Mateusz Gola

The Operations Manager works as a member of the Operations team within Epiq’s Legal Solutions
division. Manager is responsible for managing and leading the Operations team and reports directly to the Director of Operations in the US.

Manages the operations team members by acting as a role model and providing guidance and
training both directly to all team members and/or via department Supervisors.
Communicates and works with other company departments and regions.
Generates reports from various database platforms for upper management.
Manages department initiatives around planning, documentation, procedures and continuous
improvement

1. Consultant
Consults with both internal and external suppliers to deliver the IS Service Desk,IS Onsite Support and VIP Support services to the ABB business, to agreed service levels and customer satisfaction requirements.

2. Consulting delivery
Ensures delivery and process adherence with regard to End User Services in the respective time zone area and other time zone areas outside their local support hours.
Collaborate with EUS Service Coordinators in other Time Zone Areas and Suppliers to ensure consistent processes and procedures are being followed across the end user support team.
Initiates proactive and reactive service improvements to ensure the quality of operational processes delivered by internal and external suppliers.
Coordinates, in support of Service IS Supply Integration SMEs, the resolution of major incidents and communicates with all involved participants about the status within End user support.
Initiates trend analyses of incidents, and ensures detection and validation of problem suggestions, with support from relevant IS Tower SMEs. Ensures problems are assigned to the correct IS Supply resolver group. Approves any business case associated with a problem resolution. Ensures problem resolutions are approved/rejected by relevant Tower SMEs.
Ensures that internal and external suppliers are maintaining the ABB's CMDB (Configuration Management Database) as per the standards in the knowledge management process.
Manages the execution of IS Service Desk and IS Onsite Support service improvement plans.
Review and approval of EUS self-help/self-heal knowledge articles.
Effectively manage vendor partners including addressing issues/concerns and providing solutions with favorable outcomes.
Management and execution of optimum customer service to users

4. IS - Services
IS Service Desk and IS Onsite Support services.
Ensures users are provided efficient, effective, and timely first and second level support on a 24x7 basis.
Leverage quality, cost and customer satisfaction metrics to deliver the right level of service to meet business needs

5. Incident, Change or Project
Deals with and provides input for any incident, problem, change or project which has, or might have, a major impact on the IS Service Desk and IS Onsite Support services.
Manages end user, internal, escalated and communications during service incidents and problems; invokes problem escalation procedures to coordinate recovery.

6. ABB IS EA and IS Strategy
Keeps up to date and informed about any change or planned change of the ABB IS Enterprise Architecture and ABB IS Strategy.
Develop and manage relationships throughout the organization to reinforce a culture of service and collaboration.

7. Processes
Supports the management and optimization of service delivery processes related to IS Service Desk and IS Onsite Support Services.
Ensures performance of IS Service Desk and IS Onsite Support services by monitoring the execution of the operational service processes (such as incident management, request fulfillment, change management and complaint management) by internal and external suppliers.
Monitor and evaluate documented resolutions and analyze trends to help mitigate against future issues.

8. Governance
Adheres to IS process framework and governance model.
Participate in meetings with internal and external Suppliers to monitor status of incident management in the Time Zone Area, including setting and managing agreed upon SLAs and OLAs.

Training&Quality Coordinator - Quality Assurance
Quality Coordination’s task is a constant Quality Check of the provided service, including value of phone calls handled by CSA, accuracy of provided information and a quality of tickets raised by Help Desk, data consistency and the proper way of ITSM template usage.
Quality and Training Coordinator is responsible for seamless improvement of provided service by intercepting commonly committed errors, both in information given as and ticket handling. Quality assurance tools are covered by Training tools, such as re-trainings, reminders and complementary trainings which improve service value and quality.
Every agent undergoes Quality Check process divided into four parts:
• New joiner’s Quality Check
• Agent’s Quality Check
• Call monitoring
• Ticket quality
Quality and Training Coordinator – in consultation with Team Leader and Trainers – prepares detailed schedule for entire Training process taking into account Trainers availability. Trainers are being picked individually from Service Desk employees. Trainings should be covered as follows:
• Windows, Active Directory, Outlook, Software installation procedures, Networks, Printers Overview, VPN + RSA, Blackberry
• IM – ITSM, IM Training
• KM – Primus
• CSA – Decision Treez, Citrix, Extra!, e-Room, MA400, Second Nature, Message1, Call listening/email handling, Test calls
• SAP specialist – SAP
• QTC – Mac and OS X, Bomgar, ESSO, Customer Care, Test calls

For every New joiner or Leaver, Quality and Training Coordinator is ensuring required accesses to applications and systems following On- and Off-boarding process. This includes accounts:
• Domain
• SAP (Production and Non-production environments)
• Mainframe/Extra!
• Primus
• ITSM
• HiPath ID

The main role of SAP Support is to perform basic SAP trainings for New joiners, assist, monitor and manage progress of SAP related incidents retaining ownership of them until a work-around solution or a permanent fix has been provided, contact with Resolving Teams.

Accountability for delivery of agreed OLAs & SLAs .
• Accountability for service availability, performance and KPIs.
• Accountable for global On-Site Support management team and day-to-day operations.
• Single point of contact (SPoC) for business and IT teams relevant for the respective services.
• Hosting strategic and operational forums with Business stakeholders, Vendors and 3rd parties.
• Coordination and execution of all tasks related to release management including risk management for the respective service in alignment with business
• Accountability for continuous improvement (CSI) of policies, procedures, processes and work instructions related to OSS services.
• Definition of hand-over criteria of projects into regular service operation.
• Ensuring proper capacity management to guarantee scalability in cooperation with business stakeholders.
• Escalations management and communication during service interruptions
• Identification of system optimization opportunities and implementation (with focus on stability, performance and security).
• Regular service reviews with support partners/vendors and reporting to business IT in alignment with operations engineers and managers.
• Leading a team of Field Services Managers
• Management of day-to-day operations, escalations.
• Management of external support partners and 3rd party vendors
• Provide team members/direct reports with clear guidance and targets aligned to business needs
• Support and guide projects to enable successful delivery of projects
• Team mentoring and coaching

End user tech support 1st lvl

Clerk