Anna Sadło

Implementation and support of processes and practices for managing IT infrastructure, development and operations using the concepts and techniques of Information Technology Infrastructure Library

Apply the knowledge of ITIL or other Systems Management Frameworks to modify existing or create new processes.

Ensure system management processes and procedures are maintained or modified as necessary through capital work projects and regular lifecycle maintenance activities

Manage process design and construction in alignment with ITIL recommended practices.

Ensure process (es) are harmonized and maintained in compliance with relevant external regulations and internal policies.

Focus on simplifying processes, enhancing efficiency and effectiveness, and participation in activities associated with building a culture of continuous improvement throughout the organization.

Develop supporting process documentation, including required procedural documents.

Perform on-going monitoring of process effectiveness. Contribute to automation of process activities.

Participate in ensuring integration of process with input and output processes. Act as change agent to instill process management practices within the organization.

Participate in process improvement initiatives across the IT service delivery organizations sharing best practices to sustain process excellence.

Collaborate with peers and interact with executives across the organization to drive cross-functional process improvement initiatives.

Implement methods to collect metrics to assist in understanding and measuring the effectiveness of current IT processes; suggest and champion process improvement initiatives based on metrics analysis; monitor improvement activities to ensure desired outcome is achieved.

Monitor the external landscape for new and innovative process improvement ideas, methods and trends and apply them as appropriate.

Responsible for actively managing all incidents within global IT infrastructure

Identifying and resolving complex issues and incidents as well as identifying root causes and trends related

Responsible for building effective networks with suppliers, resolver groups, service domains, Change Management and other key stakeholders

Issuing overall Service Report- awareness of business and financial aspects of the Service

Providing expert advice to all support staff in the resolution of Incidents, including negotiation with service teams in order to resolve issues which may delay resolution

High exposure to contact with difficult and demanding clients

Manage complaints by finding solutions and providing high level Customer Service

Act as an escalation point where resolution ownership is disputed

Act as an escalation point for procedural issue

First line agents’ support and ability to improve their knowledge about Client's infrastructure and Customer expectations

Planning and prioritizing others people work

Involvement in changing / updating/ creating processes, including creating process flowcharts

Working for the one of the largest processor of merchants purchasers and bank credit card issuers

Delivering highest levels of customer service and the confidence that their accounts and merchants are being managed appropriately

Provide customer service by responding, tracking and resolving customer inquiries

Provide training, shadowing and coaching to individuals and to the group to handle day-by-day requests

24/7 Support from answering ‘how to’ questions to negotiating and solving complicated communication issues