2021 - Feb 2022

  • Service Desk Specialist

    Oct 2020 - Oct 2021

  • Service Desk Operator

    Jan 2019 - Oct 2020