Piotr Lechowicz

- Acts as an SME authority in relation to the relevant IS Tower service and proposes service improvement activities, to ensure both internal and external suppliers delivery IS Tower Services to the ABB business, to agreed service levels and customer satisfaction requirements.

- Supports the management and optimization of service delivery processes for relevant IS Tower Service. Performs assigned activities in the change implementation management, release and deployment management, incident management, service level management (service level reporting, service improvement), user support and problem management processes to ensure delivery of IS Services.

- Adheres to IS process framework and governance model. Chairs operational status meeting. Participates in Change Control Meeting and Cross Tower SME Meeting.

- Ensures performance of IS Tower Services by monitoring the execution of the operational service processes (such as incident management, request fullfillment, change management, complaint management) 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 Tower Control and Support.

- Approves any business case associated with a problem resolution.

- Ensures problem resolutions are approved/rejected by relevant Tower SME(s).

- Ensures that internal and external suppliers are maintaining the ABBs CMDB as per the standards in the knowledge management process.

- Safeguards the execution of agreed operational service processes across different suppliers.

- Keeps knowledge up to date regarding processes, technology and industry practises in relation to relevant IS Tower Service.

- Deals with and provides input for any incident, change or project which has, or might have, a major impact on the respective Tower Service delivery.

- Ensuring that all problems are resolved within the timescales set in Service Level Agreements (SLA) or appropriate Operating Level Agreements

- Demonstrating how the use of Problem Management reduces the number of Incidents in the environment

- Escalating problems which are damaging the quality of IT service delivery

- Informing resolver groups when Incident or Problem trends appear and agree the course of action required to enable identification of root cause and resolution of known error within SLA

- Reporting on service trends, identify root causes and propose appropriate solutions

- Providing regular updates on open problems and ensure the average age of Problem tickets are in line with IT service delivery expectations

- initially estimating business impact and urgency, escalating emerging potential

- supporting the process of the service restoration or impact reduction

- monitoring and escalating that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement

- identifying and escalating unallocated incidents e.g. ‘gray space’

- acting as escalation point for SDOs where resolution ownership is disputed

- providing high quality reports and communications

- supporting consistent communications in scope of the process and services

- ensuring that customer’s business interests are maintained over and above those of any specific SDO

- cooperating with various SDOs, Incident Managers, and Regional/Global Change Managers

- participating in operational and management oriented meetings.

- reporting specialist support (preparing daily, weekly, monthly metrics in Excel)

- problem manager support

- Handling Security matters within a specific type of delivery team within a single account

- Ensuring that standard processes and procedures are used and that there is evidence that they are correctly applied

- monitoring and actively checking indicators of compliance and evidence of the Security of the outputs from the processes

- Building and maintaining strong working relationships with process users, providing Security-related advice where appropriate

- ensuring that all Security records are kept updated and reflect all meetings held and reports issued

ensuring that Security records are stored in the correct repository using the correct naming, versioning and control standards.

- gathering information and evidence for Security reporting

- Controlling PC’s as agreed with users to resolve an issue

- Providing software/hardware fault diagnosis and resolution to users

- Updating tickets with all steps undertaken and closing incidents when issue Is resolved

- Escalating unsolved incidents to the correct support group or external maintainer

- Supporting first line agents and ensuring quality

- Responding rapidly to each incident as it arrives from the first level the Help Desk

- Verification of priorities and data contained in the ticket as well as accuracy of solutions linked from Primus if applicable

- Ensure that the process and procedures described in the Help Desk manual are followed

- Logging and managing 1st line overflow contacts if needed

- Involve automation to script/automate whatever flows to them

- Assess and escalate high priority incidents and collaborate and support incident management process to the service restoration. Ensure effective escalation handshake

- Key relationships: Users, Other first line agents, Second Line Agents, Resolving Team, Team Leader, OPM

- SLA: First Time Fix, First Line Resolution, Making sure that SLA targets are achieved

- Surveys: Making sure that the highest score of Survey has been received

- Relationship: Building and managing working relationships with customers and suppliers, Lead the team in the customer focus excellence approach

- Business Balance Score Card: Agent is responsible for monitoring own achievements according to his PDP

- Controlling PC’s as agreed with users to resolve an issue

- Providing software/hardware fault diagnosis and resolution to users

- Updating tickets with all steps undertaken and closing incidents when issue Is resolved

- Escalating unsolved incidents to the correct support group or external maintainer

- Responding rapidly to each incident as it arrives from the first level the Help Desk

- Verification of priorities and data contained in the ticket as well as accuracy of solutions linked from Primus if applicable

- Ensure that the process and procedures described in the Help Desk manual are followed

- Logging and managing 1st line overflow contacts if needed

- Involve automation to script/automate whatever flows to them

- Assess and escalate high priority incidents and collaborate and support incident management process to the service restoration. Ensure effective escalation handshake

- Key relationships: Users, Other first line agents, Second Line Agents, Resolving Team, Team Leader, OPM

- SLA: First Time Fix, First Line Resolution, Making sure that SLA targets are achieved

- Surveys: Making sure that the highest score of Survey has been received

- Relationship: Building and managing working relationships with customers and suppliers, Lead the team in the customer focus excellence approach

- Business Balance Score Card: Agent is responsible for monitoring own achievements according to his PDP