Agata Janik

- Maintain SLA requirements by monitoring team performance and activity
- Facilitate problem solving and collaboration
- Familiarize the team with the customer needs, specifications, design targets, design
standards, techniques and tools to support task performance
- Ensure deliverables are prepared to satisfy the project requirements, cost and
schedule
- Provide status reporting of team activities against the program plan or schedule
- Serve as a focal point to communicate and resolve interface and integration issues
with other teams
- Provide guidance to the team based on management direction
- Manage team conflicts and ensuring that problems are resolved constructively
- Delegate team tasks as needed
- Handling escalations
- New joiners recruitment

- Undertaking initial diagnostics of the incident, using the tools available and
resolving as many as possible on initial contact
- Accurately recording and classifying all incoming incidents with the appropriate
priority, category and incident summary details or error messages
- Proactive flagging incidents where no knowledge solution was found
- Taking part in project mutualistation

- Assess and resolve enquiries, requests and complaints, primarily on the telephone
or other electronic access channels
- Receive and process payment made to the company
- Provide a comprehensive information service to the customers, advising on new
available services and informing about the policies and procedures
- Maintain electronic and written databases of letters and forms received, information
given, services requested and complaints made, to ensure accuracy of information
and efficiency when dealing with customers.