Pawel Graczyk

• Carry out Trend Analysis of Incidents, Post Mortem Reports and infrastructure monitoring data
• Ensure Root Cause Analysis is carried out in partnership with resolver teams.
• Communicate and escalate as appropriate
• Monitor and provide ongoing ‘management’ of Problem resolution activity in line with agreed resolution plans
• Provide, where appropriate, a recommending action as a result of Trend Analysis findings and other proactive activity
• Coordinate with Resolver Team members regarding problem progress and resolution
• Perform post Problem reviews as necessary
• Understand and communicate, where possible, how Known Errors may impact teams and ensure resolution activities take this into account
• Carry out regular reviews of the process
• Facilitate and provide direction for weekly Problem Management meetings
• Facilitate and provide direction in the monthly Problem Management meetings with the Client

• Management of all clients open Incidents through to resolution,
• Management and co-ordination of all Incidents within SLA targets
• Escalation to Service Delivery Managers / Resolving Teams where Incidents may or have breached their resolution deadlines,
• Ownership of the accuracy and quality of recorded information on logged Incidents. This will include classifying all incoming Incidents with appropriate priority, category and incident summary details and ensuring that no additional information is needed from the customer.
• Escalate Priority/Severity 1 & 2 incidents to appropriate leadership team.

• Supporting English speaking customers across Europe, Middle East and Africa.
• Providing the specified grade of service while responding to incoming user telephone calls, e-mails or web-based contacts.
• Recording and classifying incoming incidents on Remedy with appropriate priority and detailed description.
• Resolving incidents according to 1st Line resolution standards.
• Redirecting the incidents that cannot be resolved by 1st line to appropriate 2nd or 3rd Line support group.
• Closing all incidents that have been resolved.
• Peforming Quality Checks